AudioMenus Archives |

INI AudioMenus Puts Contact Centers in Control of Routing

By Maria Simonton Ask any contact center administrator what their biggest challenge is, and chances are they’ll say managing queues. Customer needs change as frequently as agent skills, so flexibility in how those queues are managed is of the utmost

INI AudioMenus™ Release 3.0 Adds Directed Dialogue Speech Recognition Support

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Interactive Northwest, Inc. Latest Application Curbs Need for External Developers and PBX Routing TUALATIN, Ore.— Contact center solutions developer Interactive Northwest, Inc. (INI) has added support for directed dialogue speech recognition to the most-recent release of its configurable IVR menu

Technologies Contact Center Agents will Thank Management For

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by Kyle Henderson Working in a contact center isn’t an easy gig. Day after day, call after call, agents may speak with callers who are irritated, distressed, uninformed, and often volatile because they would rather be doing anything besides calling

FAQ Automation Reduces Agent Burnout and Increases CSAT

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by Kyle Henderson Any IT manager, school teacher or medical professional will tell you that it’s no fun answering the same question over and over and over again. It wastes time and resources, and reduces morale for the person being