White Papers

Browse this free online library for the latest technical white papers, webcasts, and product information to help you make intelligent IT product purchasing decisions.

When Customers Call, and They Will, Will Your IVR Be Ready?

Reports have indicated that more and more customers are using online and other self-service tools to resolve issues. That said, analysts are not predicting that call volumes will be dropping significantly. This means that interactive voice response (IVR) technology can still be crucial to a company’s customer experience.

This report from Frost & Sullivan looks at what customers dislike about and require from IVR systems. It presents the case that some customers reject calling as a method... Read More

The IVR Playbook: Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform that Ensures a Great Customer Experience

At its core, interactive voice response (IVR) technology allows a computer to interact with a customer through the use of voice and touch-tone telephone keypad inputs. Looked at closely from a business perspective, IVR can be a huge part of an enterprise’s customer experience.

This IVR playbook looks at things to keep in mind when considering investing in a new or upgraded IVR system. It looks at who uses IVR technology and what could indicate that it’s time to make a change to your IVR... Read More

Migrating Legacy End of Life IVR

Interactive voice response (IVR) systems bridge communication between enterprises and customers. When that bridge becomes outdated or nears its end-of-life, steps need to be taken and factors need to be considered to successfully update that crucial IVR system.

In order to make the best possible investment choice when considering a new cloud IVR provider, some key questions need to be asked. Is the IVR solution flexible? Does it support multi-channel customer interaction?

These... Read More

Customer Bill of Rights eBook

Interactive voice response (IVR) technology allows a computer to interact with customers using voice and dual-tone multi-frequency (DTMF) tones via a keypad.

IVR can be invaluable to an organization, but the customer experience is crucial. Improving the customer experience means an enterprise can improve customer retention, improve customer satisfaction, and increase cross-selling and up-selling.

Download this eBook to learn ten factors that customers should expect and companies... Read More

Four Ways to Win Customer Raves With Your Speech-Enabled IVR

An interactive voice response (IVR) system can be key for communication between an enterprise and its customers. How can an IVR system be designed to be intuitive and user-friendly, providing assistance and not frustration?

Download this tip sheet to learn four ways an enterprise can work towards an IVR system that customers see as a help and not a hindrance.

The considerations to keep in mind include knowing your customers, avoiding an overly complicated and overstuffed system,... Read More

2015 Travel and Expense Management Report: Increasing Control, Compliance, and Productivity in a Modern Mobile Workforce

Travel is a crucial business expenditure for many enterprises, with organizations looking to balance travel needs with cost-effectiveness. Travel expense management needs to consider accuracy, compliance, cost-productivity, and results. Financial process automation can be key to managing those factors.

Financial process automation is becoming more important for corporate travel expense management, as is accessing that automation while on the go. Travel and expense management (TEM) software,... Read More

Five Agile Data Imperatives for Healthcare Payer CIOs [Infographic]

Healthcare reform is transforming the US medical insurance sector. This dynamic and competitive market boasts several new opportunities for growth. This infographic shows you five ways that investing in technology can boost your organization's agility. Read More

6 Steps to Switch From Spreadsheets to Cloud-based Expense Management

The manual process of using spreadsheets for managing expenses has had its advantages, especially before the rise of automated cloud-based expense management software. For many companies, the time, costs, and risk of inaccuracy in the spreadsheet method can lead to the decision to switch.

This e-book outlines 6 key steps to follow to make as efficient and cost-effective a transition as possible. The first step is identifying the problems with an enterprise’s current expense management... Read More

Annual Expense Management Outlook: T&E Trends and Benchmarks for 2015

Travel and entertainment (T&E) costs make up the second largest portion of business expenses, surpassed only by payroll. Managing T&E spending can become tricky as companies merge, grow, and expand their global reach. This white paper outlines current travel and entertainment management trends, looking at the challenges and benefits of the manual expense process and Web-based systems. Return on investment (ROI) for T&E solutions is looked at in relation to company size, along with crucial features... Read More

Using Data Analytics to Transform Your Business Processes and Your Business

Implementation of data-driven analytic platforms is quickly becoming the new business normal. New analytic tools are allowing organizations to improve the performance of routine tasks and procedures based on real-time, high-quality information, resulting in vastly improved operational and financial decision making. Dundas Data Visualization is a dashboard solution that can help your business increase compliance and improve efficiency by transforming raw data into visual information. Visualizing... Read More
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