contact center Archives |

IVR Modernization on AWS: A Case Study

Background A federal government agency needed assistance bringing their contact center technology forward to better support their global help desk. The agency’s service center handles many distinct products, each with a specialized routing queue. Their existing solution, while effective, was

Understanding Intent

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Customers contact an enterprise to accomplish something – change a reservation, get order status, pay a bill, etc. Although every caller is unique, most of their goals can be grouped into well-defined categories. The term for these categories is “intent.”

Medica Cuts Contact Center Hold Time 60% with INI SureConnect™ Callback

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Medica, a prominent, non-profit health plan provider in Minnesota and the Upper Midwest, faces higher contact center volume during certain seasons, which can result in very long queue wait times. They needed a way to shorten hold times. Medica chose

Caller Satisfaction Feedback Drives Community Care Call Center Excellence

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Community Care Behavioral Health Organization, a non-profit managed care organization for mental health and substance use disorders, provides services for medical assistance members in more than half of the counties in Pennsylvania. Their customer service call center is a 47-agent,

Digital Transformation & the Contact Center: What Does it Mean for IVR?

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by Kyle Henderson One of the biggest technology buzzwords of the year has to be digital transformation. You’ll hear it about everything from manufacturing equipment and artificial intelligence, to cloud data storage and teamwork. But what does it mean? And