Let The Bots Do The Legwork – How To Use Natural Language Processing To Transform Your Voice Workflows

Posted by 3CLogic on May 14, 2021 2:44:02 PM

We’ve all been there. Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. A voice recording welcomes you and asks you to explain why you’re calling. You hesitate, knowing that the voice on the other end is computer-generated, not human.

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Topics: interactive voice response, Natural Language Processing, voice self-service

Why Voice is Essential to the Customer Experience

Posted by 3CLogic on Apr 9, 2020 7:00:00 AM

Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete.

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Topics: interactive voice response, omnichannel, voice platform, digital workflows

PGA TOUR Superstore Selects 3CLogic Contact Center Solution to Help Drive Customer-Centricity

Posted by Kathy Ruxton on Nov 22, 2018 2:56:00 PM
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Topics: interactive voice response, hybrid cloud, ServiceNow, customer engagement, CSM, ITSM

4 Benefits of Using an Interactive Voice Response (IVR) System

Posted by Rachel Brink on Dec 5, 2016 9:46:40 AM

An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.

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Topics: customer service, self-service, interactive voice response, IVR

4 Benefits of Using an Interactive Voice Response (IVR) System

Posted by Rachel Brink on Mar 20, 2015 8:54:00 AM

4-reasons-your-business-needs-an-interactive-voice-response-ivr-system-thumbAn astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.


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Topics: interactive voice response, IVR

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