Podcasts about ivr

In this compelling Technology Reseller News podcast, publisher Doug Green speaks with Kristy Thomas, Senior Vice President of Global Channel and Alliances at Vonage, about the evolving intersection of AI and customer service. As a leading Cloud Communications Alliance (CCA) member and a pioneer in VoIP, Vonage is now placing ethical AI at the heart of its strategy for enterprise communications. Kristy dives deep into one of the most important — and often overlooked — issues in AI adoption: bias. She explains that AI bias in contact centers is less about human prejudice and more about the quality and governance of the data used to train and inform systems. “The bias is only as good as the data you're giving the AI,” she says, emphasizing the importance of data integrity, routine audits, and transparent data sourcing. Vonage is investing in building what Thomas calls "governed innovation." That includes ethical design, user consent, and AI systems that operate within clearly defined parameters. With tools like Vonage AI Studio, companies can now easily build voice-driven interfaces — what used to be complex IVR systems — in a low-code environment, dramatically reducing friction and increasing adaptability. Thomas highlights that Vonage's AI strategy is multi-threaded. The company is: Powering its own solutions with AI for real-time enhancements, Partnering with industry-specific providers for best-of-breed integrations, and Enabling customers to bring their own AI into the platform. Importantly, she notes a shift in how buyers approach AI: rather than being informed, many are overwhelmed. That's where Vonage's partners play a key role — helping customers identify high-ROI use cases and building practical business cases for AI adoption. Doug and Kristy also discuss how customer service is becoming the new marketing — a front line where loyalty is won or lost. “Even smaller companies can outpace Goliaths,” Kristy notes, when AI empowers a personalized and secure customer experience. Vonage's commitment to trust is backed by its alignment with Ericsson and a strong internal structure focused on compliance and security. Kristy previews Vonage's participation in Contact Center Week in Las Vegas, where the company will showcase real-world AI use cases that demonstrate measurable business outcomes. To learn more about how Vonage is redefining contact center engagement through responsible AI, visit Vonage.com.

Klearcom, a leading provider of global contact centre testing solutions, has announced the launch of its next-generation solution Verify+ which will see it dial into global demand for pre-production Interactive Voice Response (IVR) testing and support future business growth. An enhanced version of Klearcom's Verify product, Verify+ enables businesses to test and improve their customer service phone and IVR systems before going live. It does this by allowing companies to simulate real customer calls, test call paths and verify audio quality and sound clarity. In terms of the testing functionality and efficiency, the solution removes the need to rewrite common tests by facilitating the creation of reusable templates and creates a visual "treeview" model to support sequential testing. It also delivers concurrent IVR testing at no extra cost. Coupled with its audio scoring and real-time monitoring feature, Verify+ ensures testing flexibility, accuracy and visibility, as well as high reliability and performance of systems. Meanwhile, its outbound testing capabilities can support diverse international contact centre environments. Covering more than 100 languages and dialects, Verify+ also delivers transcript analysis and audio scoring. Furthermore, it facilitates alternate transcripts for out-of-hours or holiday periods, with automated IVR message and smart scheduling features. The solution streamlines the pre-production testing process and accelerates deployment of services for organisations, while identifying call issues, enabling faster resolution and reducing downtime. In turn, this saves significant time and costs and improves end-user Customer Experience (CX). Quick-to-deploy and easy-to-use, the platform enhances Klearcom's already extensive product portfolio. Available in over 100+ countries, it will enable the provider to further scale up its operations, support its growing global customer base and drive business growth. In particular, Klearcom anticipates demand for Verify+ among the telecom, utilities, retail, healthcare, aviation, banking and finance industries. Satish Barot, Co-founder and CTO at Klearcom, said: "When people call customer service, they want the fastest possible response and resolution. When businesses are testing and rolling out these systems, they also want that. Verify+ delivers on both fronts by simplifying testing, ensuring optimal performance and supporting the best customer experience. "As well as simulating real-world behaviours, including non-linear customer call journeys and interrupted interactions, it delivers a truly global testing capability - not only meeting the evolving needs of our customers but enabling them to meet the expectations of theirs. In turn, we are guaranteeing customer confidence, innovating the customer experience and expanding our customer base." See more stories here.

Liam Dunne, co-founder and CEO of Klearcom, has been announced in the shortlist for the 2025 EY Entrepreneur of the Year Ireland programme. Having been in existence for 28 years and celebrating the theme of 'Shape the Future with Confidence', the world-renowned programme is once again recognising and championing entrepreneurship across the island of Ireland. Liam, who has led Klearcom to become a global SaaS leader, has been named as a finalist in the Emerging category. He joins 23 other entrepreneurs in the running for the awards, the winners of which will be crowned in Powerscourt Hotel, Enniskerry, in November. Headquartered in Waterford, Klearcom provides global contact centre testing solutions for multinational companies and is trusted by some of the world's biggest brands across the pharma, financial services, consumer tech and telecommunications sectors. Underpinned by its growing base of more than 340 carriers, Klearcom's services and solutions cover more than 100 countries, as well as 100 languages and dialects - making it an industry leader. Liam has driven the organisation since its inception, when he and his co-founders Mark Rohan and Satish Barot recognised the need for a global SaaS platform to support IVR and toll-free phone testing and support. Speaking about his shortlisting, Liam said: "With so many innovative businesses and impressive entrepreneurs out there, it's a great honour to be shortlisted for the EY Entrepreneur of the Year. In particular, this year's theme about shaping the future with confidence really resonated with me and with what we stand for at Klearcom. "Our aim is to disrupt and deliver for companies, guaranteeing the best experience not only for our customers but for their customers. That is something we are doing today with our truly global offering and will continue to do in the future as we further grow the business, extend our reach and make an impact." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

Classic strangle in a high IVR stock that has been range bound BIDU 

Channel Partners 2025 | By Doug Green “Channel Partners is my favorite week of the year,” said Michael Day, Head of Channel for GoTo, kicking off our conversation at one of the telecom industry's most energized events. “I always call this the Super Bowl for the channel.” And this year, GoTo came ready to play. GoTo, known for its legacy brands like LogMeIn and products such as Rescue and Grasshopper, made waves at Channel Partners with a suite of AI-powered solutions aimed squarely at solving one of the most pressing problems in customer experience: making customers feel seen, known, and understood—without losing the human touch. AI for Auto Dealers, Built to Scale While GoTo is a horizontal platform serving sectors from healthcare to education, Day spotlighted GoTo's deep investment in the automotive vertical, where the company now powers what may be the largest installed base of unified communications and contact center technology for dealerships. “The recent enhancements to our automotive platform allow dealers to do more than just answer calls,” said Day. “They now have tools to delight customers—whether they're buying a car, getting service, or just dreaming about their next road trip.” By integrating GoTo's UCaaS and CCaaS tools into mission-critical dealership systems, auto retailers can recognize a customer by name, know their purchase history, and respond through the customer's preferred channel—be it phone, web, or social media. Meet the AI Receptionist At the heart of this rollout is GoTo's new AI Receptionist, currently available in five languages and expanding fast. Unlike traditional IVR systems, the AI Receptionist understands natural language, detects sentiment, and knows when to bring in a human. It doesn't just route calls—it enhances the employee experience by freeing up staff to focus on more complex tasks, while maintaining a high level of customer care. “AI won't replace humans,” Day emphasized. “But it will make them more effective.” Internal Proof, Real-World Confidence GoTo has already road-tested this tech on its own platform. With over 100,000 Grasshopper users—mostly solo entrepreneurs or small businesses—GoTo used its AI stack to resolve 30% of support calls without human intervention. The remaining 70%? Reserved for the nuanced, high-touch conversations AI isn't meant to handle. “That's why we're confident,” said Day. “This isn't a roadmap product. It's live. It's working. And it's already winning business—right here on the show floor.” MSPs, LogMeIn, and the Power of GoPilot The momentum isn't limited to voice. GoTo's MSP-focused tools, still branded under the trusted LogMeIn name, now feature GoPilot, an AI engine embedded in RMM and remote support tools. It enables faster scripting, real-time language translation, and seamless issue resolution—breaking down communication barriers across global IT environments. “MSPs love these tools,” Day said. “They're seeing what AI can do for support, and they're turning that into value for their customers.” One Brand, Many Strengths While the LogMeIn name still resonates in IT circles, Day made clear that all of this innovation rolls up under one umbrella: GoTo. Whether it's UC, contact center, or IT management, GoTo's channel-first strategy is designed to empower partners with tools that are ready to sell, support, and scale—today. Learn more at GoTo.com.  

