CX Assurance Blog

Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.

There’s a Better Way To Keep Your Toll-Free Numbers in Line

Think about a time when you had to call a company for assistance in solving a problem. Maybe you had a return to make, utilities to turn on, doctors offices to speak with. You looked up the customer...

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals

Organizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first...

Show Customers You're Really Listening

Nobody wants to be the one who’s blindsided when a relationship doesn’t work out. “I thought it was going so well!” you say. “We talk all the time. You never complain. You say yes to everything, so I thought it was smooth...

Cyara's Latest Testing Solution Ensures a Seamless CX Across All Your TFNs

Toll-free numbers are a critical component of many businesses’ customer service, sales and marketing efforts. Large enterprises may employ hundreds or even thousands of them to connect to...

Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one...

Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated.

You’ve just invested in a new Interactive Voice Response (IVR) solution or back-end data system and integrated it with your customer journeys in mind. So what’s next? You’ll need to assure that these systems actually provide the customer experiences you've...

“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software —...