Tag Archives: IVR

What’s Most Important When Measuring Customer Experience?

Real-time usability feedback is crucial when measuring the customer experience. Rapid response time, time in queue, total experience time, terminations, and the number of transfers required are all key metrics that should be gauged. An analytics tool for reporting, monitoring, and alerting allows organizations to make informed decisions based on key trends and quickly tune applications to improve overall customer satisfaction and retention long-term.

ViA® is Enacomm’s analytics tool for call centers featuring real-time IVR, CTI and Quality reporting, monitoring, and alerting. In addition to serving as a powerful analytics tool that quickly tunes IVR applications, ViA provides usability feedback, proactively helps make informed decisions, improves customer satisfaction, and identifies key IVR trends.

While methods like customer surveys are important for evaluating the customer experience and can help pinpoint any trouble areas, statistical information can provide an objective overview. “Total time” to conduct a single function, for example, is one of the many factors Enacomm measures to determine how well the consumer experience is flowing. Account usage also helps to inform customer satisfaction. For example, satisfied customers more often use their accounts for core purchases at retail stores.

As for the self-service experience, providing customers with intelligent interactions is paramount, as Frost & Sullivan emphasizes. One of the primary reasons customers become frustrated with this segment is the unnecessary friction they encounter while in the self-service system. By replacing conventional service paths with intelligent paths based on customer data, the friction is minimized.

Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services, including hosted IVR. Innovating since 1986, Enacomm’s team of subject-matter experts guides organizations of all sizes to stay ahead of the curve by implementing advanced, intelligent customer service technologies.

While some focus on containment in the IVR or other automated systems, this measure alone can be misleading and even detrimental to the customer experience. Instead, one must look at all factors available to create an optimal balance, containing customers to the self-service system while providing an exceptional customer experience.

Enacomm can help you measure and improve the customer experience that your organization delivers. Give us a call at 1-877-860-0025 or send an email to sales@enacomm.net.

Flickr/wisdomlight

Flickr/wisdomlight

Customer Self-Service Adoption Is Increasing, Reports Forrester

Customer service channel usage is evolving,, and offering excellent self-service to consumers has never been more important. According to Kate Leggett of Forrester – VP, Principal Analyst serving Application Development & Delivery Pros – customers are using more communication channels for customer service than ever before and are contacting customer service organizations more frequently.

Here’s one key takeaway from Forrester’s latest consumer survey about channel usage for customer service:

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Consumers now expect service interactions to be quick and easy. When it comes to the IVR, only next-generation technology that enables intelligent interactions fits the bill. Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services. Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s IVR solutions are helping organizations cut costs, improve loyalty and increase member retention.

To learn more about Enacomm’s hosted IVR, download our brochure here, or contact us at sales@enacomm.net or 1-877-860-0025.

Enacomm Goes to Corelation 2015 Client Conference

Enacomm is working with the credit union community more and more. This week, Enacomm was a silver sponsor of the Corelation 2015 Client Conference in San Diego. Based on the West Coast, Corelation offers an innovative core processor for today’s credit union. At Corelation’s conference, the Enacomm team showed credit unions how Enacomm’s intelligent interactions technology can help create an excellent customer service experience while saving money.

Enacomm is a Recognized Vendor of Corelation. One member-owned financial cooperative that is benefiting from banking technology implemented by Enacomm is SafeAmerica Credit Union. SafeAmerica’s successful transition to Enacomm’s next-generation IVR was recently announced. Already, the credit union’s members are reporting that they appreciate the personalized, streamlined experience with the new IVR banking system.

Below is a photo of Enacomm team members at the Corelation 2015 Client Conference.

Corelation 2015 - team

To learn more about how Enacomm can help your organization streamline the customer experience and cut costs with interactive and intelligent customer self-service and assisted-service solutions, reach out to us at sales@enacomm.net or 1-877-860-0025. We look forward to partnering with you!

Voice Is Still #1 Channel for Customer Service – Optimize Your IVR

While the number of self-service options has multiplied, four out of five inbound customer service interactions still come from the phone channel, according to Contact Babel. Whether it’s an easy task that can be handled via self-service or a complicated concern that requires the assistance of a customer service representative, the call should start with Intelligent IVR to lay the foundation for a positive customer experience.

Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s self-service and assisted-service IVR solutions offer organizations the chance to cut costs, improve loyalty and increase member retention. To learn more about Enacomm’s Intelligent IVR, go here. For more information or to schedule a product demonstration, contact us: sales@enacomm.net or 1-877-860-0025. We would be happy to help your organization optimize its customer interactions.

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Mobile ID World Posts Video of Enacomm CEO Discussing Voice Biometrics at Money20/20

At Money20/20 last week, Mobile ID World asked Enacomm CEO Mike Boukadakis to share more info about Enacomm’s new products that harness voice biometrics. In the video below, Mike discusses the future use of the technology that allows individuals to be uniquely identified by their voices:

I think what you’ll be able to see in the next few months and upcoming years is the adoption of voice biometrics in not only financial transactions, but everyday transactions. You may utilize it to turn on lights at your house, or to start your car, or to buy coffee at Starbucks.

Enacomm Voice Authentication (EVA) allows organizations to authenticate and protect customers using voice biometrics. EVA’s voice biometrics are proven methods of identification — perfect for multi-layered authentication systems. EVA offers better defense against fraud than PINs or static security questions. While PINs and other authentication data can be breached, a customer’s voice cannot be compromised or stolen. In fact, voice biometrics are more reliable than IDing with fingerprints.

If you would like to receive more information or schedule a product demonstration, give Enacomm a call at 1-877-860-0025 or send a note to sales@enacomm.net. You can also access a self-directed demonstration by downloading instructions here.

Enacomm Makes Headlines at Money20/20 with Card Security Technology

This past week at Money20/20 in Las Vegas, Enacomm joined the FinTech industry to explore the future of innovation in money. Leading the way with card security technology, Enacomm exhibited two next-generation products that are changing the way financial institutions authenticate their customers.

The perfect choice for fraud prevention, eKBA (Enacomm Knowledge Based Authentication) is the best mobile browser product available to help organizations authenticate their customers and activate their accounts in real-time. Enacomm also unveiled Enacomm Voice Authentication (EVA), which employs voice biometrics, a proven method of identification.

On Monday, we announced that RushCard is relying on Enacomm to enhance cardholder security with the help of eKBA and EVA. RushCard is a prepaid card that revolutionized the payments industry when it was launched in 2003. On Tuesday, it was revealed that IDology’s must-have technology has been fully integrated with eKBA, a new partnership that takes out-of-wallet authentication to the next level. IDology is a leading provider of on-demand identity verification and fraud prevention solutions for anyone conducting business in a customer-not-present environment.

In addition to wowing all attendees with exciting new technologies that are driving the evolution of customer interactions, Enacomm wowed three attendees with exciting new technology for their briefcases. During the show, Enacomm gave away Microsoft Surface Pro 3 tablets to three lucky winners.

Use the hashtag #Money2020 on Twitter for an event recap of the three action-packed days. And to learn how your organization can utilize advance Knowledge-Based Authentication and voice biometrics to protect your business and your customers against fraud, drop us a line at sales@enacomm.net or give us a call at 1-877-860-0025.

Money2020 - mike k

Meet Eva – Enacomm Voice Authentication – at Money20/20

Now, you can see Enacomm’s new Eva voice authentication technology at Money20/20. Enacomm will demonstrate how Eva can help you authenticate and protect your customers using advanced voice biometrics.

If you haven’t already signed up for the conference, there is still time to take advantage of our 20% registration discount. Send a note to sales@enacomm.net.

Multi-layered customer identification and authentication are vital to the security of financial institutions and payment organizations – and are recommended by the FFIEC. With Eva, your customers can use their voice to authenticate. There’s nothing to lose or forget – and voice authentication cannot be stolen or compromised like other methods. In fact, voice biometrics are more reliable than fingerprints and Eva’s system has a 99.9% accuracy rating.

We hope you’ll stop by Booth #707 at Money20/20 to meet Eva. But, if you can’t wait or are not attending, contact Enacomm at 1-877-860-0025 for a personal demonstration.

This year, Money20/20 will take place at the Aria Resort & Casino in Las Vegas, November 2-6, 2014.  The two-week countdown is almost here!

Win Big in Vegas – Visit Enacomm in Booth #707.

Eva blog pic

 

SafeAmerica Credit Union Taps Enacomm for Intelligent IVR Technology

SafeAmerica Credit Union logoSafeAmerica, a $310 million community-chartered Credit Union with 25,000 members across six public and two company branches in the San Francisco Bay Area, has chosen Enacomm to provide intelligent customer interactions technology. SafeAmerica will be putting Enacomm’s financial suite to use, including Interactive Voice Response (IVR) technology.

