PromptVoice Blog

CX is a key business focus, but why does that matter to the telecoms channel?

A recent survey of almost 2,000 business professionals found that customer experience is the number one focus for almost 46% of businesses,¹ but how can telecoms and IT resellers take a share in their spend?

A phone system is much more than a call routing technology, for most businesses it’s a critical customer touch point. Our 2020 study concluded that callers to SMEs spend 20% of call time on hold and, as the provider of their telephony infrastructure, you determine how your customers can utilise this time.

Major new PromptVoice release optimises the channel opportunity

A major new release from PromptVoice is set to transform user experience and optimise the opportunity for all channel players to benefit from providing IVR prompts, in-queue and on-hold audio. The channel’s audio innovators deliver major enhancements to end user experience and makes ongoing management lighter touch than ever!

Transform phone systems from call routers to customer interfaces

Guest blog by David Richardson, Premier CX

I’ll start by declaring my credentials – I’ve been working with audio in various ways since the very late 90s, and I’ve specialised with audio in telephone systems for going on 5 years.

But I’ve been buying products and services for longer than both. It’s that personal, customer perspective that I always start with when assessing any telephone experience. Because as customers, consciously or unconsciously, we’re rating an organisation every time we call.

Why is this the best time of year to launch your portal?

November and December are always far and away the busiest months for telephone audio requests as end users rally to make sure their IVRs and greeting messages are updated to inform callers of business hours through the festive period, and play seasonal music and messaging to queueing callers.