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Revitalize Your Outbound Call Center With These 3 Best Practices

Posted on: November 21st, 2017 by Daniel Burns

Outbound call technology has advanced significantly in the past few years. This jump has allowed for better agent productivity, increased sales and greatly improved customer satisfaction. A key component in this shift is the move of the contact center to the cloud. Companies that want to see a boost in their bottom line should take a close look at several best practices whenever they design a new outbound dialing architecture. The three components are incorporating customer relationship management into the auto-dialer system, delivering valuable data to customers and leveraging a predictive no-pause dialer.


CRM is the Backbone of Auto-Dialing


The purpose of your customer relationship management software is to centralize customer data and allow for other applications to leverage that data. Call center integration with your CRM today is a must. When the CRM is fully integrated with your auto dialer, you are able to maintain unified records across all departments and assure information available to agents is up-to-date and accurate at the time of the call. Without this integration, maintaining separate applications and information is not only costly and inefficient, but you also run the risk of inaccurate information which could result in missed sales opportunities and/or a poor experience.


Valuable Information for Customers


One of the most effective ways for increasing customer satisfaction and retention is to deliver truly valuable information on every call. When an agent is able to offer useful account data, relevant changes or facts the customer can use, then the call can become genuinely helpful to them. Rather than opening with a stale sales pitch, this builds trust and opens up communication, giving you an opportunity to provide offers and ultimately will leave them with a better experience.


Predictive, No-Pause Dialing


Why lose contact with customers who hang up, lose interest or are just plain confused by the traditional 2-second pause? Predictive dialing that utilizes a no-pause feature assures everyone that when the customer picks up, the agent is already on the line and ready to speak and engage. Two seconds might not seem like a lot of time in the overall scheme of life, but in outbound marketing and customer contact, that space of time can make a huge difference in contact and sales percentages. In the end, a no-pause, auto dialer can greatly increase profits, sales, and customer retention.


It’s All About the Cloud


In today’s highly competitive sales environment, outbound calling systems that are located on a company’s premises can only do so much. Cloud-based contact solutions allow even smaller organizations to implement highly effective sales and customer contact campaigns at a reasonable cost and with almost no commitment to purchasing additional technology. The idea of adding muscle to a marketing effort with no extra hardware, and at a modest cost, can add up to long-term success for any company that wants to use outbound calling as a way to generate revenue and widens a customer base.


Taking advantage of these best practices and integrating a cloud-based auto dialer solution can greatly increase the effectiveness of your outbound call center, resulting in more sales and greater customer satisfaction.

Keys to Optimize Your IVR for Customer Satisfaction

Posted on: November 21st, 2017 by Daniel Burns

IVR software is one of the primary ways your business touches your customers. Your IVR strategy can make or break a customer’s experience with your brand. From finding answers to routine questions, account information or receiving assistance for basic service needs, an intuitive and user-friendly IVR design is crucial in order to provide customers with solutions they are looking for. Here are the keys to an effective auto dialing IVR design that will directly impact your business.


1. Offer the option to talk to a human agent.

First call resolution is critical to overall customer satisfaction scores. Where should the caller be given the option to speak to an agent? According to research conducted by Software Advice, it depends on the business model on whether this option should be positioned up front or further down the menu. Doing the former can help increase call volume while doing the latter can lower operational costs but may also increase the number of hang-ups. Analyzing call center data and customer feedback will help provide the guidance to make the determination of your business model.


2. Keep your menu options to a maximum of 5.

Five is the most comfortable number of options for any caller who does not want to be overwhelmed with too many choices. Too many options can be confusing, and may just force your caller to hang up out of frustration. For simple and generalized services, even two options can be enough.


3. Use self-service options in the first two menus.

Most callers are willing to use self-service features if these can get them the solutions they need. This also decreases the overall call volume that eventually reaches agents.


4. Keep your introduction and menu options to 8 seconds or less.

While intro messages are helpful for promoting the brand, keeping it short prevents hang-ups due to options that take too long. According to the study, Fortune 500 companies keep their intro messages below 7.9 seconds.


5. Avoid branding statements in the introduction.

Branding statements prolong the length of the intro and may flood the caller with too much information. This may reduce the chances of the caller wanting to continue with the self-service options. If the branding message is not necessary, exclude it to keep the introductions as short as possible.


