IVR vs. Voice AI Agents: The Better Way to Support Customers
Automation has always played a role in customer support, but expectations have changed. Customers no longer accept long menus, repeated…
Why Customers Still Hate IVR & How to Modernize Your Call Flow
For decades, interactive voice response (IVR) systems have been the front door to customer service. If you’ve ever called a…
What Call Routing Really Is and Why It Matters More Than You Think
Call routing is the process of directing incoming calls to the most appropriate destination. That destination could be a specific…
Omnichannel Contact Center Software: Connecting Every Customer Touchpoint
In today’s digital world, customers interact with businesses in many different ways. They send emails, chat on websites, comment on…