Enacomm recently became a Recognized Vendor of credit union core processor Corelation. The relationship opened the door to Enacomm serving SafeAmerica’s self and assisted-service needs. Together, Enacomm and Corelation will help SafeAmerica provide its members with top-notch service to increase member attraction and retention.

“Integral to our mission is exceeding members’ expectations with superior personal service and convenient means of access to financial products and services,” said Barry Roach, President & Chief Executive Officer of SafeAmerica. “Enacomm’s next-generation technology enables us to achieve these goals with personalized self and assisted-customer service that makes it quick and easy for our members to find the answers they need.”

Enacomm’s financial suite enables outbound alerts and notifications, in addition to including a smart IVR system. This self-service technology helps organizations significantly cut costs. The average assisted-service call costs a company about $2.50 while a self-service call runs less than $0.13. Delivering intelligent customer interactions is the best way to improve an organization’s bottom line, while ensuring a positive customer service experience.

“SafeAmerica’s values are built upon the aim to create lifelong relationships with its members,” noted Enacomm CEO Michael Boukadakis. “Enacomm’s advanced technology helps credit unions increase member loyalty and retention with positive, painless customer service experiences. We’re proud to equip SafeAmerica with the tools it needs to fulfill its commitment to service excellence.”

For more, check out stories on the new team-up from Speech Technology Magazine, TMCnet, Paybefore and Software Magazine.

Be the first to see next-generation, mobile KBA at Money20/20!

Exciting news: Enacomm will reveal the latest KBA (knowledge-based authentication) mobile verification and onboarding technology at Money20/20. And, if you haven’t already signed up for the conference, there is still time to take advantage of our 20% registration discount.

Customer identification and authentication are vital to the health of GPR card companies, payment organizations, and the entire financial industry. With Enacomm’s eKBA, your organization can authenticate mobile customers in real-time during onboarding or high-risk transactions. Using multi-layered authentication, eKBA provides a non-intrusive, positive customer experience and is compliant with federal law and industry guidance.

We hope you’ll stop by Booth 707 at Money20/20 for an eKBA demo. But, if you can’t wait – see eKBA on our website at http://www.enacommweb.net/eKBA.html.

This year, Money20/20 will take place at the Aria Resort & Casino in Las Vegas, November 2-6, 2014. If you have not registered, contact us at sales@enacomm.net for our discount code to save 20%. You can then access the registration page by clicking here. Register as a General Attendee and the system will automatically adjust your rate upon completion.

Win Big in Vegas – Visit Enacomm in Booth 707.

ekba photo

Prepaid’s Insight Card Chooses Enacomm, Improves Customer Service & Reduces Operating Costs

insight logoPrepaid card company Insight Card Services has selected Enacomm to provide intelligent customer interactions technology. After just two months of deployment, Insight is reporting a “better, more reliable customer service experience” for its cardholders, as well as reduced operating costs.

According to Jeff Gleason, Chief Financial Officer of Insight Card Services, “The efficiencies and cost savings were also important considerations in making the switch to Enacomm.”

In addition to harnessing its self-service IVR functionality, Insight Card Services is utilizing ViA®, Enacomm’s analytics tool for call centers featuring real-time IVR and CTI reporting, monitoring, and alerting, and Engage™, which enhances and directs IVR systems from a single, browser-based console to maximize IVR and web investments. On deck for implementation by Insight Card Services is Enacomm’s eKBA™, mobilized authentication of customers through next-generation knowledge-based authentication (KBA).

“Insight Card Services recognizes that a stellar customer self-service experience is the competitive edge needed to win and keep consumers who now demand and expect speed, convenience and ease when they reach out for assistance,” explained Enacomm CEO Michael Boukadakis. “Multimodal, intelligent customer interactions are the way of the future, but Enacomm’s advanced technology enables them today.”

Enacomm is making the customer service experience better for unbanked and underbanked Americans who rely on companies like Insight Card Services that offer them financial solutions. To learn more about how Enacomm is helping Fortune 50 to Fortune 2000 companies in the Financial/Credit Union, Prepaid/Cash Card, Health Care and Utilities industries with innovative, interactive and intelligent customer self-service and assisted-service solutions, give us a call at 1-877-860-0025.