Speech Technology Magazine

Webinar -  Everybody's Talking: The Path to Conversational Customer Care

Register now for this September 26, 2017 Event!

SpeechTechMag.com White Papers
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Sponsored by Forty 7 Ronin

An Interactive Voice Response (IVR) system is critical for things like automating call routing and providing customer support. It is a key facet of your brand and one of the first points of engagement for your customers. Your IVR must perform both technically and from a brand management perspective in providing the messaging and tone that best represents your brand. If your IVR is frustrating, difficult to navigate, improperly tuned, or inaccurate, you could be costing your business valuable revenue.

Explore five key ways to improve your performance and keep this critical system running with precision and accuracy by downloading this paper now!

Sponsored by Verint

One of the most important aspects of a successful speech analytics implementation is the team that drives it. Technology does
make a big difference, but the team is what wins the race. Following are some key roles that are typical in many successful
implementations.  Continue reading to learn more!

Sponsored by Nuance

Customers call IVRs when they need answers the most, when all other channels have failed. Yet at the peak of their frustration, they’re being greeted by outdated touchtone phone systems, confusing menu options, and clumsy PIN and password authentication. It’s the exact opposite of a modern digital experience — and the negative effects on customer satisfaction and retention can be dramatic. Fortunately, there’s a far better way. Even the oldest IVRs can be easily adapted to deliver experiences that aren’t just “good enough,” but ones that are intuitive, incredibly efficient and even share-worthy as your customers take to social media to brag about a great experience.

Let’s take a look at exactly what your customers expect in a modern IVR experience — and which updates you should consider making this year to keep up with their expectations and the competition.