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•IVR 101: The Advantages of VoiceXML-Based IVR Systems
In this podcast, TMCnet talks to Plum Voice CEO Andrew Kuan about what’s driving more and more customer-facing companies to adopt IVR systems, and how technologies such as VoiceXML are improving IVR. We talk specifically about Plum Voice’s value proposition as well as about IVR generally.
•The Facts About SIP
After years of refinement, the international SIP standard continues to become more integral to the movement toward converged voice and data communications. Unfortunately, some legacy vendors are still questioning various aspects of the open SIP standard. Here are a few of the more common objections going around and the Interactive Intelligence responses to them.
•Multi-Channel Service: Enhancing the Customer Experience
Enhancing the customer experience has never been more important than it is in today’s economic environment. Customer satisfaction and retention are critical to any organization’s success and initiating a customer-centric culture and focus on the customer experience is essential to that end. This white paper explores the importance of providing customers with choices for their preferred method of support. Multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, social networks, and easy issue escalation paths via the Web to improve the customer experience and increase customer satisfaction.








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