IVR Analytics and Reporting
To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting. A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before the performance suffers. But it’s extremely hard to proactively fix issues that you can’t see.That’s where reporting comes in.
How to Find the Right Voice for Your IVR
Choosing a Voice Vendor: Find the “Just Right” Partner When searching for voice talent for your IVR it is important to understand the goals and objectives of the project and align those to the right partner. For the best result, it’s essential that you identify a voice provider that knows the contact center and its related technologies. The “too big” and “too little” options will leave you...
How to Choose a Voice for Your Interactive Voice Response Solution
Many customers first encounter your brand through the voice channel. Today, with an increasingly multichannel and digital marketplace, the phone (and the Web) is your company’s modern-day “front door.” Each time a customer calls, your brand is on the line when “the door” is answered. A great experience over the voice channel depends on two factors—the technology and the human touch, meaning the...