6. Choose a female voice.

Studies have shown that human brains resonate better with female voices. However, this option may depend on the demographic of the caller population, since there are services where male agents and providers are the norm and therefore, this should also be translated to your auto dialer software or IVR.


7. Opt for dial-pad response systems.

Most of the IVRs utilized by Fortune 500 companies rely on dial pad response systems over voice response. The former requires simpler technology, is less prone to bugs and is often easier to use. Voice input methods often require advanced speech recognition technologies to make them a reliable and user-friendly feature.


8. Opt for automatic re-direct to avoid hang-ups.

Many companies force callers out if they fail to input options on time. While this method can surely reduce call volumes, it can be extremely frustrating and may be one factor that can drastically lower customer satisfaction rates. Opt for automatic transfer to a live agent instead.


IVRs must be designed with the caller and human use in mind. This includes knowing people’s habits, knowing your demographics and what their desired options are to make customer service effective, efficient and leaving them with a good experience. Your business depends on it.

IVR and Billing Products Enhance NewNet Communication Technologies Competitive Offerings

Posted on: May 13th, 2015 by Nimblevox

By Rachel Ramsey, TMCnet Web Editor

Sit on the business side of a phone call — the receptionist’s or agent’s side — and you will  quickly understand just how repetitive phone calls can be. Take a doctor’s office, for example. After a few hours of answering phone calls, you realize the majority of patients are calling about appointments, many are calling about prescriptions, a handful are calling about insurance and the rest are calling about miscellaneous items, like post-procedure questions and follow-up inquiries. This is when an interactive voice response (IVR) system would come in handy. It can help route calls to the right people and, in this case, ensure that the receptionist can have more time for in-person interactions, paperwork and those phone calls that benefit from personal attention.

The Nimblevox platform is a hosted IVR solution that may be customized by anyone who wants to develop, deploy and manage voice applications, SMS campaigns and telephony services in the cloud. Turning to the cloud for IVR applications offers benefits such as scalability, quick deployment, ease of experimentation, business continuity/disaster recovery and cost reduction.

The Nimblevox engine enables users to develop cutting edge communications applications and manage them easily via a web-based administration console. It provides advanced IVR features for outbound calling campaigns, ringless voicemail, conferencing and audio streaming, and offers lower total cost of ownership, allowing users to bring voice and SMS applications to market faster with less risk.

Earlier this year, Skyview Capital acquired the Nimblevox products through its portfolio company, NewNet (News – Alert) Communication Technologies, to offer its customers an even broader range of communication solutions expanding its next-generation mobile, fixed line networks, signaling, messaging and transaction processing solutions.  Nimblevox enhances NewNet’s product offering with its inherent SIP and VoIP capabilities.

The acquired Interact portfolio also offers Invigorate, a real-time convergent billing system that delivers real-time rating and discounting, bill shock prevention, rate management and subscriber management for mobile operators. It’s engineered to meet the needs of operators in today’s ever changing and competitive environment. Invigorate may also be deployed as an adjunct rating service, so new features can be added to an existing billing/rating infrastructure without impacting the core rating engine. Together with Nimblevox, Invigorate enables NewNet to help organizations worldwide improve their global communications.

“We have identified opportunities in the IVR and mobile charging and rating markets,” said Kutluk Uslu, SVP and general manager, Interact Business Unit. “The addition of Interact’s Nimblevox and Invigorate products to the NewNet product portfolio enables us to address these markets and provide IVR and billing solutions to service providers, enhancing our competitive position and accelerating our commercial growth.”

The acquisition broadens NewNet’s product offering to telecom carrier clients and includes extended global market reach, mobility and secure transaction products, as well as total integrated speech applications and a solid company foundation.

“The Interact suite of products complements our NewNet Messaging and Secure Transactions business lines. They help our carrier and enterprise customers better reach and serve their client bases. NewNet is actively looking for additional businesses to add to its product portfolio,” said Matt Thompson, SVP Corporate Development, NewNet Communication Technologies.

NewNet CEO, PJ Louis says, “Our Interact unit allows NewNet to provide useful tools to help enterprises bill, contact, and service their customers.”

View the original article here.