Interactive voice response is a technology that allows callers to interact with an automated self-service system that will help them get to the right department in the business. IVR started as a simple system that would ask callers a series of questions and direct the customer to press a specific button for each response.
Today’s IVR software uses voice recognition and artificial...
How are you maximizing your outbound dialing? While call center technology, like predictive dialers, increase your chances of making contact, this type of technology can be costly. According to research done by Forrester, live agent communications cost $6 to $12 per interaction. When you automate processes, you reduce this price significantly. This is why many businesses opt to use technology...
SIP is one of the cornerstones of business VoIP; you need it to make calls since it creates and maintains connections to the other party. With it, you don’t need extensive hardware for outgoing and incoming calls; everything is done using simple computers, SIP endpoints (SIP and VoIP phones and associated communications devices), and the internet.
SIP calling allows you to reach customers...
Vonage, which is known as a global leader in cloud communications, has announced that Vonage Contact Center offerings will be expanded to include seamless integration with Microsoft Dynamics 365. With this integration, businesses will have access to six call center software applications that are designed to assist in sales, customer service, finance, field service, project service automation, and ...
Customers expect far more than they did a decade ago. Do they prefer to be contacted by text? How about social? Would they prefer a more self-service experience? Your goals are important, but they also need to align with customer expectations, and handling customer points of contact internally helps ensure a streamlined experience. For this reason, many businesses are opting to use CCaaS (contact ...
We’ve all heard it before: “For English, press 1. Para español, oprima 2,” or “Press 1 for sales.” These are both examples of auto attendant, which are also sometimes referred to as digital receptionists or virtual attendants.
Auto attendants are valuable for companies because they serve as a type of call management that ensures that callers get to the right department quickly. In ...
How are your customers reaching you? Gone are the days when customers solely reached out to brands via voice channels like traditional PSTN landlines. These days, customer EXPECT brands to be reachable by a variety of channels, and an increasing number of companies are using enterprise VoIP solutions that add communications to their mobile applications.
Does this mean that the brand’s...
As a result of the advent of cloud based call center software, more companies are opening their own contact centers without the extensive hardware requirements of non-cloud-based models. These contact centers are convenient for bringing customer contact in-house. As we stated in our recent state of the contact center guide, cloud contact centers are 27% cheaper than on-premise models.
Today,...
Switching from standard PSTN to business VoIP is becoming increasingly common. In fact, an estimated 61% of businesses will make the switch away from traditional PSTN to cloud telephony (VoIP) at the end of their contract with their carrier. Still, unless you’re going to be entirely reliant on softphones, switching an existing legacy network to pure VoIP can be an expensive undertaking. This is ...