In this episode of the Transform Sales Podcast: Sales Software Review Series, Amir Reiter, CEO at CloudTask, interviews Franck Perez, Head of International Sales at Kavkom, an all-in-one VOIP platform designed for small and medium-sized businesses without a CRM or existing VOIP service. Franck shares how Kavkom helps businesses streamline communication with powerful call management features, IVR systems, and team collaboration tools. The platform enables companies to enhance customer interactions, improve efficiency, and scale operations without requiring complex infrastructure. Perfect for businesses seeking a cost-effective, scalable solution, Kavkom makes it easy to set up and manage calls, ensuring teams stay connected and productive. Try Kavkom here: https://software.cloudtask.com/kavkom-3b77eb #transformsales #salessoftware #Kavkom #CloudTask

At Enterprise Connect 2025, John Finch, VP of Product Marketing, Customer Engagement at RingCentral, joined Doug Green, publisher of Technology Reseller News, to discuss RingCentral's latest AI-driven advancements that are reshaping business communications and customer engagement. Introducing AI Receptionist (AIR): The Future of Call Handling The highlight of the day? RingCentral's AI Receptionist (AIR)—an AI-powered virtual assistant designed to handle inbound calls, provide information, and route callers efficiently while delivering a human-like customer experience without requiring a live receptionist. “This is our foray into agentic AI,” said Finch. “It's intuitive, simple to set up, and integrates seamlessly with existing knowledge bases, ensuring businesses can enhance their call-handling capabilities effortlessly.” The Rise of Agentic AI in Business Communications Agentic AI is revolutionizing enterprise communications by eliminating outdated IVR systems and rigid DTMF touch-tone menus. With AI-powered automation, businesses can now facilitate natural, real-time conversations that streamline call handling and reduce customer frustration. RingCX: Expanding AI-Powered Customer Engagement RingCentral's RingCX—its native cloud contact center platform—has grown significantly, now serving 700+ companies. The platform seamlessly integrates UCaaS and CCaaS, enabling cross-team collaboration and improving overall customer experiences. “RingCX is built for simplicity, ease of use, and deep AI integration,” said Finch. “We're automating quality management, improving agent performance, and enhancing customer interactions in ways that traditional systems never could.” Main Stage Presentation & The AI Evolution During Enterprise Connect's main stage keynote, RingCentral's President and COO, Kira Macagon, will discuss how businesses can harness AI-driven insights to capture and leverage every customer interaction, ensuring more effective communication strategies. Three More AI Innovations for Enhanced CX In addition to AI Receptionist (AIR), RingCentral also unveiled: AI Agent Assist: Real-time knowledge retrieval, allowing agents to automatically surface answers from company knowledge bases while handling live customer calls. AI Supervisor Assist: Live call monitoring and sentiment analysis, providing supervisors with real-time alerts to intervene when customer interactions require guidance. AI Interaction Analytics & Predictive CSAT: AI-driven customer satisfaction (CSAT) scoring, ensuring businesses receive continuous customer feedback without relying solely on traditional post-call surveys. RingCentral's AI-Powered Future With RingSense AI at the core of its EX and CX offerings, RingCentral is ensuring that AI-powered innovations enhance unified communications, contact centers, and enterprise collaboration tools. For those attending Enterprise Connect 2025, RingCentral's booth (1000) features live demos of AI-powered solutions. For others, visit RingCentral's website to explore how AI is transforming business communications.    

In this exciting episode of Generation AI, hosts Ardis Kadiu and Dr. JC Bonia examine the rapid evolution of voice AI agents and their impact on higher education. They spotlight Sesame, a new open-source voice model that crosses the "uncanny valley" with its remarkably human-like speech capabilities. The hosts demonstrate these advanced voice technologies live and discuss how they're already transforming student support services, enrollment management, and call centers. As voice becomes the primary interface for AI interaction, colleges must adapt to meet student expectations for 24/7 instant support while maintaining an authentic, empathetic experience.The Voice AI Revolution Arrives (00:00:00)Introduction to the rapidly evolving voice AI landscape in spring 2025Shift from text-based prompting to voice as the primary AI interfaceVoice modes now standard in major AI platforms (ChatGPT, Gemini, Perplexity)Growing prevalence of AI voice agents in customer service contextsIntroducing Sesame: Breaking the Internet (00:02:00)Overview of Sesame, an ultra-realistic, open-source AI voice modelHow Sesame differentiates from previous voice technologiesThe significance of its open-source MIT license for wider adoptionCrossing the "uncanny valley" with human-indistinguishable speechLive Demonstration with Maya (00:09:00)Interactive conversation with the Sesame voice model "Maya"Demonstrations of emotional range, empathy, and conversational realismRole-play examples showing versatility for higher education scenariosShowcasing natural pauses, breathing patterns, and emotional intelligenceTechnical Approaches to Voice AI (00:14:00)Comparison of different voice technology architecturesTraditional pipeline: Speech-to-Text → LLM processing → Text-to-SpeechNative voice models: direct voice-to-voice processingHow end-to-end approaches improve latency, accuracy, and emotional contextParallels to human language processing and bilingual thinkingVoice AI Providers and Implementation (00:18:00)Overview of key players in the voice AI market (11Labs, OpenAI, Meta)Recent announcements including Llama 4's voice capabilitiesBuilding voice agent systems that minimize latencyMulti-channel implementation strategies beyond traditional phone callsHigher Education Use Cases (00:25:00)Enrollment support with multilingual family communication24/7 student services that match student productivity patternsIntegration across multiple communication channelsVoice as a natural query interface on campusEnhancing accessibility while maintaining personalizationTransforming Call Centers (00:30:00)How voice AI is replacing traditional IVR phone treesBenefits of AI-powered routing without human limitationsCost-saving potential with AI handling 30-50% of callsEliminating wait times during peak periods like financial aid seasonParallel processing capabilities versus sequential human staffingBalancing Technology and Responsibility (00:38:00)Ethical considerations for voice AI implementationImportance of accurate information deliveryHow human staff can focus on more complex, high-value interactionsReal-world implementations at Johnson Community College and other institutionsLooking ahead to continued voice technology improvements - - - -Connect With Our Co-Hosts:Ardis Kadiuhttps://www.linkedin.com/in/ardis/https://twitter.com/ardisDr. JC Bonillahttps://www.linkedin.com/in/jcbonilla/https://twitter.com/jbonillxAbout The Enrollify Podcast Network:Generation AI is a part of the Enrollify Podcast Network. If you like this podcast, chances are you'll like other Enrollify shows too! Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com. Attend the 2025 Engage Summit! The Engage Summit is the premier conference for forward-thinking leaders and practitioners dedicated to exploring the transformative power of AI in education. Explore the strategies and tools to step into the next generation of student engagement, supercharged by AI. You'll leave ready to deliver the most personalized digital engagement experience every step of the way.Register now to secure your spot in Charlotte, NC, on June 24-25, 2025! Early bird registration ends February 1st -- https://engage.element451.com/register

Välkommen till dagens avsnitt där jag möter Cecilia Drott Kisch från Voice Provider, som delar med sig av sina insikter om hur röststyrda IVR-lösningar och voicebots effektiviserar kunddialoger och skapar smidiga kundupplevelser.Vi pratar bland annat om:

Unlock the secrets of transformative service operations with Nicola Collister, a pioneer in change management. Discover her incredible journey from spearheading homeworking and self-managed teams at RAC to innovating with Europe's first speech-enabled IVR in retail. Nicola's insights into navigating the post-COVID era's hybrid work environment offer a compelling narrative on overcoming today's challenges while embracing the exciting opportunities within the service sector.Facing the pressing demands of cost reduction? Our conversation dives deep into the complex world of offshore operations. Learn from Nicola's experience as we unravel the strategic approaches essential for CFOs and COOs under pressure to slash expenses without sacrificing service quality. Explore the dynamic balance between technology adoption, customer preferences, and the talent challenges prevalent in offshore regions, and gain practical advice for ensuring seamless transitions in your operations.Elevate your understanding of customer experience's rising prominence in boardroom discussions. This episode sheds light on how customer service is shifting from merely a cost centre to a strategic enabler of business success. Through captivating storytelling and strategic insights, we discuss the cultural shift necessary to place CX at the forefront of organizational priorities. Discover how innovative service solutions can drive meaningful business improvements and secure CX's rightful place at the executive table.

