Category: IVR & Self-Service


Category: IVR & Self-Service
West Corporation

Posted on June 13, 2019 by West Corporation 


Directed Dialog or Natural Language: Is Conversational IVR Right for You?

Directed dialog or natural language. You may not understand those two terms, but chances are pretty good you’re already using one of them when communicating with your customers. They both describe a form of interactive voice response (IVR) system, but one creates a far more conversational IVR experience. Read through the comparison below and see just what you need to know about choosing a directed dialog or natural language option.

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West Corporation

Posted on March 6, 2019 by West Corporation 


Visual IVR Demo: Mobile IVR Bridges the Customer Service Gap

Traditional interactive voice response (IVR) is still the golden standard for self-service. But it’s safe to say it doesn’t have the best reputation in the minds of many consumers. From dated interfaces to limited verbal working memory, there are many reasons a standard IVR fails, and businesses are looking for a more mobile IVR to provide results. Thankfully, a new technology has produced a workable solution: visual IVR. (And don’t miss the visual IVR demo at the bottom of the page.)

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West Corporation

Posted on August 30, 2018 by West Corporation 


5 Most Important IVR Authentication Best Practices

In customer service, you need to know what your customer wants. But it’s also important to know who they are. Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help.

When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service. That means your technology must be smart enough to tell who is calling. There are several ways to make that possible. Read More >

West Corporation

Posted on August 1, 2018 by West Corporation 


IVR Pricing: What’s the Real IVR Cost?

Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. But there are costs involved in buying a new solution or upgrading an old one. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price. Read More >

West Corporation

Posted on July 2, 2018 by West Corporation 


21 Steps to Get Customers to Love Self-Service

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.

In fact, one West client now saves an estimated $5.4 million per year thanks to self-service optimizations. And another company receives 80 percent of late payments within four hours of sending a reminder thanks to self-service text messages. Read More >

West Corporation

Posted on May 14, 2018 by West Corporation 


Summer Prep: 3 Best Uses of Inbound Communication Tools for Utilities

Proactive communication helps guide utility customers down the right path. But sometimes you need them to make the most efficient, cost-effective or responsible choice on their own. Yet even when customers want to make the right decision, they oftentimes still need to contact you for help. That’s where inbound communication tools for utilities can help, and summer is a great time to get started.

Inbound communication tools for utilities are really no different than tools used in other industries. They include solutions like chatbots, contact center software, interactive voice response (IVR), webchat, email, web portals and more. So you may already be quite familiar with these tools and just need some guidance on how to get more from them. Read More >

West Corporation

Posted on November 9, 2017 by West Corporation 


5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. Read More >

West Corporation

Posted on October 27, 2017 by West Corporation 


5 Key Steps to Build a Good Bot

By Aaron Fisher, Vice President of Innovation

Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >


West Corporation

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