Browsing Tag

IVR

Zappix and Fonative Team Up to Deliver Secure Next-Gen Self-Service Technology to Contact Centers

Self-service automation and secure, compliant capabilities have become mission-critical for modern call centers Zappix, the leading Visual IVR and self-service customer service provider, and Fonative, the compliant communications company, have teamed up to provide more new services that contact centers need today. As contact centers face the challenges of COVID-19, as well as increasing security requirements from legislation and regulations, Zappix and Fonative capabilities have quickly become a top priority for modern…

Slingshot Launches Integrated Chatbot and IVR-to-Text to Deliver a Modern Customer Experience

Slingshot Shared Record Breaking Metrics for Customer Interactions During the Slingshot Reveal Along With Their Product Strategy That Will Enable Pest Control and Home Services Providers to Automate Scheduling, Billing, and Other Customer Service Tasks. Slingshot, the leading 24/7 customer engagement and sales service platform for pest control and home services providers, announced yesterday their 1 millionth customer interaction for 2020 and presented their product automation strategy at the Slingshot Reveal. The virtual…

MarTech Interview with Roy Lindemann, CMO at ReadSpeaker

"As sales teams are constantly on-the-go, voice-enabled applications can help them easily listen to sales information that is critical to help salespeople effectively do their jobs." Tell us about your role and the journey into tech before joining ReadSpeaker? I joined ReadSpeaker in 2004 as cofounder and Managing Director of France and French Territories before I became CMO in 2008. Prior to my roles at ReadSpeaker, I worked as the General Manager at MTV and Game One from 1995 to 2004, where I managed a team of 70…

Return of the Postal Service: The Best Ways to Communicate with Consumers Right Now

People are hearing about COVID-19 from all directions – their friends and family, social media, the news media and more. They are confused about the ever-evolving healthcare guidance from spokespeople in the news and know they cannot believe everything they hear. This presents a unique opportunity for healthcare organizations and employers to step in and be their trusted source of information – for all types of health and wellbeing information, including COVID-related updates. Consumers are eager for new information about…

Zappix Launches Visual IVR Self-Service Solution For B2B Vendor in North America

The large business supplier has implemented Zappix Visual IVR customer self-service for its North American operation Zappix, the leading Visual IVR and Customer Self-Service provider, has launched its flagship Visual IVR solution for a B2B vendor operating across North America. The Zappix solution was chosen as a key piece of the B2B vendor’s digital transformation strategy. Zappix Visual IVR delivers automated responses to prospects and customers on-demand when they contact the B2B enterprise for various use cases…

Speakeasy AI Announces Deeper Integration as Part of Genesys Partnership

Speakeasy AI empowers conversational AI within Genesys IVR and with live agent desktop solutions Speakeasy AI announced a deeper investment in Genesys as a partner solution, given recent successes with their integration. Speakeasy AI’s integration with Genesys IVR solutions is demonstrating capabilities for conversational AI for Genesys customers that are unmatched in the IVR industry. Robust real time reporting, faster updates, and expansion of self-service use cases while reducing customer abandons are key benefits. And…

Survey: Two-Thirds of Respondents Say Technology is Not Delivering Stronger Customer Relationships

65% of respondents say automation technologies only “somewhat effective” in providing all the data and context employees need Appian announced the results of its “Business Automation Technologies and the Customer Experience” survey. The objective of the survey, conducted by IDG, was to understand employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. In the midst of the COVID-19 pandemic,…

Applications of Unified Communications

Whenever companies consider services to improve team collaboration, Unified Communications always enters the discussion. As technology is continuously developing, we have entered an era where work is no longer limited to a workstation, telephone, or computer screen. Professionals can share their skills and open new doors over the globe which is possible only with the correct gadgets, and a Cloud connection.  Now that a large portion of the world’s population is all set to work remotely by 2020, and many different…

Inference Solutions Recognized as a Leading Platform for Self-Service

Inference Solutions, a global provider of Intelligent Virtual Agents (IVAs) for sales and service organizations, announced that Inference Studio 6.3 has earned a Gold Stevie Award for best new version of an IVR Solution. The 14th annual Stevie Awards for Sales & Customer Service were presented during a gala banquet on Friday, February 28, in Las Vegas, NV. Marketing Technology News: SheerID Expands Identity Marketing Platform with Worldwide Employment Verification The Stevie Awards for Sales & Customer Service…

Atento Wins the 2019 Customer Experience Banking Report Award in Brazil

The company won this award with a case developed in partnership with Stelo, Cielo's payment solutions company Atento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, won the 2019 Banking Report Award in the Customer Experience category in Brazil, with a case developed in partnership with Stelo, Cielo's payment solutions company. Dimitrius de Oliveira, Atento Brazil Regional Director, said,…

Serviceaide Introduces Voice Recognition to Its Multi-Channel, AI-Powered Luma Virtual Agent for Service Management