Input geben - Networking starten!Anne Schilling von CREALOG öffnet uns die Tür zur faszinierenden Welt der Voicebots und Künstlichen Intelligenz. Sie gewährt uns einen intimen Einblick in die Herausforderungen und Erfolge bei der Implementierung eines KI-Voicebots bei einem führenden österreichischen Telekommunikationsanbieter. Trotz beeindruckender technologischer Fortschritte zeigt das Kundenfeedback teilweise Ernüchterung, da einige Nutzer die vorherige IVA-Lösung bevorzugten. Diese Erfahrungen unterstreichen die essentielle Bedeutung, die Stimmen der Kunden zu berücksichtigen, um den Erfolg neuer Technologien zu gewährleisten.Gemeinsam diskutieren wir die wichtigen Austauschmöglichkeiten auf Messen und Events, die Anne als wertvolle Plattformen zur Beobachtung neuer Markttrends und zum Austausch mit Gleichgesinnten betrachtet. Sie fordert alle Technikbegeisterten auf, aktiv am Diskurs teilzunehmen, Feedback zu geben und sich eventuell selbst als Gast bei uns einzubringen. Zum Abschluss laden wir dazu ein, die Netzwerkmöglichkeiten zu nutzen und freuen uns auf viele spannende Gespräche und Rückmeldungen von euch, unseren Hörern. Support the showVielen Dank an unsere Starken Podcast-Partner CreaLog Software-Entwicklung und Beratung GmbH und VIER. Und als Medienpartner mit dabei CMM360.Ihr wollt mehr Networking? Dann kommt in meine WhatsApp Gruppe zu aktuellen Trends und News rund um AI und Chatbots: https://chat.whatsapp.com/BilAa1OLfELKJwuyodKgkXWeitere Links:Sophie auf WhatsApp kontaktierenSophie per Mail anfragenSophies WebseiteUnd noch mehr zu AI und Bots könnt ihr hier lesen.

In ep 105 of “How Do You Say That?!” sponsored by britishvoiceover.co.uk, Danny Watts joins Sam and Mark to talk about dialling up and down the brightness for a corporate script, getting historical clues from within the script, and why getting together for drinks can enhance your voiceover career!Our VO question this week is all about the voiceover socials - what they are, where they are and why they are!Get involved! Have you got a Wildcard suggestion that we should try or an idea for the show? Send it to us via Mark or Sam's social media or email it directly to podcast@britishvoiceover.co.ukScript 1To modulate their brightness, LEDs are typically pulsed on and off at regular intervals. This approach is called pulse width modulation, or PWM for short. When an LED is asked to operate at a much lower brightness, it ends up being off more than it is on, effectively limiting the amount of brightness levels it can create, thus reducing the effective bit depth of the video being displayed. The result is noticeable banding and visual artefacts on the images being shown on screen. To alleviate these issues, we have introduced Dark Magic on all our Tessera LED processors.Script 2A fine morning sir and isn't that the most precious collar I've ever seen on a Barker. I wondered what would it take for you to part with such a handsome coat? I know the value of such a garment - I have a keen eye and a heavy pocket - and I deal in the finest accessories sir. Why, just the other day I sold the smartest hat to a lovely young lad. You wouldn't be in the market to sell, would you?We'd love your feedback - and if you listen on Apple Podcasts or Spotify, hit the follow button today!**Listen to all of our podcasts here - you can also watch on YouTube, or say to your smart speaker "Play How Do You Say That?!"About our guest: Danny Watts has been a voice actor since 2012, in all genres from commercials to film, video game to IVR. He claims he was too shy at college to do drama, but opted for music instead... became a singer, and loved the limelight when standing behind a mic. In his spare time, Danny writes, performs, produces and distributes his own music under the pseudonym “Downtown Patriots” a fictitious band consisting of one member - him! In 2019 just before lockdown, he somehow managed to volunteer himself to organise a London VO social event, and has been doing that ever since. Danny's Website @dannyjwatts on Instagram Danny's Facebook page Danny on YouTube Resources: Click here for the Wildcard Generator and don't forget to think of an action your character can be doing!Get more info on the voiceover socials

NVDA Omni directional bullish play on a market leader with high IVR that's down 10% recently! 

In this episode of CRM Talk, Steve Chipman and Sam Biardo discuss AI agents and their impact on business. They talk about how AI agents have evolved from basic IVR functionality to sophisticated business tools. Steve mentions Greg Eisenberg's insights about various types of agents (acquisition, research, content, and community agents) and how they're replacing human tasks at a fraction of the cost ($2,000 in agent costs vs $2 million in salary costs). They discuss Salesforce's Agentforce, with Steve noting Marc Benioff's aggressive marketing against Microsoft's Copilot. Sam shares his experience using Copilot and discusses implementing AI in their Starfish product, including their pricing strategy of raising rates to cover AI token costs. They also explore various pricing models for AI services, from token-based to per-question pricing, and discuss the integration trends they're seeing in the industry, particularly with ServiceNow, HubSpot, and Infor. The conversation concludes with a discussion of sales tax software integration needs and AI-powered headshot generation tools. Sam LinkedIn : linkedin.com/in/sambiardo/ Steve LinkedIn: linkedin.com/in/schipman/ Steve X: @stevechipman

Nursing students' perceived usability toward a technology application affects their learning experience. Few studies have investigated immersive virtual reality (IVR) simulation for learning fundamental nursing skills. Dr. Wong and her research team explored the usability of IVR simulations with first-year nursing students and their perspectives on this learning modality. In this podcast and article (which is Open Access), Dr. Wong describes their mixed-methods study using surveys and focus groups. The findings demonstrated students' positive inclinations toward IVR simulation learning. Two areas emerged: using IVR simulation as a complementary modality for learning fundamental nursing skills and barriers affecting students' usability of this technology. By addressing concerns about usability, IVR simulation can be an important complementary modality for skills learning. Read the article and share with colleagues.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #249 we welcomed Rick Denton, Podcast Host & Producer of The CX Passport Podcast based in Dallas, TX.After…7 years of Customer Experience consulting…30 years of driving business results…3 years of hosting CX Passport (a podcast about CX with a dash of travel talk)...And countless brand requests for collaboration with CX Passport……it became clear where brands and Rick could best partner to create measurable results…

META with its low IVR and high stock price, fits perfectly for a diagonal trade with defined risk! Now all we need is to get the direction correct!  

