Articles by Donna Fluss
Real-Time Guidance: Help for Agents and Customers
These AI solutions listen to and understand both sides of the conversation.
Making the Case for an Intelligent Virtual Agent
As self-service solutions become more desirable, IVAs find their place.
Interaction Analytics: What’s Driving Adoption
IA solutions can identify the issues that are preventing good CX.
Interaction Analytics Bring Real-Time Guidance to Contact Centers
Thanks to AI, the solutions are powering more personalized CX.
Self-Service Is the Channel of Choice—When It Works
Companies are not benefiting from the shift in preference as much as they should be
IVAs: Using AI to Serve Customers and Contact Centers
True omnichannel customer service is becoming closer to reality
Voice Self-Service Has Become More Popular—and It’s About to Get Much Better
Conversational self-service is moving closer to reality
IVAs Enter the Business Conversation
IVAs boast big potential in a wide variety of verticals and functions
Speech Analytics and AI Is a Winning Combination
Service, quality management, and the customer journey will all see big gains
11 Keys to Designing Effective IVAs
Businesses and customers alike can benefit from quick, personalized, intelligent self-service.
IVAs Can Remake the Self-Service Landscape
Customers prefer self-service if the solutions are effective—which is where IVAs come in.
Voice Biometrics Can Secure Hassle-Free Caller Verification
It minimizes fraud and makes ID'ing customers an easier process. The big challenge: educating the market
Turn Speech Analytics into an Enterprise Change Agent
This service tool becomes more powerful when its findings are shared
Voice Biometrics Can Protect Against Fraud—and Ensure Customer Satisfaction
Secure customers—whether they're using your mobile app, your contact center, or your website—are happy customers
Interaction Analytics Reduces Risk—and Enlarges Customer Happiness
More insight can help you both serve customers and play by the rules
Analytics-Enabled QA: It's Time!
Speech analytics can make QA less time-consuming—and a lot more helpful
Analytics Revolutionizes the QA Process
Increased targeting and precision make an upgrade worthwhile.
Voice Is Changing, Not Disappearing
Innovative companies will make use of alternative and traditional channels.
Speech Analytics Comes of Age
A wide range of vendor options lets businesses get exactly what they need.
For Speech Analytics, the Best Is Yet to Come
A top-10 list for this transformational solution.
The Emergence of Real-Time Solutions for Contact Centers
Improving the customer—and agent—experience with analytics and guidance.
Improving the Customer Experience with IVR Analytics
Streamline the service process for end-to-end benefits.
Mobility May Shake up the Service World
If mobile's not part of your operation, customers will go elsewhere.
Improving Quality Assurance with Speech Analytics
Contact centers gain value with precision monitoring.
Unified Communications Is in Your Future
Benefits include collaboration and ease of mobile device use.
The Rise of Proactive Customer Care
Anticipating needs delivers benefits in customer service, sales/marketing, and government
Why Hosting Is Part of Your Future
Ignore it at your own cost
Let's Make a Deal
A transitioning IVR market gives buyers negotiating power.
It's Time to Do WFM Right
Vendors and customers need to work together to make the right improvements.
Voice Self-Service Is Essential for Achieving Goals
But companies and IT have different ideas about using the technology.
Hosted IVR Might Be Right for You
But be willing to weigh the trade-offs versus the benefits.
The Rise of Proactive Customer Care
Growth will continue as long as vendors keep their focus on the goal.
The Recession's Impact on Contact Center Investments
Not all technologies will take a huge financial hit.
Are You Doing Right by Your Customers?
Enterprises must find the right balance between live service and self-service automation