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Customer Experience (CX), Net promoted score (NPS) and cost reduction, these are the three major areas that leading corporations focus on. Customer satisfaction, service level, and quality to assess service performance contribute to high CX and NPS results. Bonuses are often given to employees when these results are high.

Inbound contact centers are viewed as the main area in which these CX and NPS results are managed for most organizations. Decisions made outside the contact center will greatly impact CX and NPS results, executive bonuses and shareholder returns due to the lack of needed strategic planning and budgeting tools, and that’s because contact centers are a changing setting that is difficult to understand. Decisions made in HR, Training, Marketing, and the like can make a great and cumulative impact.

However, the key to clarify to your executive teams about how such decisions made by those departments will affect service results in the future is to use strategic planning solutions using big data technology. This can give the analytical methodology to accurately and instantly determine the best ways to attain cost reductions and manage service results adequately.

While in most organizations there is a meticulous process for making annual plans and budgets, it is somehow different in a contact center, while generally a multimillion dollar area of expense, it is not regularly accounted due to constraint with regular strategic planning and budgeting tools. This has become a major area of business focus due to the fact of it being very complex, combined with the huge costs associated with very poor NPS and CX scores.

Inbound call centers need a very smart technology that is made to consolidate data from huge and varying sources. These collected data can then be standardized, checked, and used effectively in analysis, reporting and budgeting. This gives a quick and careful planning tool that allows management to calculate the customer experience influences of different service strategies by using “what if” scenarios.

The more precise the real-time analysis, the better chances you have of landing successful Customer Experience (CX) and Net Promoter Score results. Inbound call centers can be compare to mega-million dollar planes that need fine control to maneuver.

With stakes so high, flying blindly and just counting on gut instinct is not sufficient. For you to succeed  an inbound call center strategic planning and budgeting tool that leverages on big data technology is very crucial. Doing so gives the quick and precise information necessary to make informed decisions with haste and with business confidence.

IVR Portal – a name most company calls an IVR (interactive Voice Response) today. It works as an entrance for every company that owns the IVR system as it welcomes every visitor which reaches to the company using a telephone, mobile phone or any handheld communication devices. Similarly, a website of a given company or an organization works as similar as “entrance” where anyone who attempts to reach them using internet, is greeted by their website or web portal. With this in line, it is very clear that IVR portal for any company or business is just as important as web portal for that company. Nowadays, there are quite a number of companies that has been providing web portal services to many businesses as well, which in time has helped their business grow. In some developed countries, almost al their business houses use IVR. While in some underdeveloped countries, many businesses do not use IVR simply because they are not aware about IVR and how it can help them grow their business from rags to riches, and track any incoming enquiries over phone. In a way, the way website can help a business, an IVR System can also help a business similarly. Websites development companies can expand their business by bundling their services with IVR systems too, along with their web portal expansion facilities. They can offer overall business lead organization system along for a business by using website and IVR, instead of just providing website development service. It will sure be win-win situation for both businesses. Now cloud services have getting more and more popular these days with increasing suitability, making IVR system has become more and more affordable for any type of businesses, from small business to large ones, name it. Moreover with the availability of many IVR software present today, visual tools for developing IVR call flow, it has become much easier to develop customized IVR systems. One good example of IVR software is Voicent IVR Studio; it delivers high-quality of caller experiences. Why? Because with Voicent IVR Studio, you are enabled to easily create logical, fast, crystal-clear navigation of phone system menus and options. It simplifies business integration and increases flexibility. As with all Voicent software, Voicent IVR studio is one time purchase and owns it forever. What makes IVR studio is so flexible? Based on internet standards, Voicent IVR studio is extensible and permits integration with prevailing websites and custom-developed Java classes, this will allow independent designers to extend Voicent IVR solution to meet unique business requirements. That’s not all it also provides easy integration with your website that includes CRM system, Database, Email Server, and almost any program.