TSLA Wide strangle in a high IVR stock post earnings!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #248 we welcomed Craig Tobin, Chief Executive Officer at Ascent Business Partners based in Bonita Springs, FL. Craig Tobin helps Fortune 1000 clients optimize their contact centers with AI, technology, and BPO solutions. With over 35 years of executive leadership experience in various industries, Craig has developed core competencies in contact center solutions, technology consulting, BPO advisory services, and AI advisory. He is passionate about delivering innovative solutions that drive customer loyalty, satisfaction, and retention, while optimizing costs. Craig's mission is to create value for his clients and partners, and to have fun while doing it.In this episode, Craig and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Craig and his team at Ascent Business Partners think through on a daily basis to build world class customer experiences.CXC is a proud strategic partner with Ascent Business Partners. Reach out to us today if your company needs outside support with your customer contact & support strategy. **Episode #248 Highlight Reel:**1. Building, managing and leading contact centers over the last 35+ years 2. Leveraging AI to optimize your customer experiences with customer support 3. Finding the right tools & systems as your contact center scales  4. Starting with the problems before considering the potential solutions 5. How AI will change the future of customer contact & customer experience Click here to learn more about Craig TobinClick here to learn more about Ascent Business PartnersHuge thanks to Craig for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Post earnings double ratio spread in a high IVR stock 

Today on What's My Frame I'm joined Mary Lynn Wissner, award winning Casting Director and founder of Voices Voicecasting with over 25 years of experience. Mary Lynn has been hearing and casting the perfect voices for thousands of TV, radio, animation, film, games, virtual reality, industrials, podcasts, documentaries, toys, e-Learning, IVR, audiobooks, promos, events and dubbing productions.  Mary Lynn is always listening; she hears voices, she delights in nuance and texture; she seeks out the character and the unexpected, she knows tone and delivery…and she knows how to direct talent to get the perfect read.  In today's episode Mary Lynn takes us behind the scenes on her casting process, empowers actors to find their most authentic read, encourages them on how to build a firm foundation in Voiceover and so much more. Now let's get to the conversation! Learn more about: The VO Pros and Private coaching with Mary Lynn --- What's My Frame, hosted by ⁠⁠⁠⁠⁠⁠⁠Laura Linda Bradley⁠⁠⁠⁠⁠⁠⁠ Join the WMF creative community now! Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@whatsmyframe⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@whatsmyframe⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠IMDb⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠What's My Frame? official site ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Join our monthly newsletter!⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠What's My Frame? merch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  --- Support this podcast: https://podcasters.spotify.com/pod/show/whats-my-frame/support

Welcome back to Not Fintech Investment Advice, where Simon Taylor and I spotlight new and exciting fintechs.  This time, we're diving into how AI is shaking up customer service, banking, homeownership, and procurement—and where to draw the line. Because knowing when NOT to use AI in financial services? That's *the* real art. First up: KatoHQ. Their AI-powered voice agents decode customer intent and cut through the IVR hell. No more “Press 1 for misery”—just state your issue, and you're directed to the fix, no shouting required. It's an idea that could even revolutionize collections by reaching pre-delinquent customers before they spiral. Next up: FlowX.AI, automating digital transformation for banks. Their AI agents streamline workflows and build the infrastructure banks need to compete with fintech disruptors like Nubank. After pouring billions into modernization and cloud migration, FlowX.AI might be the boost banks need to fix unit economics and crank up feature velocity. Then there's Mesa, targeting homeowners with a credit card that rewards essential payments like mortgages and utilities. It's like Bilt for homeowners—but can Mesa pull off Bilt's pandemic-era success without the same tailwinds? Homeownership is our biggest asset, yet there's no “operating system” to manage it all. And finally, Cavela: slashing procurement costs with AI-driven sourcing and price negotiation, saving businesses 40% on wholesale goods. An AI agent that finds and seals the deal—no human needed? Yes, please! Plus, how do we ensure AI-driven consumer agents serve user interests while enhancing fairness and explainability? Could Australia's "action initiation" model redefine trust in financial services? Raising the standard of quality for embedded finance infrastructure, Newline™ by Fifth Third is an API platform that enables enterprises to launch and scale payment, card and deposit products directly with Fifth Third Bank.   Learn more at newline53.com 00:02:28 - KatoHQ 00:14:02 - FlowX AI 00:24:33 - Mesa 00:37:58 - Cavela 00:46:21 - Manifesting Fintech Ideas  Sign up for Alex's Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don't forget to check out my YouTube page. Follow Simon: LinkedIn: https://www.linkedin.com/in/sytaylor/ Substack: https://sytaylor.substack.com   Follow Alex:  YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson Companies featured: https://katohq.com/ https://www.flowx.ai/ https://www.mesamember.com/ https://www.cavela.com/

In this episode, Marc Aflalo sits down with Sandeep Panesar, Head of Strategic Alliances and Partnerships at Selectcom Telecom, to dive deep into the evolving role of AI in the telecom industry. With AI rapidly becoming integral to business communications, Marc and Sandeep explore how solutions like Cisco's WebEx Calling, powered by AI, are transforming workflows, enhancing customer experiences, and even offering real-time language translation and sentiment analysis. They also discuss how AI-driven features—such as natural language IVR, automated voice quality optimization, and immersive presentations—are already helping businesses save time and money. Tune in for a fascinating look at the future of telecommunications and how AI can help streamline operations, improve efficiency, and enhance customer interactions. Learn more about your ad choices. Visit megaphone.fm/adchoices

The Transformative Impact of AI on Customer ServiceIn a recent episode of our podcast, we delved into the transformative role of artificial intelligence (AI) in customer service, particularly within contact centers. Our guest, Kerry Robinson, the Vice President of Conversational AI at Waterfield Technologies, shared invaluable insights into the advancements in AI technology and its implications for businesses. This blog post will break down the key points discussed in the episode, providing actionable advice and thorough explanations to guide listeners and readers alike.Kerry Robinson shares their long-standing involvement in AI, dating back to their childhood, and reflects on the evolution of AI over the decades. They emphasize that the last two years have marked a significant turning point in AI capabilities, moving beyond previous hype cycles to a point where AI can genuinely exhibit forms of intelligence that can be leveraged in practical applications. Modern AI can hold conversations, summarize information, translate languages, and solve complex problems, which are being applied in real-world scenarios, revolutionizing workplaces and personal lives.The conversation shifts to the specific applications of AI in contact centers, where Waterfield Technologies operates. Kerry notes that the contact center industry has historically faced challenges related to staffing and operational efficiency. They point out that many tasks currently outsourced to human agents could be more effectively managed by AI technologies. For instance, Klarna, a financial services company, successfully automated 70% of its customer interactions using AI, improving efficiency and resulting in higher customer satisfaction compared to interactions with human agents.About Kerry Robinson:Kerry Robinson is the VP of Conversational AI at Waterfield Tech, a leading global provider of CX technology and services. With over 20 years of experience in data, AI, and customer experience, Kerry expertly navigates the realms of IVR, voice technology, and chatbots to maximize business ROI. As the former CEO and builder of VoxGen, which was successfully acquired, he brings a wealth of knowledge and innovation to his role. An Oxford-trained physicist with a Master's in AI, Kerry is a relentless seeker, master builder, and devoted creator of impactful experiences. His unique blend of technical prowess and strategic vision keeps Waterfield Tech at the forefront of conversational AI.About Waterfield Tech:Waterfield Tech is a global customer experience tech and services provider spanning the leading CCaaS, conversational AI, and WEM platforms.Waterfield Tech transforms experiences for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled business solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), workforce engagement, and secure digital infrastructure reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce. Apply to be a Guest on The Thoughtful Entrepreneur: https://go.upmyinfluence.com/podcast-guestLinks Mentioned in this Episode:Want to learn more? Check out Waterfield Tech website athttps://waterfieldtech.com/Check out Waterfield Tech on LinkedIn athttps://www.linkedin.com/company/waterfield-technologiesCheck out Kerry Robinson on LinkedIn at

Welcome back team!This week we had ourselves a special guest on the show, where we talked all sorts of ridiculous, and spoke to the one and only about his VO journey and the VO AcademyCory Rimes is a seasoned voice talent, entrepreneur, and mentor in the realm of audioproduction. Since 2017, Cory has been leaving his mark on the industry with his versatile voice,lending his talent to various mediums including commercials for radio and internet advertising,character voiceovers, audiobooks on platforms like Audible, internet promos, IVR projects,eLearning materials, corporate narration, and explainer videos.Beyond his individual projects, Cory is deeply committed to nurturing and empowering voicetalent across all levels of experience. In 2021, he founded the VO Academy, a monthlymembership service designed to provide voice actors with ongoing support and opportunities forgrowth. Through the VO Academy, members engage in workout groups led by different mentorseach month, exploring various genres and refining their skills in a collaborative environment.For further details on the VO Academy here is the link www.voacademy.caRecognizing the importance of community and information sharing, Cory also founded the VoiceOver Society, a free online group accessible via Facebook and LinkedIn. Within this community,voice talent can connect, exchange knowledge, and even receive a complimentary script readeach month.Voice Over Society FB: https://www.facebook.com/groups/1492090110921492Voice Over Society LinkedIn: https://www.linkedin.com/groups/8929933/Be sure to follow and give us a 5-starPeace out for 2 weeksTGT's#tgt #thegoodtalkerspodcast #coryrimes #voiceover #vo #voiceoversociety #voacademy #podcast #podcasting #nz #usa #oz #madness

