I think, analog CTI boards most problematic to configure other than simple incoming or inbound IVR Software. They are dependent on switch or PBX connected to them for many basic IVR functions, call operations. I am trying to list here the problems I had been facing while using analog CTI boards:- 1. Disconnect 2. Dial [...]
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Recently, I commissioned a IVR Software in a call center in India. I have gone through a good learning process about not only Call Center, but also how IVR can be used smartly to serve customers better, solve customer problems at shortest possible time as well as minimizing call agent intervention! My client is a [...]
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Many people seem to confuse with IVRS and Auto-attendant and Answering Machine! Though Auto attendant and Answering Machine may be compared, but comparing IVRS with either of them is comparing armored vehicle with F-117! ( Hope I have given the right analogy.:) ), they have similarities but they have major difference in usage, scale and [...]
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What is call flow ? Call flow is the options offered to caller by the IVR Application. When a caller calls to a IVR number, he is given various choices. After he chooses one option, he may be required to enter few more choices before he finally gets his required information. This complete call flow, [...]
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Toll Free Number and IVRS has very close relationship. Big companies, apart from Teleocm companies, which have large customer base, normally have a toll free number as call center. In US, normally Toll Free number starts with 800, in India, it starts with 1800. Recently I got an inquiry from a company in India, about [...]
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