Transforming customer experiences

The NICE inContact Blog

Category: AI

14 blogs
Your IVR wants to sing 5 reasons to consider conversational AI

Your IVR wants to sing! 5 reasons to consider conversational AI

When it comes to making investments in customer service improvements, it’s hard to beat the transformational power of conversational AI to deliver a better customer experience in the contact center. In this blog post, we’ll dig into conversational AI – what does it mean for IVR and why businesses should care.
Customer reaches out to customer service digitally and automation helps guide him to the correct place.

Contact Center Automation: From Nice-to-Have to Necessity

Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
IVR is an automated self-service voice menu that accelerates resolution and improves routing.

Review & Refresh Your IVR: Make Life Easier for Customers

One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
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