Here is a list of archived industry news articles.
Customer contact centres should invest in automation technology if they are struggling to cope with inbound call volumes, it has been suggested.
Businesses can use customer self-service technology to reduce costs and improve the customer experience – but only when they are correctly deployed.
Contact centres which offer 24/7 customer service are most likely to see high levels of customer satisfaction, it has been reported.
A new study has indicated that consumers rate customer self-service higher than live agents for some straightforward interactions.
A new study has highlighted the amount of money contact centres spend verifying personal information provided by the caller.
A debt collection firm has invested in new interactive voice messaging technology in a bid to improve contact rates.
A leading UK hospital trust has managed to improve appointment attendance rates using automated call technology, it has reported.
Contact operations should be investing in call centre technology to streamline the customer call experience, it has been suggested.
Call and contact centres should avoid having overly-complicated interactive voice response (IVR) systems, it has been claimed.
Major South American financial institution the Bank of Brazil has invested in a new large-scale interactive voice response (IVR) system, it has been announced.
Travel agency business Flight Centre has installed a new telephony infrastructure as it bids to direct customer calls across its national store network.
Outbound call centres can use intelligent voice messaging technology to adhere to Ofcom rules regarding silent calls, it has been suggested.
Call and contact centres can derive great benefits from interactive voice response (IVR) technology providing they fully research and plan their deployments, it has been suggested.
Voice self-service is the most challenging communication channel, according to a study conducted by Genesys Telecommunications.
Support has been gained for a proposed new code requiring all government departments to make a live call agent available to handle complaints.
New Zealand's Ministry of Social Development has deployed voice self-service and speaker verification solutions in a bid to handle calls more efficiently.
Avaya is set to offer customers enhanced speech self-service options for a broad range of advanced contact centre solutions, it has announced.
Ukraine International Airlines (UIA), the country's leading international carrier, has deployed the Cisco Unified Contact Centre Express solution in an attempt to better serve its passengers.
Visual interactive voice response (IVR) solutions, such as those delivered to mobile phone handsets, can reduce the time of an automated transaction by half, it has been reported.
Businesses suffer significant losses each year as a result of customer service failings, a new study has indicated.
Contact centre professionals will now be able to better understand the savings possible through the use of self-service technology and workforce management applications, courtesy of two online Return on Investment calculators.
The majority of smartphone users would prefer to purchase a product which makes use of interactive voice response (IVR) technology, it has been suggested.
An asset management company has successfully deployed interactive voice response (IVR) technology to boost customer service levels, it has been reported.
Leading electrical goods retailer Comet has boosted customer choice by deploying an optional phone self-service solution.
Personalisation of interactive voice response (IVR) systems may be key to improving customer experience and boosting retention levels, it has been suggested.
Avaya Voice Portal has received a "strong positive" rating in Gartner's recent MarketScope for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals 2009 report.
Firms can improve the agent desktop and the effectiveness of employees by exposing more business processes to self-service solutions, it has been suggested.
North American businesses are set to continue investing in self-service technology as the recession ensues, it has been claimed.
An international air carrier has installed interactive voice response (IVR) technology to help improve customer service levels, it has been reported.
Interactive voice response technology can be used to boost automation and operational efficiencies, it has been suggested.
Businesses with customer service operations can use interactive voice response (IVR) technology to streamline a number of processes, it has been claimed.
Advanced speech-enabled, self-serve interactive voice response (IVR) systems are increasingly replacing existing dual-tone multi-frequency equivalents, it is claimed.
Business telecommunications giant Avaya has launched a new contact centre solution that uses advanced Session Initiation Protocol (SIP) technology to help businesses improve customer experience.
Outbound interactive voice response technology (IVR) will be "a tremendous area of growth" over the next five years, it has been claimed.
Call centres must ensure their interactive voice response (IVR) systems work properly before they go live, in order to avoid any customer service hiccups.
The duration of hold times experienced by customers have dramatically increased in the last four years, new research has indicated.