- RESOURCE CENTER
By investing in on-demand, automated IVR services, instead of physical, premise-based IVR platforms, more and more businesses are finding it possible to gain fast and easy deployment of new contact center apps, using a cloud-based SaaS solution. This webinar will address five of the most commonly asked questions customers typically ask in weighing the merits of an automated IVR service, along with answers to aid in your decision-making.
Wednesday, June 5, 2013 | 1pm ET
Putting the Self into IVR Self-Service: Perfecting the Self Service Model to Improve the Customer Experience
IVR has long been one of the most effective methods available to contain customer contact costs. Yet, Frost & Sullivan research shows that IVR self-service is the least liked by customers of any of the customer service channels. The net results are more "zero-outs", higher costs, and annoyed customers. Join Frost & Sullivan, Govolution and Angel as we discuss how you can make IVR customer-friendly by knowing your customers with the help of intelligent data, which allows you to personalize the experience. Learn More >
Customers increasingly expect businesses to better anticipate individual needs and provide more personalized, on-demand services across every channel, no matter what medium the customer chooses to access information. To manage customer experiences effectively, organizations must develop a strategy to encompass all customer touch points across the organization. Learn More >
When it comes to the customer experience, marketers and business executives pay extremely close attention to the smallest details. There is special attention paid to the appeal and placement of products and tens of thousands of dollars are spent making the company's website and web experience as user friendly and engaging as it can be.But the phone system--and its handling of the customer experience--is usually completely ignored. Considering this is perhaps the most significant of all customer experiences, and possibly the first time a customer or prospect hears the voice of the company, can you really afford to continue not giving your phone channel the attention it deserves? Learn More >
Here's the scenario: a customer just had a great experience with your brand. Not only do you want them to come back again, but you want them to become a loyal customer for years to come. Now it's time to get proactive! By anticipating customer needs, proactive customer communications can elevate your brand loyalty and increase revenue by delivering information, alerts and notifications to customers when they need them and where they need them. Learn More >
As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking self-service solutions that can provide sound business benefits and improve the customer experience. The phone channel is often times your organization's first line of communication between customers and your brand. Delivering an exceptional customer experience should include intelligent self-service and automation so that your customers can easily complete transactions, solve problems and save your business time and money at the same time. Learn More >
Siri changed the game and consumers now expect the option of interacting with their smartphone by voice. An ideal customer experience (CX) allows the user to choose their preferred method of communication. In the mobile arena, the choice is: interact via touch or interact via voice. Touch is straight-forward. Voice is cutting edge. How will you make voice a part of your mobile CX? Discover how Lexee, Angel's mobile voice application, can take your customer experience strategy from basic to advanced by adding voice to new or existing consumer facing apps that can drive revenue, contain contact center calls and improve the overall customer experience. Learn More >
The term contact center has redefined the role traditionally held solely by the call center. While a traditional call center would manage customer care efforts through voice (i.e. phone and IVR) interactions, Aberdeen Group's latest studies show that more than half of all contact centers use at least six channels to listen and engage with their customers. Learn More >
When your customers or prospects call, email, text, post, tweet, visit, or chat will your company be there? Will it respond quickly and appropriately enough? Will responses leverage the intelligence of interactions on other channels? These are some of the questions that savvy customer support leaders are asking when moving to a multichannel customer service environment. Learn More >
4 Intelligent Contact Center Strategies: Deliver Positive Customer Experiences Across All Customer Service Channels
Despite technology advances, many organizations still struggle to improve customer satisfaction over one interaction channel, let alone multiple channels. While it might seem impossible to consistently satisfy customers across all customer service channels, it's not. The trick is to make your contact center more intelligent. Learn More >
Experience, loyalty, satisfaction, engagement. No matter the goal, you understand that your customer is king and you are responsible for creating compelling experiences that keep your customers coming back. Whether that first line of communication occurs via phone or an SMS text message, you must use these channels to create personalization and engagement in order to drive ongoing interaction with your customer base. Learn More >
You can have your cake and eat it too thanks to a Virtual Contact Center (VCC) Solution. VCC is at the core connecting your customers to agents seamlessly. This interaction must be delightful, as it is often times the first line of communication between your customer and your brand. If done well, you have a customer for life. If done poorly, you risk customer loyalty. With the right VCC solution, you can achieve a personalized contact center experience - which is good for the customer - and a strong agent/supervisor staff - which is good for the business. Learm More >
The pharma industry faces enormous ongoing challenges - from patient awareness and communication, to competitive pressure, and increasingly stringent regulatory environments. Pharma brands need to be at the ready to respond to growing patient needs while cutting costs and improving the customer experience at the same time. This can't-miss webinar will provide the tools you need to enrich your brand's customer experience strategy and grow profitable customer relationships. Learm More >
