Chris Marr

Chris Marr

Press Release

Press Release Stowe, VT – May 05 2021 – VT.Team, Inc. a consulting and engineering company focused on Unified Communications and Contact Center (UC/CX) announces it has achieved the Amazon Connect Delivery Partner. “We are all in on the Amazon Connect platform and are working with many customers to build a roadmap to get them …

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LunaTek spins up a net new Service Desk within 24 hours

Case Study LunaTek Solutions, based in Austin, Texas, is a nationally recognized, premier provider of IT Consulting Services, Technology Solutions, and Staffing Services. LunaTek’s experience and expertise with leading technologies and best practices enables them to contribute a seasoned, broad-based perspective to organizations. The company needed a Service Desk for a new go-to market offering, …

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Phenix Global sees significant benefit replacing their virtual receptionist with Amazon Connect

Case Study A growing consulting firm in the UC/CX marketplace helping customers with their on-premise contact centers, Phenix needed their own contact center solution without the expense and hassle of managing a PBX. Previously, Phenix used a virtual receptionist offering, which provided some basic call tree functionality, but it just wasn’t working well, was clunky …

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PhoneGuru101 adds self-service IVR chatbot Amazon Connect and Amazon Lex

Case Study A leading provider of eLearning end user content focused on enterprise telecom providers such as Avaya and Cisco. PhoneGuru101 provides eLearning content for deskphone, softphone and other associated applications. To date, they have delivered over 1.5 million courses. The company needed to support their large Business Partner community with self-serve options – allowing …

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PhoneGuru101 sees significant improvement on user adoption with Amazon Connect and Amazon PinPoint

Case Study A leading provider of eLearning end user content focused on enterprise telecom providers such as Avaya and Cisco.PhoneGuru101 provides eLearning content for deskphone, softphone and other associated applications. To date, they have delivered over 1.5 million courses. The company needed to support a large enterprise rollout to 400 locations, with locations migrating each …

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IVR Glossary

IVR Glossary When planning or implementing an IVR system, there are a number of terms and acronyms that you’re likely to encounter. Here are some of the most commonly used: Automated Speech Recognition (ASR) Speech Recognition, or ASR, is the application that allows the IVR to understand speech. In reality, what it’s doing is transcribing …

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What is an IVR?

The term Interactive Voice Response (IVR) is often misunderstood and misused. I know, because I do it all the time. So what is an IVR, and what is not? What is an IVR and how does it differ from an auto-attendant? Let’s start with the good old auto-attendant. An auto-attendant, also called a call tree …

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Tuning an IVR

Tuning an IVR has the same goal as tuning a piano or muscle car engine…it’s to make it sound better and run smoothly. But first, why should you bother tuning in the first place? Why bother tuning your IVR? Better customer experience Lower average call handling times Improved IVR containment and call deflection Lower agent costs   The …

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