Show NotesPower Pages Bing Address Validation (Autosuggest) by Olena GrischenkoMy flows won't run after an Power Platform environment restore by Jon RussellMDA: Open Lookup in Side Pane by Temmy Wahyu RaharjoAdd a custom component (preview) in Power PagesXrmToolbox - What breaks if I disable this User? Flow Ownership Audit Plugin by Felix Mora and Laurens VandendriesscheRecommendations to reassign orphaned cloud flows | Microsoft Learn☕ Is there any coffee left in the coffee pot? ☕ by Karl-Johan SpiikPower Apps Performance Optimisation: The ULTIMATE Guide by Craig WhiteQuery Dataverse with an array of GUIDs in Power Automate by Amey HoldenWorking with Polymorphic Lookup (multi-table column) in Power Apps: AsType and IsType Functions Explained by Debajit DuttaDynamics 365 Contact Center – Audio Files in IVR by Neil ParkhurstGetting Started with Freelancing in Microsoft Power Platform by Mark Smith EventsLow Code | No Code Microsoft Power Platform Conference 2024 | The Tech PlatformOnline, free event, made by AI? Power Platform Community Conference Top Gun Power Pages workshopLas Vegas, Sept 18-20 2024 European Microsoft Fabric Community ConferenceStockholm, Sweden from September 24 -27, 2024Be sure to subscribe so you don't miss a single episode of Power Platform BOOST!Thank you for buying us a coffee: buymeacoffee.comPodcast home page: https://powerplatformboost.comEmail: hello@powerplatformboost.comFollow us!Twitter: https://twitter.com/powerplatboost Instagram: https://www.instagram.com/powerplatformboost/ LinkedIn: https://www.linkedin.com/company/powerplatboost/ Facebook: https://www.facebook.com/profile.php?id=100090444536122 Mastodon: https://mastodon.social/@powerplatboost

/CL Omni directional bullish trade in oil. I can't avoid the high /IVR in oil from the world's worst commodity trader, me!   

Neil Leyland is a Chief Contact Center Strategist at InterVision, and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a career history in sales and operations management for international multi-unit retail operations.  Possessing excellent interpersonal, presentation, written and verbal communication skills, which are used to solve problems, consult on technology projects and develop long-term collaborative relationships.  Questions · Could you share with our listeners a little bit about your journey, how you got from where you were to where you are today. · Could you tell our listeners a little bit about InterVision, what they do and what your role at InterVision is? · When you say holistic approach using AI and machine learning, can you explain to us what that means? Is it that robots are going to replace human beings? Or are you looking more from a support side, just tell us how it is that you actually see it working? · Could you share with our listeners, what's the one online resource, tool, website or application that you absolutely can't live without in your business? · Could you also share with our listeners maybe one or two books that you've read that have had a great impact on you, it could be a book that you read a very long time ago, or even one that you've read recently that has impacted you either professionally or personally. · Can you also share with our listeners what's the one thing that's going on in your life right now that you are really excited about, either something you're working on to develop yourself or your people. · Where can listeners find you online? · Now, before we wrap our episodes up, Neil, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Do you have one of those? Highlights Neil's Journey Me: Neil, could you share with our listeners a little bit about your journey, how you got from where you were to where you are today.   Neil stated that you can probably tell, he's not from the US, although he's based there now. Finishing up from university, he went straight into working for enterprise, Rent a Car, did probably 20 or so years with them. Worked from the main counter at a rental office all the way through to leading an area. Then he moved countries during that time and started working more on the technology side and being far more strategic as opposed to tactical.   Then settled in St. Louis, got married, had kids, and then moved through several different companies, picking up good and bad practices along the way, and he's ended up at just coming up to 12 months now with InterVision.   About InterVision Me: Now, could you tell our listeners a little bit about InterVision, what they do and what your role at InterVision is?   Neil shared InterVision is an AWS premier tier partner. They specialize in transforming contact centers to their flagship product, Connective CX, powered by Amazon Connect. They also integrate AI to deliver seamless omnichannel engagements. They address common pain points for call centers, like reducing call volume and the costs associated, they do this through improve engaging efficiency and also enhance customer satisfaction. They can be found at www.intervision.com.  His role within InterVision, he would say is a Contact Center Evangelist. So, he works with clients and look at problems that they face, and then help them find what is either the best operational or technological solution to best satisfy customers' needs or solve problems that the companies have been satisfying those needs, so tying together his history working in retail, as well as time and technology, and sort of blending the two, to give what people consider to be a best in class solution for them.   Understanding the Approach in AI and Machine Learning in the Contact Centre Me: So, you are in the contact center space, and your strategy is to ensure that you have a holistic approach using AI and machine learning, two very popular words that are being used very frequently in the CX space. When you say holistic approach using AI and machine learning, can you explain to us what that means? Is it that robots are going to replace human beings? Or are you looking more from a support side, just tell us how it is that you actually see it working?   Neil stated that he thinks it's actually good to approach it from a journey perspective, if you will. So, if you think about somebody that has a transaction, whether that be online or in person, and then they need some level of support. So, they come through to a contact center, and at that point, contact centers have really embraced AI and machine learning to help customers come through and get a better level of experience. So, whether that be at the starting point when they answer the phone, you can have chatbots either on the website or on the IVR that are able to answer and interact with customers and provide them with quick hit answers and potentially resolve problems for them quickly and efficiently. Now that's one use of AI.  People say, well, is that going to replace people?  He doesn't think it does, because it solves the simple problems AI and ML doesn't have the ability to solve.  So, when people do get to an agent or somebody on the phone, or whether a chat or send an email and get a reply, the agents are able to spend that little bit more time to solve a problem, so it elevates the customer experience even though it's not necessarily AI based.  When you think about that side though, you get AI does weave its way in there and provide agents with the ability to serve customers or call us better. So, you get crazy things like, there are AI tools out there now that will listen to the conversation, will understand the context of it, understand the ask and serve up knowledge or information to the agent real time, so they can better solve the problem.  So, it will literally know this customer sounds like they have a question about x, here's the most common answers to x, is this the right thing to say and serve that up to the agent. So, the agents might not have any real experience of the problem, but they've got a proven history of other people being able to solve that question, or a very similar question, quickly and efficiently, and they can copy it. And then that really helps agents appear to be more efficient, more friendly, and for everybody that's listening, and everyone's been put on hold. No one likes to be put on hold, or “I don't know the answer to that, let me transfer you”, that can go away, which is really, really profound and gives a perception of quality well and above the norm.  And then the other side of it that's kind of cool, is you can have sentiment monitoring. So, if somebody's listening to this call, the AI or ML in the background will be monitoring it, and they can flag calls to supervisors or to other people to say, “Hey, Neil's really happy with this call. Neil's unhappy with this call. We might need some help. Somebody may need to join this call because Neil's struggling with it.”  So, it basically not only gives the ability to empower people and have them answer questions well, but it gives them monitoring so that people can actually get involved and engaged and help customers that have got problems and prevent issues, if that makes sense.   Me: Yes, it absolutely does. I attended a conference, I think it was the first and second of May, hosted by a company called CX Outsourcers Mindshare. They brought together, I believe, close to 80 persons from all over the world, from all different continents, that were in the contact center space. And my role at the event was, I sat on a podcast panel with a podcaster from Brazil and one from South Africa talking about the influence of podcasting on customer experience and the impact that it will have in the contact center space.  One of the things that I found fascinating at the conference, and this was predominantly I believe in, I know in the Caribbean for sure, and definitely in Africa, and you can let me know what your feedback is based on your exposure and experience that hiring, in terms of recruitment was a big issue that they were facing in the contact centers and trying to integrate AI and more importantly, as it relates to recruitment, ensuring that as they go forward and AI is more integrated into the whole process of solving customers problems, having AI do the more simplistic activities and tasks, and then having the agents do more complex tasks. Is that a trend that you've seen happening? Or is there anything else that you'd like to add to that conversation?    Neil shared that it definitely is. It's causing an upskilling, or an appearance of upskilling of people that answer the phone or answer the chats. Because when he started in the contact center space, companies would train an agent for 4, 6, 8 weeks, maybe even more to make sure that they have the skill set and the knowledge to be able to answer not just 80%. Neil shared that Yanique is absolutely correct that AI and machine learning is having a profound impact on the agents and upskilling, because the ability for machines to take away the simpler tasks means that agents can do things that are more interesting and rewarding for one. So, that makes the job more fun, that's an important component.   The other side is, years ago, as companies brought people on board, they'd spend weeks and weeks training them, and nowadays that's just not necessary, because most companies have invested, or are looking to invest in a single pain so all of the information is shared to them, and when that's augmented by machine learning to provide sensible text or answers or knowledge that's appropriate, agents appear to be more knowledgeable with less training, faster and that gives a great different for companies that are embracing it. It's a great differentiate. It really helps the agents feel valued, enjoy the job, and therefore more likely to be retained and that skill level is retained.  So, generally, companies that companies that retain the skill gets better over time, and it also the other piece is, he thinks it helps companies attract people, because the job is more fun and more rewarding. So, the benefits not only in the people that work there, it's about getting the better talent in the front door as well.   App, Website or Tool that Neil Absolutely Can't Live Without in His Business When asked about online resources that he can't live without in his business, Neil shared that for him personally, and this is going to sound a little bit old school, he absolutely loves using YouTube, and he will go visit YouTube looking for how to build a presentation, looking for information, ways to do things, learnings, classes, he finds a great value with day to day, he's looking at YouTube and watching videos on lots and lots of topics continually, because he thinks it's a quick and easy way to learn how to do something new or refine what he's doing based on somebody else's best practices, whether that be consultants that have classes on how to do PowerPoint presentations, or even people that do public speaking regularly and share tips and trades on how they do it. So, he uses YouTube a lot, and slowly but surely, he thinks that's starting to be replaced a little bit by TikTok, because he likes 60 second bites as opposed to 20-minute videos.   Books that Have Had the Biggest Impact on Neil  When asked about books that have had an impact, Neil shared that books that he really enjoyed and got a lot out of is a book called Good to Great: Why Some Companies Make the Leap…And Others Don't by Jim Collins, it's an older book now, but it's been around for a good few years that definitely influenced his working life, because the ideology is all in the title. So, how can you be better, and how can you differentiate yourself or the company you work for, and make a difference, and then elevate to go from being a good company to a great company or a good employee to a great employee. So, that's one of the books that definitely influenced his career. And he really enjoyed the fact that it had case studies in there that you were able to look at, read and understand, and then it gives you that a little bit more of a practical application when there's case studies that you can look at.   What Neil is Really Excited About Now! When asked about something that he's excited about, Neil shared that he's been with InterVision approximately 12 months, and in that time, they've had a tremendous amount of growth.  They are working a significant amount with Amazon, on Amazon Connect in the contact center space, and watching how that's changing the contact center space is really, really incredible. And with that, they have releases on a weekly or biweekly basis, and you see new technologies and new items come out, and it's actually an interesting challenge making sure that his team is not only at the cutting edge of technology, but what's new and modern today is, for want of a better description, a month old in a month's time.  And making sure that his team are kept current and up to date with all of these technology changes, specifically around AI and ML, that's really an interesting challenge, because the solutions of a year ago aren't solutions for today, and he finds that both interesting challenge from a business perspective, but it's also rewarding because you get the opportunity to have people do training classes and learnings to make sure that they're at the top of their skill game to be able to deliver the best in class products that they like to offer.   Where can listeners find Neil online? LinkedIn – Neil Leyland Website – www.intervision.com   Quote or Saying that During Times of Adversity Neil Uses Me: Now, before we wrap our episodes up, Neil, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Do you have one of those?    When asked about a quote or saying that he tends to revert to, Neil shared that it's not quite that, but there's a phrase that he often thinks about in challenges when he's working with his colleagues, or they're looking at a project and how to move forward, and it's directly related to customer service and it's, “The tolerance of poor behaviour is worse than the behaviour itself.”   Me: That's such a powerful statement.   Neil shared that he loves it because it's applicable everywhere. In your personal life, you can choose not to go to the gym, or you can go to the gym. In work, you can watch people do things and managers do things or accept things and that they shouldn't and as soon as a behaviour becomes ingrained, it's far more challenging to remove it.  Me: Yeah, agreed. Thank you so much for sharing. So, we just want to extend our deepest gratitude to you, Neil, for hopping on our podcast today, sharing about InterVision, about your journey, as well as what you're doing at InterVision, the impact of AI and machine learning, the opportunity that workers have in the centers as agents to upskill their competencies and behaviours so that they can better serve customers and solve problems quicker. It was really a rewarding and engaging conversation, and I want to just extend our deepest gratitude to you. So, thank you so much.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •    Good to Great: Why Some Companies Make the Leap…And Others Don't by Jim Collins   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Shorter dated (31 days) entry with a little tighter strangle (20 delta) to collect additional premium in a high IVR stock, AMD

