Automatic Call Distribution, ACD, IVR, Interactive Voice Response

Jul 28, 2020

IVR and ACD: The Dynamic Duo of Call Center Technology

Posted In: ACD, IVR Author: Hannah Gardine

They say that two is always better than one. As call center technology is ever-evolving, different types of features come and go. However, IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) always come together to elevate each other with their individual features. Thanks to cloud-based technology, these features can be used for their maximum […]

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Interactive Voice Response IVR

Jul 08, 2020

Interactive Voice Response (IVR) Creates the Perfect Customer Service Solution

Posted In: Business Intelligence, IVR Author: TCN

TCN is your IT department “In the Cloud” for all your IVR needs. An IVR (Interactive Voice Response) system is usually an automated customer service solution that uses pre-recorded responses to meet caller needs that make your call center rock-n-roll. A good IVR can save your business a ton of money. When you’re managing a […]

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Dec 11, 2019

What’s the Difference Between Call Center ACD and an IVR?

Posted In: ACD, Business Intelligence, IVR Author: TCN

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

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Jun 21, 2019

5 Calls You Can Automate Through Interactive Voice Response

Posted In: IVR, Now Trending Author: TCN

Every day, contact centers all over the world unknowingly waste time and money on customers with one simple requests. The worst part? Customers did not need or want to talk to an agent to solve their request. In fact, an agent helping a customer in this situation may have made that customer’s experience worse – […]

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May 01, 2019

How Cloud Contact Center Solutions Revolutionize Outbound Billing

Posted In: IVR, Outbound Author: TCN

Getting paid can be the hardest part of doing business. From collection agency contact centers to businesses offering reminders and proactive payment assistance, it can be painful to efficiently handle payments with the systems that were once seen as cutting edge. Enter cloud contact center solutions; a suite of tools designed to make the process […]

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ACD call system cloud contact center platform

Mar 01, 2019

4 Ways an ACD System Shortens Call Time and Increases Agent Availability

Posted In: ACD, Business Intelligence, IVR Author: TCN

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

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Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: ACD, Agent Efficiency, IVR, Strategy Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

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Nov 02, 2018

3 Cloud Contact Center Software Secrets for Capacity Planning

Posted In: IVR, Strategy Author: TCN

Capacity planning can be very difficult and confusing for many call center managers and executives. How do call centers know who to schedule and when to schedule agents? That’s the central question surrounding capacity planning. Instead of using error-prone spreadsheets or complicated formulas and calculations, call centers can rely on cloud contact center software to […]

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Oct 26, 2018

How Call Center Software Builds Top Net Promoter Scores

Posted In: Cloud Call Center Software, IVR Author: TCN

Net Promoter Scores (NPS) are one of the best methods of measuring customer loyalty, according to recent research from the Temkin Group. After asking thousands of consumers to give an NPS to 294 companies across 20 industries, they discovered that promoters, as compared to detractors, are more than 5x as likely to repurchase from companies, […]

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Oct 05, 2018

4 IVR Call Center Strategies for Painless, Efficient Customer Service

Posted In: IVR, Strategy Author: TCN

Interactive voice response (IVR) is usually a call center’s first contact point with a customer. Which is good, because according to Steven Van Belleghem, 40% of customers prefer self-service over interacting with human agents. Not only that, but customers using some sort of self-service to solve their problems has increased from 67% in 2012 to […]

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