IVR

Agent Dashboard provides agents with real-time insight into calls into the Visual IVR.
Posted August 02, 2017

New relationship enables Ingram Micro to distribute 8x8 cloud communications and contact center solutions.
Posted July 27, 2017

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017

IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage.
Posted July 21, 2017

West has unveiled Visual Voice to with audio-visual integration.
Posted July 17, 2017

GeoFluent for Enterprise Service Management expands the GeoFluent platform for help desks and service desks.
Posted June 26, 2017

The integration brings personalized video to visual IVR.
Posted June 23, 2017

The partnership will allow customers to benefit from deep integration of Zappix VIVR (Visual Integrated Voice Response) with Avaya call center capabilities.
Posted June 14, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

Enacomm Voice Authentication lets credit unions provide a secure solution for personal banking. (Featured on SpeechTechMag.com.)
Posted May 23, 2017

The latest self-service release empowers users to better align monitoring and dynamic business demands.
Posted May 17, 2017

[24]7 expands its geographic footprint through an agreement with one of the largest business process outsourcers in Latin America.
Posted May 11, 2017

Application cost, deployment flexibility, system capabilities, and user controls should be considered when determining which contact center environment is right for your business.
Posted May 09, 2017

Technology allows sharing of visual and other data in real time during calls.
Posted April 19, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

The trio of solutions gained during its Interactive Intelligence purchase, composes an expanded customer experience platform. (Featured on DestinationCRM.com.)
Posted March 28, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

The integration of Blueworx Voice Response with IBM Watson supports real-time IVR communication using IBM's Watson's speech APIs.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017

Voxai clients can now add callback options to their contact centers.
Posted March 07, 2017

The TV network will deploy Eureka speech analytics across three call centers. (Featured on SpeechTechMag.com.)
Posted March 02, 2017

The enhanced RTA solution uses NICE's automatic enrollment to authenticate customers during self-service interactive voice response calls or those handled by agents.
Posted March 02, 2017

Earthbend's Cloud Contact Center is a multitenant version of Enghouse Interactive's Contact Center: Service Provider platform.
Posted March 01, 2017

Utilities OnCall 3.2 offers a more personalized IVR experience for callers.
Posted February 15, 2017

Zang Office is a customer communication platform that can be customized for small and midsized businesses.
Posted February 14, 2017

LightBound's Cloud Contact Center is available as an add-on to its Integrated Voice portfolio.
Posted February 13, 2017

Radish can now sell its ChoiceView Visual IVR and Visual Live Assistance Platform to Oracle Cloud customers.
Posted February 08, 2017

Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017

Pronexus, which has provided interactive voice response (IVR) solutions for more than 20 years, this week launched VB Voice 10.1, a program that will allow users to access both voice recognition and visual customer service through smartphone or HTML 5-enabled browser.
Posted January 30, 2017

IntelePeer combines cloud, contact center, premises voice into a single platform
Posted January 27, 2017

Auto Dialer automatically connects call center agents with prospects and customers in need of service.
Posted January 20, 2017

The Noble Composer 11 upgrade offers increased agent flexibility and efficiency.
Posted January 19, 2017

The Zappix Visual IVR offering helps users build an integrated cloud IVR and Visual IVR experience with Twilio IVR integration.
Posted January 19, 2017

Through the partnership, Vocantas IVR solutions are available to utilities.
Posted January 11, 2017

Parlance's speech-driven call handling solution is certified for interoperability with Mitel MiVoice Business.
Posted December 08, 2016

Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.
Posted December 01, 2016

The master agency will offer its clients Interactive Intelligence's PureCloud Engage contact center software. (Featured on DestinationCRM.com.)
Posted November 29, 2016

Speech and natural language technology vendor Interactions has added voice biometrics to its Intelligent Virtual Assistant application, allowing companies to offer seamless caller authentication and identification using the unique characteristics of each human voice. Interactions Voice Biometrics can also be added to new or existing customer care applications. (Featured on SpeechTechMag.com.)
Posted November 25, 2016

The new retail-specific Zappix Visual IVR offering enhances retailers' voice IVR.
Posted November 18, 2016

Access One has added the Enhanced Cloud Contact Center solution to its communication services portfolio.
Posted November 07, 2016

eLoyalty's newest solutions offer enterprise-class cloud technologies for midsized businesses.
Posted November 02, 2016

Spanish company expands Enghouse's contact center presence into new markets.
Posted November 02, 2016

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library