Seamlessly Combining AI, Human Touch, and Data in Customer Experience  Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses effectively balance AI and human interaction in customer service?  What are the most effective strategies for leveraging AI to enhance customer experiences?  Why is it important to prioritize long-term customer relationships over individual transactions?  How can AI tools provide hyper-personalized service to customers?  How can businesses effectively handle after-hours customer calls using AI tools?  Top Takeaways:    Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.     When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.     Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company's website to get the contact information. Once they click on "Contact Us," they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies.    The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.     While many customers still prefer traditional phone customer service, there's a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences.    AI can handle a large percentage of "one shot, one kill" questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can't replicate.     By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS).    Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in!  Quote:   "The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market."    About:    Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Mosaicx utilizes 30 years of learning, across a spectrum of verticals, to deliver on the promise of AI improved CX, Podcast “Mosaicx 360 is an evolution of more than 30 years of innovation and is an ecosystem that includes integrations with over 4,000 businesses and customer experience applications,” says Mosaicx president Rebecca Jones. Mosaicx360 is a comprehensive ecosystem that combines state-of-the-art conversational AI, IVR, data analytics, large language model, and other AI powered technology applications to transform customer experiences and really improve those outcomes for organizations. Leveraging personalized proactive and predictive customer engagements, Mosaicx360 allows organizations to address customer needs efficiently and really boost customer satisfaction. We feel like enhanced customer experiences really drive that great brand loyalty that companies need over time.” Mosaicx is a cloud-based solution that uses conversational AI, machine learning and natural language processing technologies to automate interactions with customers and employees. Its intelligent virtual agent (IVA) technology delivers fast, easy, personalized service through industry-leading voice recognition and digital messaging capabilities, creating positive interactions that drive improved customer and employee satisfaction. Mosaicx is driving CX trends by offering modern conversational AI solutions that help companies achieve long-term success. Rebecca tells us that Mosaicx has launched a No Hold Time podcast series, where you can hear discussions on the AI, automation, brand interactions, self-service and other ways to improve customer experience (CX). We learn how Mosaicx is using AI to deliver measurable improvements in CX. The company views CX as something that occurs one interaction at a time: every interaction matters. Visit https://www.mosaicx.com    

GOOGL Classic post earnings strangle with high IVR and a post earnings double ratio spread in TSLA with high IVR

