iMessaging Systems Podcast

Susan L. Hura, PhD
Principal, Speech Usability

We all have our pet peeves when we call into automated telephone systems: ads for stuff we don’t want that you can’t skip over, long legal disclaimers, or having to repeat everything once you get transferred to a live agent. I hate all of these things, but my number one top complaint is when you navigate through an IVR system only to be told ‘sorry, if you want to do this you have to visit our website at w‐w‐w‐dot….’
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 Psych! Don’t Just Send Callers to the Website: Play Now | Play in Popup | Download

This writing will focus on telephony functions that are used to improve customer service. For example, interactive voice response, or IVR, is a self-service technology that allows a telephone call to communicate interactively with a computer to retrieve or submit information from or to a database. Along with IVR, the ability to connect the caller or called party with a “live” agent delivers a personal level of service when self-service is just not enough. We’ll look at some applications across industries as diverse as Finance, Insurance, Healthcare, Transportation, Government, Utilities, Manufacturing and Distribution.

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Today, iMessaging Systems is announcing its entrance into the VoIP market with the formal release of a SIP-enabled version of iMessaging’s popular iNspire Call Center Suite™ for the all-in-one System i business computing platform…

 

 iMessaging adds SIP to iNspire Call Center Suite for System i: Play Now | Play in Popup | Download

Today, iMessaging Systems is announcing a new Telephony Integration Program “TIP” for System i application providers (ISV’s) as well as lucrative Reseller and Referral programs for IBM Business Partners…

 

 iMessaging Introduces All New Partner Programs: Play Now | Play in Popup | Download