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Latest News, Software, Resources
What is IVR Containment Rate?
Whilst shining a light on call centre operations, the IVR Containment Rate stands as a pivotal metric, embodying the efficiency and autonomy of Interactive Voice Response (IVR) systems. This blog aims to understand the essence of...
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5 mins read
Latest News, Software, Resources
What is Intelligent Call Routing?
The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the...
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5 mins read
Latest News, Software, Resources
What’s the difference between IVR & IVA?
At the forefront of customer interactions, IVR and IVA represent two distinct technologies shaping the contact center landscape. IVR, or Interactive Voice Response, is a telephony technology that enables customers to interact...
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