Join Jason Littrell as he dives into his latest insights on building successful bar and restaurant operations. Discover how innovative systems and strategic staff engagement can revolutionize the industry. - The high failure rates of bars and restaurants and why it happens. - Collaborating with a coach to create automated management systems for hospitality businesses. - Implementing Interactive Voice Response (IVR) for better customer interaction. - The importance of continuous staff development and systematic hiring processes. - Utilizing technology to establish clear strategies for profitable bar management. 00:00 Exciting collaboration between tech and strategy for bars. 06:22 Automating hiring process to improve staff experience. 07:29 Zappos story illustrates employee happiness and systematization. **Startling Business Realities**: "8 out of 10 bars and restaurants typically go out of business. The number is, a little bit lower than that in the 1st year, but it's still a very high number, like, 60 something percent, which is total insanity. So, like, if you're investing in a bar restaurant, then why on earth would you why would you do that?" — Jason Littrell [00:00:39 → 00:00:53] **Innovative Business Collaboration**: "It is just so exciting to me to to work with somebody who knows what they're doing. This is my coach, by the way. They're like, we're I'm working with my coach and, we're building something that is very, very exciting as a collaboration." — Jason Littrell [00:01:19 → 00:01:31] Innovative Customer Service Approach: "And what it does is it makes, you know, so, we create we're also creating boundaries so that you don't have to like, it's all on an app. It's not on their regular phone, so it doesn't ring them in the middle of the night when they're not working, for instance." — Jason Littrell [00:02:37 → 00:02:48] **The Impact of Hospitality Sector on Economy**: "Now, so like in New York alone, I think, nightlife bars, restaurants is around a $22,000,000,000 economic impact. And so, and that's tens of thousands of jobs." — Jason Littrell [00:03:16 → 00:03:26] Recipe for Success: "If you were able to manage a system that is proven, that is articulated, that that is an ongoing, like, year on year strategy that, all but guarantees that you're gonna be successful as long as you work the program and it's reinforced by automate automations, systems, nudging, and making sure that it gets executed and implemented at scale every single time. That is the recipe for success." — Jason Littrell [00:04:04 → 00:05:03] The Wild West of Hiring: "Whereas right now, there are no rules. It's it's the wild west. People are hiring people out of turn. They're not they're not hiring the right people, which ultimately leads to people quitting or getting fired, full stop." — Jason Littrell [00:05:03 → 00:05:16] "Employee Satisfaction Matters": "And if you're not making them happy with by being mindful of their training, of their ongoing, you know, career development and personal Management, then and and providing them options and tools and a system to keep the managers accountable for for that career planning." — Jason Littrell [00:05:46 → 00:06:01] **Automated Hiring and Feedback Systems**: "I've built this implementation system where that says, hey. We're looking for hiring and then it it's always hiring, always looking for talent and then, nurturing the talent whether you have positions or not." — Jason Littrell [00:06:36 → 00:06:47] Bar and restaurant management, staff engagement, hospitality industry, Jason Littrell, business automation, recruitment systems, staff training, customer service, Interactive Voice Response, IVR, bar profitability, employee retention, hospitality careers, management systems, bar marketing, Kinetic Management Systems, NYC, beverage brand sales, management consultant, innovative solutions, fractional CMO/CTO, independent spirits, hospitality brands.

Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impact of AI technology. Key Points: Introduction: Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry. Industry Predictions: Amas shares a pessimistic view from a major IT consulting CEO predicting the demise of call centers due to advancements in AI and technology. Bob counters with optimism, likening the prediction to the exaggerated reports of Mark Twain's death, asserting that contact centers will not disappear but evolve. Technological Evolution: Bob and Amas reminisce about past technological advancements (IVR, the internet, social media) that were supposed to reduce the need for human agents but ultimately did not eliminate the necessity for human interaction. Amas highlights the continued growth in phone calls despite these technological changes. Impact of AI: Bob acknowledges AI's potential to transform the contact center experience for both agents and customers but believes human agents remain essential due to the complexity of certain problems. Amas emphasizes that AI should be viewed as a tool to enhance customer service rather than a replacement for human agents. Future Outlook: Both hosts agree that while AI will change the contact center landscape, it won't make it obsolete. They predict AI will help improve efficiency and customer service but stress the importance of human involvement. They advise contact center agents to stay informed and educated about AI advancements to remain valuable in their roles. Advice to Listeners: Amas urges listeners to focus on how AI can improve customer experiences rather than solely seeking cost-cutting measures. Bob encourages agents to embrace learning opportunities about AI to better adapt to the upcoming changes. Closing Thoughts: Amas and Bob conclude with a call for humility and caution against overconfidence in predicting the future of technology. They sign off with philosophical wisdom, quoting Socrates on the importance of focusing on building the new rather than fighting the old. Conclusion: The podcast wraps up with a reminder for listeners to subscribe and share, promising more insightful discussions on the future of contact centers.

Alex Sambvani is the Co-Founder & CEO of Slang.ai, a startup that helps full-service restaurant operators automate their inbound phone calls using AI. In this episode, we'll talk about what separates Slang from traditional IVR systems, the myriad of inquiries it can handle for guests, and a litmus test for what makes a valuable AI startup.

#science #transhumanism #creation Youtube link: https://youtu.be/ixj9jVrK8zY Podcast link: https://spotifyanchor-web.app.link/e/qBqt3pkteLb Article link: https://www.cnn.com/2016/11/18/health/how-cryopreservation-and-cryonics-works/index.html Join us as we have a conversation about a Master Scientist named Yahweh recorded in Jewish records aka biblical text. We also discuss the works of man which include transhumanism, IVR, artificial wombs, etc. Transhumanism is the position that human beings should be permitted to use technology to modify and enhance human cognition and bodily function, expanding abilities and capacities beyond current biological constraints. Hashtags: #transhumanism #agenda #newworldorder #transhuman #ai #markofthebeast #cyborg #g #technology #artificialintelligence #cyberpunk #futurism #nwo #wakeup #covid #event #scifi #science #depopulation #plandemic #crispr #depopulationagenda #posthuman #mindcontrol #biohacking #robot #thegreatreset #art #iclonedna #mkultra --- Support this podcast: https://podcasters.spotify.com/pod/show/realblackforum/support

In this episode of the Power Producers Podcast, David Carothers and co-host Kyle Houck are joined by guest Roberto Salinas, the co-founder of GAIL. Roberto discussed the development and purpose of GAIL, a system designed to optimize insurance agencies' phone operations, and the potential of AI in the industry. They emphasized the importance of using technology to improve efficiency and customer experience, highlighting the benefits of AI in capturing unrealized revenue and reducing costs. The speakers also talked about the potential of automated outreach for insurance sales and the need for proper training and understanding of AI technology. Additionally, they discussed the potential of AI-powered voice assistants in transforming the insurance industry, emphasizing their personalized and efficient service to customers. Key Points: AI-powered GAIL system for insurance phone calls: AI-powered GAIL system for insurance phone calls streamlines operations and addresses the issue of 60,000 missed calls, saving time and enabling focus on high ROI tasks. Kyle Houck highlights that GAIL allows decision-makers to concentrate on revenue-bearing activities, reducing administrative work and increasing efficiency.   Improving customer service with AI: Improving customer service with AI involves addressing the problem of 60,000 missed calls, increasing agency availability outside working hours, and replacing IVR menus while capturing inbound call information. Resistance to new technology among agents is discussed by David Carothers and Roberto Salinas, attributing it to a lack of understanding. AI adoption in insurance industry: In AI adoption within the insurance industry, David Carothers asserts that AI will assist rather than replace agents, helping them focus on revenue-generating tasks. Agents' skepticism and fear of AI are common, and tech companies struggle because they often aim to replace rather than enable independent agents. "GAIL" stands for generative AI by Lula, the parent company. AI-powered virtual receptionist for call management: Using AI-powered virtual receptionist for call management involves various applications such as call triage, proactive outbound support, and potential voice cloning for famous voices like Morgan Freeman or Snoop Dogg for training. It also addresses issues like slow quoting and aims to improve customer support. Automating insurance outreach and tasks: Automating insurance outreach and tasks includes campaigns for life and pet insurance opportunities, a script generator for the GAIL virtual assistant, and simplifying script editing to improve task creation, as noted by Kyle Houck. AI adoption, cost vs. benefits, prompt engineering: AI adoption, cost vs. benefits, and prompt engineering are emphasized, highlighting the importance of correct AI usage, affordability, and reflecting on AI evolution and future trends. Prioritizing customer obsession: Prioritizing customer obsession involves learning from Seth Godin's "Permission Marketing" and emphasizes early adoption to fill industry needs while focusing on customer obsession. Personalized voice clones for callers: Personalized voice clones for callers include the development of voice AI prioritizing legality and quality. Roberto Salinas's direct approach led to gaining customers, along with a promotional offer available for podcast listeners. Frustration with overcharging for recordings is expressed, advising to prospect elsewhere. Connect with: David Carothers LinkedIn Roberto Salinas LinkedIn Kyle Houck LinkedIn Visit Websites: Killing Commercial GAIL Power Producers Podcast The Dirty 130 The Extra 2 Minutes

This episode is brought to you by Wix Studio. In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.

