Tag Archive for: IVR

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2025 DrVoIP Contact Center Planning Guide!

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Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact center, the temptation is to jump straight into the technology — menus, routing profiles, integrations.…
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Amazon Connect Transfer to Queue or Transfer to Flow?

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When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree that offers options to reach different departments and workgroups in your company.   "Thank you for calling, Press 1 for Sales, Press 2 for Customer…
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DrVoIP Amazon Connect Tech Tip - LEX Bot Versions!

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Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting away from Touch Tone Call Tree IVR systems!  Really, are you not tired of "Press 1 for this and Press 2 for that"?   I know I am at every…
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Enhance your ShoreTel ECC with Speech Recognition & Chat Bots!

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Press 1 for English! Two characteristics of telecom technology in the 21st century continue to not make sense to us.  Why are we still using fax?  How come we still "Press 1 for this and Press 2 for that"?   I mean really, it is the 21st…
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A Five9 Call Center "cloud" migration success story!

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Time for a new Call Center? Recently we had the opportunity to move a major enterprise call center from a premise based solution to a virtual call center.      Though the existing premise call center had performed faithfully for a number…
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CISCO Version 11 - New "Conference Now" feature!

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Is your ShoreTel or CISCO Audio Conference Secure? Most all phone systems have some embedded resource for ad-hock audio conferences, ShoreTel and CISCO are no different.    CISCO, like ShoreTel,   had "meet me" conference facilities, but…
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Put your ShoreTel to work automating "Interviews" and "Surveys"

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Customer Survey or Order Entry One of the most requested IVR applications we are regularly asked when working with the ShoreTel product line is can we create a "customer survey" or automated voice "order entry" solution.    In this application…
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ShoreTel adds Siri features with SpeechBridge!

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Anybody who has used Siri or Google to ask for directions while driving, understands the importance of being able to navigate through an automated attendant menu using voice commands! Natural language, speaker independent speech recognition…
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New ECC Feature - Smartphone based "Visual IVR"!

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Imagine that you go to a restaurant, ask for the menu and the waiter hands you a phone?   You lift the handset and hear "Thank you for coming to our Restaurant home of great food and fine dining.  For breakfast, please dial one; for Lunch…
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ShoreTel Enterprice Contact Center Skills Based Routing!

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The ShoreTel Enterprise Contact Center provides for “Skills Based Routing” an often confusing and misunderstood feature. It is important to note that this function might not achieve the desired result as it is only effective when there is…

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