Blog Articles by Modern Ivr

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October 09, 2015

Customer Service Week—One Big Wish for an Omnichannel Journey

#Customer Engagement, #Modern IVR

Customer Service Week has generated many articles with long lists of tasks that companies must do to improve their…

Author Image Hollis Chin
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August 17, 2015

SpeechTEK - Still Crazy (and Relevant) After All These Years

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

The old Paul Simon song “Still Crazy After All These Years,” might be a good theme song for SpeechTEK, the annual…

Author Image Hollis Chin
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August 11, 2015

Is Your IVR a Dinosaur? Here’s How to Evolve It

#Customer Engagement, #Modern IVR

Is your company resigned to living with an IVR that’s stuck in the Jurassic era? It seems like that long since the…

Author Image Kevin Payne
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July 24, 2015

I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?

#Customer Engagement, #Modern IVR

The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an…

Author Image Hollis Chin
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July 20, 2015

Natural Language on Steroids is Key to Caller Engagement

#Customer Engagement, #Modern IVR

So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…

Author Image Hollis Chin
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July 12, 2015

How to Lose a Customer Fast: Learnings from the [24]7 Customer Engagement Index

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

How are businesses losing customers? The ability to capture and share images and reactions from angry customers is now…

Author Image Scott Horn
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February 18, 2015

Turn Your IVR Into a Digital Customer Service Engine

#Customer Engagement, #Modern IVR

I recently called a government department and, at first, its Interactive Voice Response (IVR) coped well with my…

Author Image Nick Mitchell
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December 10, 2014

How Will Smartphones Impact the IVR?

#Customer Engagement, #Modern IVR

According to eMarketer there are 1.75 billion smartphones in use worldwide today and the number will grow to 2.5…

Author Image Kevin Payne
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September 23, 2014

A Playbook for Customer Experience featuring Gartner Insight

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

The Gartner Hype Cycles are just being released for 2014. [24]7.ai has been listed in the this year’s Hype Cycle for…

Author Image Hollis Chin