Gaining insight into key applications such as an IVR or Contact Center solution allows you to make better business decisions for one of the most important touch points - your customer. With true embedded business intelligence, you can get real-time call data that gives business users the power to make iterative changes that can directly impact the customer experience. Register today for this can't miss webinar and discover how you can turn data into customer experience excellence. Learm More >
Mobile apps have exploded in popularity with over 1 Billion apps being downloaded monthly from the App Store. Now, more and more companies use mobile apps as a new touch point with their customers. And, thanks to Siri, the next frontier in mobile apps is mobile voice. Why would companies want to utilize this new technology? The customer experience (CX) is vastly improved, and when customers are happy, companies are even happier. Come witness the power of voice and imagine what you could do with a voice assistant for your enterprise. Learm More >
It's as simple as asking...You want fries with that? It is simple questions like this that increases revenue. There is nothing wrong in asking for the sale – especially to your current customer base. Renew a contract, add money to a debit card, and order a prescription refill – each of these interactions play an essential role in a well-designed customer care strategy. Proactive customer communication automates your notifications to deliver timely, targeted notifications that increase revenue and customer loyalty. Learm More >
A Virtual Call Center is at the core of connecting your customers to agents seamlessly with technology innovations that are changing the way customers interact with your business. With a personalized contact center experience, database and CRM integration, and agent monitoring and reporting, a VCC is an integral part of your business' success and the first line of communication between your customers and your brand. Learm More >
Appointment confirmations, prescription refills and payment reminders – each of these proactive messages play an essential role in a well-designed customer experience (CX) strategy. Proactive customer communication provide automated, timely, and targeted messages that reduce contact center costs while growing a profitable customer relationship – putting your business ahead of the rest. Learm More >
With the multitude of ways to interact with customers today from chat, social, SMS, phone, and mobile it’s no wonder organizations struggle to develop a comprehensive CX strategy that can put them ahead of the competition. In order to get ahead of the CX curve, businesses need to be continuously innovative and put the customer first to determine how they will evolve in the future. In this on-demand webinar, Dave Toliver, Director of Customer Success at Angel will guide you through the next generation CX strategies that will ultimately delight customers and improve customer satisfaction and brand loyalty. Learm More >
Everyday customer experience (CX) executives are faced with the ongoing pressure to deliver a positive experience to increase customer satisfaction and brand loyalty. But a well-designed customer experience does not have to be a scary process. By utilizing cutting-edge multi-channel technology, implementing proactive customer communication and user-friendly applications, customers’ experience of your brand will no longer be a myth. This on-demand webinar will debunk the 4 biggest CX myths. Learm More >
Marketing professionals understand the need to build and maintain strong customer relationships in today’s competitive markets. By establishing a comprehensive proactive customer communications strategy, marketers and brand managers can provide automated, timely and targeted messages that reduce operational costs and grow profitable customer relationships. Discover how to put your brand ahead of the rest. Learm More >
Proactive customer communications provide automated, timely, and targeted messages that reduce contact center costs while growing a profitable customer relationship – putting your organization or pharma brand ahead of the rest. Whether you are looking to grow business, cut costs or improve customer engagement, outbound communications empower your organization to create customized campaigns that provide highly relevant information in a timely fashion. Learm More >
There is no doubt that 2012 has been the Year of the Customer in every way imaginable. Mobility, social, SMS and proactive notifications have taken many organization’s CX strategy from non-existent to top priority. As the customer landscape continues to evolve, a delightful experience is here to stay and will continue to shape the way businesses interact with customer demands. In this on-demand webinar, we’ll take a look back at the Year of the Customer and look to the innovations of the future that will continue to shape the way customers behave and engage. Learm More >
Mobile apps have exploded in popularity with over 1 Billion apps being downloaded monthly from the App Store. Now, more and more companies use mobile apps as a new touch point with their customers. Thanks to Siri, the next frontier in mobile apps is mobile voice. In this webinar you will learn why you need to add mobile to your customer experience strategy, identify scenarios where voice provides a better customer experience and discover why every organization will need a voice assistant to best serve customer needs. Learm More >
Would you consider the customer experience (CX) you provide average or exceptional? Businesses are increasingly focusing on delighting their customers in new and innovative ways and are challenged to stay ahead of the CX curve. Whether you are considering building a CX strategy from the ground up or looking for new ways to improve your current strategy, this webinar will outline the 5 secrets every customer care professional should know to take your CX from average to exceptional. Learn More >
