A May 22 article, co-authored by Juergen Tolksdorf and Paul Humphrey, CEO at Call Journey, opened as follows. “In 2018, the majority of successful businesses are past the initial phase of introducing their Customer Experience programs. In fact, a recent study showed that 72% of businesses rank CX in their top three business priorities. A further study showed that by 2020 CX will outrank products and services as the main point of differentiation for businesses.” A recent Gartner survey backs this up, declaring that CX investment remains most important battlefront of any company’s marketing strategy. Learn what Genesys IVR test strategies and capabilities we utilize to grow your CX. [Read more…]
Learn the pros and cons of artificial intelligence in the contact center industry. Find out how smart IVR design will help you grow. Basically, this will allow you to optimize for better customer experience in a call center. For this, we use IVR performance tuning analysis to create a detailed report. so, it details where your AI dialects maybe steering your customer service agents wrong.
Is it time for legacy IVR migration?
We get this question a lot. People wondering if they should replace their IVR because it is old. I generally ask a series of questions to find out how old it is and why they need a new IVR. So let’s run through the discovery and talk about what the answers mean. Learn more about legacy IVR migration and CX tuning services.
Is your IVR out of date?
This in and of itself isn’t a great question. however, it helps put the conversation into perspective. A better question: “can there be a compelling business driver for replacing your IVR?” [Read more…]
Personal assistants have raised expectations for commercial speech recognition
When Apple launched Siri onto the iPhone in 2011, they raised the bar for speech recognition. In addition, every iOS release has brought improvements. Google, Amazon and Microsoft have all
produced massively successful speech engines. Basically, these offer directions, set appointments and make restaurant suggestions. So what happened with business interactions?
It would probably be important to highlight the differences between Personal Assistant styled speech recognition systems and commercial speech recognition systems. Personal Assistant speech reco systems are generally connected to the cloud and are backed by massive computing and huge decision trees of big data. [Read more…]
Optimize phone tree design for your contact center
I was talking with a colleague last week who has been on a large healthcare project for a while. She was given the direction to optimize the self service within the IVR. She wanted some guidance on how to get started.. I told her about a project I worked on a few years ago.
How the idea started
The project was for an international hotel chain, and they wanted to figure out what options within the IVR were heavily used and needed to have containment in those paths increased, and which options in the IVR were rarely, if ever, used by the caller. Could we ‘prune the tree’ – by removing those options from the IVR. [Read more…]