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In our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating outbound text messaging in your contact strategy. As with any channel, the success of those interactions will be dependent on an understanding of who will be using the service, how the text messaging fits with the wider...

Topics: IVR Design, featured

By Helen Casewell
August 30 2017

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What if there was a cheap, quick and effective way to reduce customer effort, provide proactive updates, and to increase customer satisfaction? This is where outbound text messaging comes in. Text messaging offers great opportunities for providing proactive messaging and in reducing caller effort, but not all brands are utilising those benefits.

Topics: IVR Design, featured

By Helen Casewell
August 23 2017

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Everyone’s talking about AI… and chatbots.  Like ‘the cloud’ 5 years ago, if your product isn’t powered by AI forget it.  If you believe everything you read you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants and IVR systems (which, unfortunately, it isn’t).

Topics: featured, Artificial Intelligence

By Kerry Robinson
August 08 2017

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IVR has historically been a cost-saving tool; reducing the need for expensive contact center agents. In the past, that’s led to an obsession with measuring “containment” - the number of calls that start and finish in the IVR without the caller talking to an agent.

Topics: IVR Features

By Marsha Jones
July 19 2017

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Chatbots are a hot topic. Looking at my twitter and LinkedIn feeds, the interest and excitement that is bubbling around this area is vast. Having worked in conversational user experience (UX) for the past 12 years, it’s exciting to see that the industry is experiencing a rapid growth, and delving into emerging technologies like bots and agents.

Topics: IVR Futures, Chatbots

By Helen Casewell
June 19 2017

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