AEP-SM Load Balancing Now, if that title doesn’t grab your attention, then I don’t know what will! Whilst it doesn’t sound like the most interesting news in 2020, this had a number of associates stumped so we figured it was worth a blog, with the added bonus of some nice pictures. Public Service Announcement: IP …
Whether you have an existing IVR or are embarking on adding it to your contact center platform, committing to start an IVR project is a big (and sometimes expensive) step. You’ll want to get it right, so here we outline a few things to consider before starting.
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 …
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 …
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 …
