In May 2012 Opus Research, in conjunction with Nuance Communications, commissioned Coleman-Parkes Associates to survey 1,000 individuals who had recently used their telephone for customer care. They described the shortcomings of present systems for caller authentication and provided clues that should be used in designing secure and convenient customer care in the future.
Join Dan Miller, Sr. Analyst at Opus Research, and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.
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.
Varolii, a 13 year-old company that is the product of a merger between Par3 communications and EnvoyWorldWide), has added to more inbound services to its portfolio through a partnership with contact center productivity specialist Spoken Communications.