Marisa Blake is a Latina Actor, Voiceover Artist and Musician. You can find her on screen in Netflix's Florida Man, DC's Swamp Thing and Spectrums Original Long Slow Exhale. She haswon multiple awards for her audiobook narrations, including a 2023 Audible's Best of for Dykesto Watch out For, featuring Jane Lynch ,Carrie Brownstein, and Roberta Colindrez, an AudioFile's Best Audiobooks of The Year 2020 for We Are Not From Here by Jenny Torres Sanchez and an Earphones Award for Arianna Davis' What Would Frida Do. Marisa was recently nominated for a 2023 Audie Award for her work in Across A Hundred Mountains by Reyna Grande. She takes pride in, and has immense gratitude for the opportunity to voice Latine Literature. She is currently the Spanish Voice for Kohls in the US, and one of the regularSpanish voices for Sherwin Williams in the US and recently did a bilingual campaign for Frito-Lay. Marisa voices everything from promos to E-learning, commercials to IVR, and even somevideo games and animation! She voices the promos for her local new station and you can alsofind her performing with local bands behind the microphone, the cajon or the drum kit. She isa proud Mama to three of the coolest dudes on the planet. To read the full transcriot of this episode and to listen to other episodes, head over to miklenzvopodcast.com, and please leave a rating and review wherever you listen to this podcast! 

How is technology revolutionizing the way we provide mental health support to LGBTQ+ youth? In this special episode of the Tech Talks Daily Podcast, I sit down with Emmett Troxel, Director of Contact Center Technology at The Trevor Project, during the Genesys Xperience 2024 CX event in Denver, Colorado.  With over 25 years of expertise in contact center operations, specializing in IVR, Interaction Routing, Workforce Management, and Automation, Emmett brings a wealth of experience to their role as the Director of Contact Center Technology at the Trevor Project. He is dedicated to leveraging technology for good, helping end suicide among LGBTQ+ young people. The Trevor Project is the world's largest suicide prevention and mental health organization for LGBTQ+ young people, and Emmett shares how they are leveraging cutting-edge technology to save young lives. Emmett discusses the imperative for The Trevor Project to evolve its services from more than a dozen vendors to an all-in-one platform, enhancing their ability to support the LGBTQ+ community and manage their unique staffing needs. Emmett delves into the challenges and successes of managing a diverse workforce of full-time staff and thousands of volunteers, highlighting the importance of formalized training, real-time supervision, and the right mix of skills for both voice and digital interactions. Throughout the conversation, Emmett provides valuable insights into how The Trevor Project is integrating new technologies, including soon-to-come social media platform integrations, to extend their reach and effectiveness. He shares the transformative impact of these advancements on their 24/7 phone lifeline, chat, and text services, as well as TrevorSpace, the world's largest safe space social networking site for LGBTQ youth.

The voiceover industry is experiencing significant changes due to the rise of AI and ongoing strikes.  However, there are still opportunities for human voice actors in certain genres.  Audiobooks, e-learning, animation/video games, and commercials are hot genres that continue to rely on human narrators. On the other hand, telephony/IVR, simple narration, and audio description/localization are not as in-demand and are being taken over by AI.  To navigate this changing landscape, voice actors should diversify, continuously learn, embrace technology, build relationships, create their own content, and stay adaptable. Takeaways: The demand for audiobooks and human narrators is high, despite AI's presence. E-learning and educational content offer plenty of voiceover work. Animation and video games still rely on real human actors for character voices. Commercials value authenticity and trust, making human voice actors essential. Telephony/IVR, simple narration, and audio description/localization are being taken over by AI. Voice actors should diversify, continuously learn, embrace technology, build relationships, create their own content, and stay adaptable. https://voiceoversandvocals.com/podcast/ _____________________________ ▶️ Watch this video next: https://www.youtube.com/playlist?list=PLVUuUfwNTG--7SOIG9FS0huEcwX3vyUZx SUBSCRIBE: https://www.youtube.com/@vo-pro?sub_confirmation=1 The VO Freedom Master Plan: https://vopro.pro/vo-freedom-master-plan The VO Pro Community: https://vopro.app Use code You15Tube for 15% off of your membership for life. The VO Pro Podcast: https://vopro.pro/podcast 7 Steps to Starting and Developing a Career in Voiceover: https://welcome.vopro.pro/7-steps-yt Move Touch Inspire Newsletter for Voice Actors: https://vopro.pro/move-touch-inspire-youtube Facebook Group: https://www.facebook.com/groups/vofreedom The VO Pro Shop: https://vopro.pro/shop Say Hi on Social:  https://pillar.io/paulschmidtpro https://www.instagram.com/vopro.pro https://www.clubhouse.com/@paulschmidtvo https://www.linkedin.com/in/paulschmidtvo/ My voice over website: https://paulschmidtvoice.com GVAA Rate Guide: http://vorateguide.com Tools and People I Work with and Recommend (If you use these links to buy something I may earn a commission.):  Recommended Book List with Links: https://amzn.to/3H9sBOO Gear I Use with Links: https://amzn.to/3V4d3kZ As an Amazon Associate I earn from qualifying purchases. For lead generation and targeting - Apollo.io: https://apollo.grsm.io/yt-paulschmidtpro Way Better than Linktree: https://pillar.io/referral/paulschmidtpro

A rare pre-earnings trade for TSLA with high IVR.

In this episode, we explore six transformative strategies for utilities to reduce call center volume drastically while significantly improving customer satisfaction. Our conversation starts with the benefits of empowering clients through comprehensive self-service portals, the advantages of implementing AI chatbots, and the impact of clear and well-designed billing. We'll also discuss the necessity for proactive outage communication, the efficiency of natural language IVR systems, and the convenience that comes with offering multiple payment methods.  Tune in to learn how these innovative approaches are reshaping the utility sector for the better by streamlining customer experiences. 

Strangle in BA with expanding volatility and high IVR.  Plus, two other trade ideas a synthetic strangle and put ratio spread for you bulls!! 

Post earning delta long strangle in a high IVR stock

Post earnings bullish classic Jade Lizard in a high IVR stock with zero (.01) correlation to the S&P

Post earnings strangle in high IVR stock

On this episode I chatted with Connor Quinn, Connor is a multi-award winning voice over artist who has been telling other people's stories most of his career. For over 30 years, Connor's voice has been the iconic voice some of the world's most trusted brands have turned to. Connor lends his award winning voice for digital, radio and TV commercials, beloved animated characters, narration, explainer videos, on-hold and IVR, movie trailers, documentaries, e-learning, training and medical narration.  Today, Connor has voiced tens of thousands of commercials, clients have included Crayola, Tim McGraw, The Walking Dead, voice characterizations for Star Trek, Visa, Sesame Street, Mercedes-Benz, AstroTurf, Dollywood, Braum's, Sandals Resorts--among so many others.   More information go to https://www.voxguy.com/ Huge thank you to our sponsors.   The Oklahoma Hall of Fame at the Gaylord-Pickens Museum telling Oklahoma's story through its people since 1927. For more information go to www.oklahomahof.com and for daily updates go to https://lnkd.in/g_gsxQM   The Chickasaw Nation is economically strong, culturally vibrant and full of energetic people dedicated to the preservation of family, community and heritage. www.chickasaw.net   Diffee Ford Lincoln. Third generation Oklahoma business, the Diffee family continues to do business the right way, the family way. Go to www.diffeeford.net for all your new and used car needs and follow them on instagram https://lnkd.in/drq7RMu2   Citizens Bank of Edmond has been serving Edmond since 1901. They pride themselves on investing in the community and are here for all of your personal and business banking needs. For more information go to www.mycitizens.bank and follow them on instagram www.instagram.com/citizensedmond   #thisisoklahoma ​

Commodity options can be much bigger products than equity options and settle to different futures months not stock. Watch me set up a classic strangle in a high IVR commodity, oil!