Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense.
As part of an overall strategy to support “analysis of issues, not channels,” Nexidia is introducing new product enhancements, services, packaging and pricing structures to accommodate emerging enterprise requirements.
People will go to great lengths to avoid interactive voice response (IVR) systems. Yet progressive, customer-pleasing companies like Hyatt Hotels are putting conversational IVR systems into place to the benefit of both their guests and their contact center agents. Therefore, in an age when some have said “The IVR is Dead,” we see “Conversational IVR” playing the role of Virtual Assistant in the enterprise, fostering a better customer experience and higher morale among customer service representatives.
Interactive Intelligence (InIn) is taking a new approach to helping its corporate customers “go mobile.”
Long time call recording, quality assurance (QA) and Workforce Optimization (WFO) specialist VPI (aka Voice Print International) launched a new, cloud-based virtual assistant (VA) service called VirtualSource.
Mobile subscribers are using their smartphones and other mobile devices to take control of their interactions with the firms with whom they choose to do business. They’ve forced companies to form mobile strategies that must go far beyond simply offering a “mobile app” and range to providing the most effective, and natural, mobile user experience. Companies and their technology providers have responded in kind.
Today, under the headline “The End of Hold As We Know It”, Fonolo introduced a commercial offering that representing new packaging and pricing of its services.
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”
In 2011, the idea of “self-service” is morphing from a derogatory term about automated handling of calls into an IVR or contact center and has transformed into the preferred point of arrival for users of the mobile, multimodal Internet.
Business process outsourcing (BPO) specialist Teletech has reached an agreement whereby it will resell features, capabilities and components hosted in Salesforce.com’s Service Cloud.