You can’t spend five minutes on the internet these days without running across something that is either about AI or was created by it. Call…

A call path is the journey a phone call travels from the moment you press send until it reaches the person on the other end…

As any call center manager knows, an effective team needs to be able to scale up and down in size without affecting the quality of…

We recommend Nextiva for most people trying to decide between the two because it’s easy to use, deploy, and scale no matter how you plan…

IVR (interactive voice response) phone systems are often the first line of contact between a business and its customers. This means that any technical flaw…

Getting ready for a big game involves a lot of practice and preparation so you’re at your best when the time comes. In the customer…

If you have the budget for an IVR system, Nextiva’s Advanced IVR is the best choice.  But what if you don’t have the money and…

Most online resources about Interactive Voice Response (IVR) compliance only focus on the Payment Card Industry Data Security Standard (PCI DSS). That’s usually a mistake,…

There’s a good chance you’ve called a customer service hotline before and encountered a voice asking you to press a number to select a self-service…

It’s common knowledge that you can serve your customers better when you have a deeper understanding of how they feel, but it can be difficult…

The idea behind conversational IVR is simple: a customer speaks naturally to the IVR as they would with a real agent, and the system understands…

Nobody likes being put on hold. In fact, research shows that the chances of someone hanging up increase dramatically after just one minute.  Of course,…

If your phone has been ringing off the hook with unwanted calls from unknown numbers, there’s a good chance your phone number found its way…

There’s no shortage of challenges that call centers face each day, and all of them are important in their own right. However, the following four…

Using a well-designed IVR system can improve call handling in several ways. Not only can it improve the customer experience, but it’s also available 24/7…

The right IVR (Interactive Voice Response) routing strategy provides agents with a balanced workload and a higher chance of resolving issues on the first call. …

Five9 is an enterprise-level call center as a service (CCaaS) solution that works best for organizations with over 1,000 agents. It’s a cloud-based system that…