IVR

Speech Recognition is all Grown Up!

Touchtone, also known as DTMF or dual tone multi-frequency, has been the standard of interactive voice response (IVR) for years. Traditional touchtone IVR has its limitations, however. On average, 80% to 85% of callers prefer live representatives. DTMF is capable of delivering average self-service rates of 15% to 20%. For complex customer interactions, DTMF isn't [...]

By Michelle O'Brien|2018-03-21T20:24:30+00:00April 12th, 2016|

IVR – 3 Ways to Raise the Contact Center Bar

(By Michelle O’Brien, with Ideas from Tony Norman) 1. Automate to offload as many routine calls as possible If you’re not looking at the types of calls coming into your center, you should be. Using ‘Reason’ or other classifying codes will help tell you why people are calling your center and your company. When you [...]

By Vitec Inc.|2016-04-11T17:30:24+00:00March 21st, 2016|