Tag Archives: visual ivr

[Video] 4 Takeaways from Our Google Hangout: Visual IVR

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4 Takeaways from Our Google Hangout Visual IVRLast week, Fonolo hosted yet another insightful Google Hangout, discussing visual IVR. This fabulous panel of industry experts shared their comments on the use of visual IVR for the contact center. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Let’s take a quick look at the panelist introductions: Bret Lathrop, Senior Director, Contact Center Practice Lead at NACR, Tobias Goebel, Director, Emerging Technologies at Aspect Software, Max Ball, Product Marketing, Virtual Contact Center at 8×8, Daniel Hong, Senior Director, Product Marketing Strategy at [24]7,  and Shai Berger CEO and Co-Founder at Fonolo. Continue reading →

Online Chat About Visual IVR with 8×8, Aspect & More – Today @ 2PM ET!

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Online Chat about Visual IVR with 8x8, Aspect & MoreAlthough the IVR holds an important role in the contact center, the experience in itself is disliked by most callers. In fact, a study from Consumer Reports ranked the IVR experience as number two in a list of things that “infuriate callers most”.

The idea behind Visual IVR is quite simple: To replace the traditional phone menu with a simple visual interface on a web or mobile device. A visual interface is a much more powerful and flexible way to show choices and get responses from users. But is this the right solution for your call center?

Watch this interactive discussion! Continue reading →

Panel Discussion: Does Your Contact Center Need Visual IVR?

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Does Your Contact Center Need Visual IVR?Sending callers on a wild goose chase by navigating a complicated phone menu is no way to service your customers. All too often callers will “zero-out” in hopes of a quicker response – this leads to higher costs as those calls are constantly misdirected.

The idea behind Visual IVR is to replace the traditional phone menu with a simple visual interface on the web or mobile device. But is this the right solution for your call center? Continue reading →

Visual IVR: Bridge to the Future or Relic of the Past

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Visual IVRThe IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. It serves an important – if disliked – role as part of the process. Specifically, the jobs performed by the IVR include routing (determining the kind of agent the caller needs), authentication (establishing the caller’s identity) and, sometimes, gathering caller information.

These jobs, in themselves, are beneficial to both sides. While many callers complain about being forced to interact with “a machine”, that’s still much better than getting to the wrong kind of agent and then being transferred. And getting authentication out of the way before the agent conversation saves time for both parties. What many prognosticators miss when discussing an idyllic future of customer service is that these jobs are not going away.

The real challenge is to find a way to do these jobs in a way that is less frustrating for users. One answer to that question is “Visual IVR”, a technology that has many successes under its belt. But detractors think this concept is a “stop-gap” measure that will soon be left behind. Continue reading →

The ROI of Call-Backs (3 of 4): Reduced Telco Cost  

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The ROI of Call-Backs: Reduced Telco Cost  This is the third post in our series on the ROI of adding call-backs to your call center. Each post looks at one of the paths to cost reduction or revenue lift.

We’re purposefully putting aside the “softer” benefits of eliminating hold-time, i.e. the increase in customer satisfaction, agent happiness, NPS scores, etc. Those benefits are well understood and, for many companies, sufficient motivation to add call-backs. If you’re one of those companies, the ROI covered in these posts is icing on the cake. For companies where “hard” ROI numbers are the better path to budget approval, these posts will provide the business case you need.

In Part 1, we looked at reducing abandon rates. In Part 2, we looked at decreasing handle time. Today, we’re going to look at reducing telco costs. Continue reading →

Does the Call Center Need Visual IVR?

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Does the Call Center Need Visual IVR?The IVR experience (“press 1 for this… press 2 for that…”) has been part of the contact center for so long, it seems like the two are destined to be conjoined forever. But will it be so?

The nature of customer service is changing rapidly. New channels of communications – web, mobile and social – have changed the game dramatically. Meanwhile, consumer expectations are so high that delivering a flawless experience has become vital to business success. A study from YouGov shows that 76% of respondents said, “just one unpleasant contact center experience was likely to make them take their business elsewhere”.

Yet, IVRs are almost universally despised by consumers. In order to avoid becoming a bigger liability to the customer experience, tomorrow’s IVR will have to change and adapt. If you’re thinking, “it’s about damn time!”, you’re not alone. Continue reading →

UMass Memorial Selects Fonolo Call-Backs to Lower Abandon Rates

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UMass Memorial LogoOur December 9th news release announced some exciting news – UMass Memorial Health Care has implemented Fonolo’s call-back solution to offer an improved call center experience for its patients!

As one of the nation’s most distinguished health care systems, UMass Memorial is committed to providing the best possible experience for their patients. By adding Fonolo’s In-Call Rescue solution to its call center, patients can now choose to “press 1 to receive a call-back” rather than wait on hold, without losing their place in line. When their turn arrives, the patient’s phone will ring and there will be a live agent on the line. Continue reading →

Top 3 Call Center Complaints You Want to Avoid

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Top 3 Call Center Complaints You Want to AvoidThe modern call center has come a long way, as companies embrace technology to streamline the process of providing telephone-based customer service.

And yet, call centers are still plagued by the same, all-too-familiar problems: confusing IVRs, long hold times, and the need to repeatedly ask customers for information. No matter how much organizations try to improve customer service, a single one of these complaints can torpedo their interaction with customers.

Let’s have a look at the top 3 call center complaints you (and your callers) want to avoid: Continue reading →

Solve Your IT Business Needs at IAUG CONVERGE2014

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Solve Your IT Business Needs at IAUG CONVERGE2014Rapid change brings uncertainty. If you’re in the communications technology space, chances are you’re being inundated with new options that are making the path to success a difficult one. That’s why the International Avaya Users Group (IAUG), the largest customer-led communications technology community in the world, is gathering thousands of market and thought leaders to make sense of it all. Continue reading →

SIP Trunking and Call Center Call-Backs

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SIP Trunking and Call Center Call-Backs

We had a terrific webinar last week about call center trends for 2014. It’s available for on demand viewing here. (And if you’re interested in that topic, we have a related whitepaper available here.)

Just like the last few webinars, we had so many questions at the end, that I had to keep my answers really brief and we still ran out of time. (I have to remember to leave more time for questions!) One of the attendees asked about SIP trunking and how it relates to our call-back solution. I’d like to expand on that a bit here.

Continue reading →

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