Whether you are a contact center professional, a customer experience strategist or a CRM power user, you understand the importance of seamlessly integrating your IVR to your CRM. Not only does this integration streamline support and sales functions, but phone-enabling your CRM increases agent productivity and allows for an overall better customer experience. In this webinar, learn three simple ways you can easily leverage your IVR and Salesforce integration. Learn More >
The delivery of a consistent and agile multi-channel customer experience (CX) can set your brand head and shoulders above the competition. Together, Angel and Parature create a superior and balanced multi-channel CX, increase agent efficiency, improve workflow processes and resolution times, and dramatically increase customer satisfaction - yielding brand loyalty. Take away valuable tips that will connect your customers with a multi-channel CX strategy today. Learn More >
Let’s face it, we all hate poorly executed IVR technology. A flawed system without regular testing, tuning and maintenance can be a company’s worst nightmare. In today’s IVR market, businesses both large and small have to carefully plan out their customer experience strategy to do whatever it takes to delight their audience. With the rise of alternative methods to provide superior customer support, such as SMS text and social media, the use of traditional IVR systems just isn’t enough anymore. A well thought out cross-channel strategy focused on SMS, IVR and social working in conjunction with one another can deliver the ultimate customer experience for any organization. Learn More >
Anyone who has used an IVR understands the common frustrations: listening to never ending menu options, having to repeat information multiple times within the application, and not having the option to reach a person when needed. It seems that well-developed, intuitive, user-friendly IVR systems may be the exception rather than the norm. The reason? Traditionally, organizations employing IVRs and other voice applications have been forced to balance between managing business costs and driving customer satisfaction. So, how can you delight callers with world-class customer service while, at the same time leveraging the business benefits of voice automation? Learn More >
A customer's experience should be any enterprise's ultimate priority, yet too many organizations are content with taking a passive approach to their customer care. With today's expanding technology integrations, connecting location and messaging services with IVR technology, businesses can build a proactive customer care strategy that incorporates real-time information to benefit their customer's growing needs. Having IVR technology paired with location and messaging services, organizations can not only determine a caller's location both in-call and out-of-call, but can also engage in two way SMS messaging with the customer giving another channel of communication. Learn More >
Research has shown that no matter what the industry, there is a 30-55% percent falloff rate when a paper process is involved in getting a signature from parties who are not face-to-face, and the healthcare industry is certainly no exception. Join Angel and VoiceVault on March 7, 2012 for this hour-long webinar and learn how voice biometrics can enhance the customer experience in healthcare by offering e-signature capabilities via the telephone to shorten sales cycles, reduce time spent on the phone with agents to verify identity, and how voice biometrics can be used to create a legally binding signature more secure than ink..
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With the mandate for government agencies to harness the benefits of cloud computing brought about by the recently published Cloud First Policy, many government CIOs and IT staff are taking steps to migrate their IT portfolios to take advantage of the many benefits of cloud computing. Today, government agencies have endless phone channel needs to reach employees and constituents with a fast, scalable technology. Outbound engagement allows federal, state and local agencies of all sizes to quickly and efficiently provide outbound notifications whether it is an emergency broadcast, election campaign or satisfaction survey. With a cloud-based outbound engagement technology, government agencies can easily lower both time and cost barriers to deployment resulting in more transparent communication to employees and constituents. Learn More >
Over half of all customer experiences take place across multiple channels at any given time. Trying to reach a customer service representative can often times be a challenge, frustrating your customers and potentially tarnishing that relationship. By automating the phone channel and providing a live chat feature, customers have more options than ever before to have their problem solved and question answered without ever speaking with a live agent. Join Angel and Velaro on Wednesday, March 14, 2012 for this hour-long webinar that will provide best practices for the cost-effective use of live chat and phone to enhance customer relations while also increasing the efficiency and productivity of your support team. Learn More >
Fraud prevention, secure banking transactions and mobile payments - what do these three applications have in common? A: The need for simple, reliable user authentication. That's where voice biometric-based solutions play an important role. Join Angel and VoiceVault on Wednesday, March 21, 2012 for an hour-long complimentary webinar that will discuss the multiple ways that the banking and financial services industry can serve its customers using voice biometric technology. With customer experience management at the forefront of most financial enterprise initiatives, the need for a reliable, cost-effective and secure solution to verify a customer's identity is more important than ever. Learn More >
When it comes to the customer experience, marketers and business execs pay extremely close attention to the smallest details. There is special attention paid to the appeal and placement of products. Tens of thousands of dollars are spent making the company's website and web experience as pretty and engaging as it can be. But the phone system--and its handling of the customer experience--is usually completely ignored. This Webinar takes a close look at how to design the customer experience, and how your brand can be humanized by taking advantage of new, cloud-based voice technologies in your inbound phone system. Learn More >
