April 24, 2012
Webinar - Interactions Corporation Making Voice Automation 'Cool' in the Contact Center
By Stefania Viscusi, Assignment Desk Editor
Customers today have evolved to become much smarter about the products they buy and companies they do business with. Because of this, the need to improve customer service and make it more consistent has become a top demand.
To achieve best-in-class customer service, technologies and solutions that make it possible to quickly respond to changing customer demands is key.
As part of their “Cool Vendors in CRM Customer Service and Social, 2012” report, Gartner (News - Alert) has recognized Interactions Corporation as a “Cool Vendor.”
Mike Iacobucci, CEO at Interactions said the recognition from Gartner is, “A testament to the innovation that we bring to the industry and the commitment to quality that we have with our customers, their customer care initiatives, and ultimately, their callers. This recognition is evidence of the integrity of the company that we have built."
Interactions offers natural conversation, voice automated systems that engage callers so they feel as though they are interacting with a live agent. The company’s offerings can allow customers to have a 2-way dialogue using natural speech over the phone, mobile, or Web.
According to company officials, IVR plays a very vital role in making this latest push for improved customer service successful. “Increasingly price-sensitive customers and an ever-growing list of consumer alternatives require companies to enable a positive experience at every step in the customer journey; the IVR is no exception. Automation, when enabled correctly, can provide customers with an unobstructed path to easily accomplish their goals, and in effect, reduce their effort,” company officials told TMCnet.
The Gartner report specifically notes that to meet the demands of leaders in customer service worldwide who are seeking ways to improve customer service, what they call “a new crop of customer service and social vendors” have emerged.
To find out more about How IVR is reshaping revenue generating contact centers, be sure to check out an Interactions sponsored Webinar happening tomorrow at 2PM EDT.
Edited by Amanda Ciccatelli