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…
I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?
The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an…
Natural Language on Steroids is Key to Caller Engagement
So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…
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…
Turn Your IVR Into a Digital Customer Service Engine
I recently called a government department and, at first, its Interactive Voice Response (IVR) coped well with my…
How Will Smartphones Impact the IVR?
According to eMarketer there are 1.75 billion smartphones in use worldwide today and the number will grow to 2.5…
A Playbook for Customer Experience featuring Gartner Insight
The Gartner Hype Cycles are just being released for 2014. [24]7.ai has been listed in the this year’s Hype Cycle for…
Surprise! Customers Still Call
It’s 2014 and the phones are still ringing in contact centers worldwide. For the last 10 years, there has been a…
Man or Machine: Who’s Behind the Curtain?
A recent article in The Atlantic that has garnered much attention on the web reported on an interesting interaction…
