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    The Acronym Handbook

    50 of the most commonly used contact center industry acronyms and their definitions

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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.





Customer Satisfaction Methodologies

At this point, customer surveys are a given for most businesses. Using surveys gives you deeper insight into customers’ opinions, and helps you predict how likely they are to continue using your services. In other words, surveys help you maintain the best parts of your customers’ experiences, and prevent repeating any mistakes, all while giving … Continue reading Customer Satisfaction Methodologies

February 2, 2016

By Marisol Lopez

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The Effortless Experience

The ideal balance between technology and humans differs for every business, and it’s dangerous to assume that replacing employees with technology will automatically increase efficiency. However, what we do know is that customers always choose the most effortless experience. Whether they’re looking for a quick fix, or a longer journey, we can use technology to … Continue reading The Effortless Experience

January 25, 2016

By SmartAction

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Succeed with Big Data

While big data can be intimidating, it has undoubtedly become a key tool for businesses looking to stay ahead of the competition. Especially with the rapid spread of mobile devices, international data traffic is growing at an unprecedented speed. The International Data Corporation recently predicted that the big data technology market will grow to $41.5 … Continue reading Succeed with Big Data

January 11, 2016

By SmartAction

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Three Reasons to Pay Attention to Your Weakest Channel

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Digital Transformation This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of … Continue reading Three Reasons to Pay Attention to Your Weakest Channel

December 22, 2015

By SmartAction

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2015: A Year in Review

Throughout my academic and personal life, I’ve learned the importance of reflection; it helps us to take a step back, see the big picture, and process experiences. This processing prepares us for future experiences. Reflection is an important aspect of business, as well, and as the year comes to a close, I wanted to reflect … Continue reading 2015: A Year in Review

December 9, 2015

By Charlie Schrier

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Will AI Really Replace My Job?

The fear of Artificial Intelligence technology replacing the human workforce is old news. Chances are, you’ve never heard of rag-pickers, gandy dancers, or leech collectors- that’s because modern technology has eliminated the need for them. More recently, jobs like elevator operators and lamplighters are almost completely phased out. One study at the University of Oxford … Continue reading Will AI Really Replace My Job?

December 7, 2015

By SmartAction

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Is Your IVR Provider PCI Compliant?

If your IVR provider accepts and processes credit card information, then it must be PCI compliant to ensure your systems are secure, and customers can trust you with their sensitive payment information. But what exactly does compliance entail? And how do you ensure that your IVR provider is in fact PCI Compliant? Read through the … Continue reading Is Your IVR Provider PCI Compliant?

November 4, 2015

By SmartAction

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Criminalizing the Robot Once Again

You may have seen the story that we retweeted the other day about the call center agent in New York who was suspended for answering phones using a robot voice. If not, you can check it out on the SmartAction Twitter. The story is certainly funny (though not for everyone – Mr. Dillon was suspended … Continue reading Criminalizing the Robot Once Again

October 7, 2015

By SmartAction

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