Intelligent Voice Automation

SmartAction provides voice self-service solutions to companies of all size using Intelligent Voice Automation, or IVA. Based in artificial intelligence, IVA is best handling customer experience calls, both inbound and outbound. Armed with the powerful IVA, we solve business problems using a variety of applications across a broad range of industries.

IntelligentVoiceAutomation

Features

budgetsavings

Budget Savings using Intelligent Voice Automation

With budgets and costs constantly at the forefront of business decisions, I thought it would be interesting to target an area where costs are thought to be optimized, where, ostensibly, there are few hidden costs, and where even some of the best CFOs overlook value to the company. IVRs Are Simply Necessary Call centers and … Continue reading Budget Savings using Intelligent Voice Automation

June 24, 2015

By Charlie Schrier

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increasingaverage

Increasing average handle time is better for business

For many call center managers, average handle time (AHT) is a key reportable statistic that helps to measure the effectiveness of the call center agents they supervise. Managers and agents alike set goals to decrease their AHT, which implies more prompt and efficient service for the customer. However, using AHT as a primary way of … Continue reading Increasing average handle time is better for business

April 10, 2015

By Charlie Schrier

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3tipsscaling

3 Tips for Scaling Your Business: Data Center Operations

Earlier this month, our IT department completed a data center upgrade that aligns with the plans for the growth we expect over the next 2-3 years. Without getting into the nitty-gritty, it was an important step for us, giving our team, as a whole, greater flexibility, security, and capability – three attributes that we really … Continue reading 3 Tips for Scaling Your Business: Data Center Operations

March 25, 2015

By Charlie Schrier

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shouldyoubeusing

Should You Be Using Artificial Intelligence to Improve Customer Service? Statistics Say Yes!

The customer service landscape is changing quickly. Companies are using new platforms to engage with their customers – such as social media and web chat – and are augmenting their live call center agent service with Interactive Voice Response (IVR) systems. However, traditional IVRs have not kept pace with the growing capabilities of these other customer … Continue reading Should You Be Using Artificial Intelligence to Improve Customer Service? Statistics Say Yes!

March 18, 2015

By Charlie Schrier

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ANaturalApproach

A Natural Approach to Voice Automation: Natural Language vs. Directed Dialogue

Most people don’t like interacting with IVRs. In fact, one can usually hear a very distinct tone of frustration dominate a caller’s voice the moment they realize they are not dealing with a live person. Why is this? Directed dialogue is a huge factor in caller dissatisfaction.   A traditional speech IVR relies on directed … Continue reading A Natural Approach to Voice Automation: Natural Language vs. Directed Dialogue

March 12, 2015

By Charlie Schrier

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UsingTechFor

Using Technology for Complex CS Transactions

The Situation “Touchtone” DTMF and voice self-service systems help companies everywhere organize and manage their incoming and outbound calls. Customers now expect to answer a few simple questions about why they’re calling and in turn, these systems attempt to direct customers to the answers they need. However, companies know that they still need live agents … Continue reading Using Technology for Complex CS Transactions

March 6, 2015

By Charlie Schrier

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askyourselftheseques

Ask Yourself These Questions Before Shopping for an IVR

Recently, we researched more than 35 IVR providers. After noticing some common themes, we decided to pull them together with some suggestions to help you in your search for an IVR. The Research If you are beginning the search for an IVR, whether it be for cost reduction, inbound calls, outbound marketing, or contact center … Continue reading Ask Yourself These Questions Before Shopping for an IVR

February 26, 2015

By Charlie Schrier

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TuningYourIVR

Tuning your IVR for Optimal Performance

What do your computer and car have in common with your interactive voice response (IVR)? They can be tuned for optimal performance. Speech recognition’s bad reputation is largely due to bad tuning. Over the weekend my brother-in-law gave me his old desktop. I knew nothing about it. I’ve built my own computers before, so the … Continue reading Tuning your IVR for Optimal Performance

February 19, 2015

By Charlie Schrier

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