Jul 24 2018 IVR Capabilities Through The Years: How Does Your System Stack Up?
Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing. IVR modernization is a cost-effective way […]
Read MoreJun 16 2018 Five NG911 Features That Will Help Your PSAP Be More Effective
Efficient customer communication is critical to the success of business and industry. Operating a business with poor customer interaction dooms it to failure. A single instance of bad call handling and disjointed call management will ruin a company’s reputation from the customer’s perspective. So many companies operating customer contact centers invest in call management applications […]
Read MoreMay 25 2018 The Individual Impact Of Next Generation 911
According to the Pew Research Center, approximately 95% of Americans use cell/smart phones as their primary communications device. The demographics are: 96% of males and 94% females, 100% 18 to 29 years of age, 99% in the 30 to 49 years of age, 97% of 50 to 64 years of age, and 82% for those […]
Read MoreMay 24 2018 Have You Questioned Your Premise Or Cloud Provider’s Support Services?
I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or […]
Read MoreMay 17 2018 NG911 Implementation Mistakes (And How To Avoid Them)
Introducing new technology into an operational environment has many challenges. Who will manage the implementation? How should the project be organized? How do you estimate the overall level of effort? What do you do if problems are encountered? How will this new technology be accepted into the legacy work culture? What will the end state […]
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