Voice Extends the Power of Luma Virtual Agent to Seamlessly Engage End-Users and Customers Across Their Channels of Choice to Deliver Automated 24×7 Service and Support Serviceaide, Inc., a global provider of enterprise service management solutions, announced Luma IVR, a new interactive voice recognition capability that allows companies to turn their PBX or IVR systems into intelligent virtual agents that simplify and automate the resolution of service requests from customers and enterprise end-users. Luma IVR extends…

UJET Announces New SMS Adapter Solution for Enterprise-Level Contact Centers

Allows for Rapid Deployment of Smartphone Capabilities Without Replacing an Entire Call Center Stack UJET, Inc., a leading provider of customer support communications and solutions, announced the general availability of its new SMS Adapter solution. UJET’s new SMS Adapter lets anyone on the Salesforce CRM quickly implement and deploy in-call SMS capabilities and smartphone features such as photos, video, and screenshots in collaboration with their existing IVR system. Marketing Technology News: Branded Stores with…

UJET Announces New SMS Adapter Solution for Enterprise-Level Contact Centers

Allows for Rapid Deployment of Smartphone Capabilities Without Replacing an Entire Call Center Stack UJET, Inc., a leading provider of customer support communications and solutions, announced the general availability of its new SMS Adapter solution. UJET’s new SMS Adapter lets anyone on the Salesforce CRM quickly implement and deploy in-call SMS capabilities and smartphone features such as photos, video, and screenshots in collaboration with their existing IVR system. Marketing Technology News: Branded Stores with…

Telestax Partners with Zain Jordan to Deliver CPaaS to Their Nearly 50 Million Active Individual and Business Customers

Zain Jordan, a member of Zain Group, one of the leading mobile telecom innovators across the Middle East and North Africa, announces its strategic partnership with Telestax, the worldwide leader in CPaaS enablement for communications service providers. Using Telestax technology, Zain Jordan will now deliver rich application programming interfaces for enterprise omnichannel digital transformation to organizations across the country. "Zain looks forward to offering expanded CPaaS capabilities to our enterprise customers,"…

Vonage Research Reveals IVR Horror Costs Businesses £130 Per Customer Each Year

54 percent of consumers believe that reaching an IVR menu when calling a business makes for a poor customer experience, leading more than half to abandon the company altogether Vonage, a global business cloud communications leader, published new research which reveals that more than half (51%) of consumers have abandoned a business altogether because they’ve reached an automated menu of options, known as Interactive Voice Response (IVR) – losing that company £130 per customer every year. The 2019 Vonage IVR survey,…

Voximplant Announces Major Update to Smartcalls Service: Google Dialogflow and SIP Integration, New Set of Subscription Plans

Voximplant, the leading cloud platform for communication solutions, announces major updates to the Smartcalls service. Now, users can choose from a set of affordable plans, integrate with an existing SIP, and enroll into the beta program of Dialogflow and Smartcalls engagement – a next-level solution, that will easily enrich call scenarios with an IVR of any complexity. Dialogflow Integration Dialogflow is an advanced tool for automating communication between businesses and their customers. A voicebot created with this…

Why Senior Business Leaders Should Care About CX Data

Much has been written about how omnichannel engagement platforms that include live chat and AI-powered chatbots can improve both the customer experience (CX) and the employee experience of customer service agents. While companies across all industries have begun adopting these solutions, the benefits of tracking and optimizing the customer journey have largely been contained to the marketing and customer service departments. Although these departments get the most face-time with customers, this same data is vital for making…

MarTech Interview with Damian Kelly, VP Offer Management, Genesys

"Successful scaling means that your cost to acquire or serve each new customer reduces as you grow." What inspired you to join Genesys? At SpeechStorm, I had the opportunity to partner with Genesys and work with teams around the world. With the acquisition, I saw the opportunity to supercharge the innovation we started at SpeechStorm and drive into new markets on a truly global scale. Tell us about your role and journey into Marketing Technology. I have lived and breathed Marketing Technology since founding SpeechStorm…

Customer Satisfaction With Contact Centers is Down

CFI Group's 2019 Contact Center Satisfaction Index (CCSI) slipped to 68, as measured on a 0-100 scale, down 3% from 2018. Private sector CCSI historically has run a few points higher than has the public sector. Although the gap had closed in 2017, it has now broadened again in 2019 Part of the drop is attributed to the effectiveness of online self-serve tools available on the company website, mobile apps, and other digital properties. Ironically, the better the customer experience is with these online resources, the worse…

NICE Robotic Process Automation Announces Partnership with CallVU to Drive Seamless End-to-End Customer Experience

Collaboration Delivers Visual Engagement in the Front End with Intelligent Automation of Back End Processes, Accelerating Time to Value by Rapidly Improving Service Quality and Back-Office Efficiencies NICE announced a partnership between NICE Robotic Process Automation (RPA) and CallVU to offer visually enriched IVR (Interactive Voice Response) and digital customer engagement at the front end, together with smart automation of complex back end processes. The integrated offering enables organizations to gain greater…