2011 was a big year in the shift to cloud technologies when it came to IVR and contact center solutions. More than half of business expect to use an external deployment option in the future, and 62% of businesses have either recently implemented or are expanding/upgrading self-service speech platforms. Join Art Schoeller, Principal Analyst in the Contact Center space at Forrester, as he guides you through how decision-makers are drafting their contact center upgrade plans, how they are prioritizing self-service productivity boosters, and what you should be prioritizing for 2012 when it comes to customer service. Learn More >
Join the Aberdeen Group's Gaurav Patil as he discusses the findings of his recent research that reveals specific strategies and capabilities of Best-in-Class companies that result in measurable performance improvement in the Contact Center. We'll dive into how contact centers can utilize data and analytics to produce results. You'll also learn how Business Intelligence in the IVR platform allows you to get granular-level detail of how your voice application is performing for your callers. Learn More >
Connect your IVR and Contact Center through the Salesforce.com App Exchange
Salesforce.com has become a true force in business technology by achieving hyper-critical mass of first-rate partners that comprise the company's AppExchange Marketplace. In this Webinar, Angel's Jason Hochman discusses how Angel enables Salesforce.com users with IVR and Contact Center solutions to fully automate data capture to help increase agent productivity and enable a better caller experience. Learn More >
Presented by Matthew Stauble, Sr. Director, Global Customer Support at Palo Alto Networks, this Webinar outlines the steps involved in transforming its customer support from a random, manual call answering process to a completely automated system for their inbound calls. Hear how this fast-growing network security company moved to a cloud-based IVR and Virtual Call Center that integrates with its CRM system, transforming its team of support agents and providing a next-gen support program for its customer support service offering. Learn More >
Download this on-demand Webinar with Customer Management IQ that will address the benefits of moving from an on-premise IVR to a SaaS model and illustrate how a more agile, flexible and cost-effective model can positively impact customer experience, customer satisfaction and call center productivity. Featuring Angel customer Sindhu Rajan, Senior Director of Customer Support for Hughes Networks, attendees will understand why Hughes chose to migrate to the cloud, and hear about the improvements in customer satisfaction and call center productivity post implementation. Learn More >
Companies are increasingly turning to the Cloud as the ideal solution for replacing a legacy IVR system. This Webinar will address why, especially in today's tough economic times, companies are moving to the Cloud to realize immediate and long-term ROI by getting up and running fast on a secure, scalable and resilient platform. In short, you'll not only get a history of cloud computing, but you'll see why it's better, faster AND cheaper. Learn More >
Don't Wait to Migrate Your Legacy IVR: Cut Costs and Drive Profits through Next Generation Technology
Despite its inherent challenges, migrating legacy IVR can be an opportunity to increase customer satisfaction and customer retention while cutting costs. Businesses that move swiftly to begin bringing next generation IVR on board will reap tremendous benefits in all these areas. Learn More >
View this Webinar to learn how speech technologies are providing new ways to understand and communicate with patients to improve their experiences and satisfaction by implementing effective, targeted and personalized wellness campaigns in inbound and outbound customer communication channels.
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Are your callers opting out … abandoning the call … or worse yet, defecting at alarming rates? Any of these situations indicate your IVR is not functioning optimally. This Webinar will show you how to use Business Intelligence (BI) Analytics to diagnose, design a plan to bring your IVR back to full health. Learn More >
Learn how to continually improve your company's customer support systems by optimizing business intelligence and analytics. In this webinar, we will describe firsthand how to keep service initiatives on track and ensure ever-soaring customer satisfaction levels while maximizing your resources.
In this informational webinar, learn how leading pharma enterprises have utilized their IVR systems as a strategic asset to increase brand awareness, penetrate the market, increase market share and generate leads for their brands. Whether building market awareness when launching a new prescription drug, or conducting product differentiation to stimulate a declining brand, a pharma's IVR system can be a vital source of competitive advantage.
This informational webinar will give you the tools to use leading-edge technology to effortlessly build an IVR system that is fast to deploy, enables iterative changes in real-time and makes caller experience accurate and enjoyable.
Caller Bill of Rights 201: Learn 10 ADVANCED tips on designing integrated customer experience solutions with your callers in mind.
Caller Bill of Rights 201 digs deeper into each of the original Rights, teaching you how to use technology effectively and design systems that do not waste callers' time. How does CTI "screen pop" work to the benefit of both the caller and the agent? How can CX Analytics be utilized to increase containment and customer satisfaction?
Learn how to shorten issue resolution time by routing entitled calls to available representatives, enforce phone-based Service Level Agreements by automatically verifying support plans and deflecting non-entitled callers, easily report on support activity across all support channels, including IVR, direct phone calls and tickets, and more.
This webinar discusses the in-depth technical overview of CX Builder, Angel's point-and-click toolkit for building IVR, speech recognition, and Virtual Call Center applications (or Voice Sites). Covers different aspects of CX Builder, including how to make optimal use of the different Voice Page types, options for customized reporting, and how to delight callers through creating effective voice user interfaces.