Tag Archives: ivr experience

How to Orchestrate your Hosted IVR

Whether you are contemplating outsourcing your IVR offering, or already have done so but find it a challenge to manage, ensuring success is not a point and “make it happen” exercise. In my current role, I have the pleasure of observing many different organizations’ deployments of outsourced speech enabled IVRs (hereafter, IVR.) Having been on the delivery side for ten years, it has been very enlightening to be on the customer side. Most often, we see the classic command and control relationship between customers and their infrastructure partners (vendors) where the customer provides requirements in the form of what, when and where.  Sometimes customer issue … …more

Easing Customers’ IVR Journeys

                              Don’t force your IVR to do something it can’t do! Routing is an important topic that drives the success or failure of speech-enabled applications, frequently more than the apps do themselves. All IVR applications fall into one of four high-level functional groups: authentication (I am this person); information request (what’s my checking balance; where is my package?); action (change password; refill prescription); and caller intent (I need to speak with a specialist about a block stock trade; I am calling about billing questions). Many will agree that caller intent presents … …more

Caller Experience – To Improve, Use Emotion or Data?

A topic frequently discussed in Customer Experience (CX) circles is whether emotion is given enough significance in assessing current state and designing future state experiences. Dependent on the situation, it seems that either emotion or data is given a preponderance of importance.  There are a myriad of reasons for out of balance CX assessments and designs.  Drivers for out of balance approaches include, but are not limited to: CX professionals’ personalities, clients’ personalities,  clients’ industries, channels addressed, and other factors. The reality is that to properly address customer experience in contact centers, a balanced approach will produce the best outcome. VoxPeritus uses a two phased approach … …more