Meet Leanora Gordon – Our newest addition to the team who is ready to strengthen relationships and build opportunities with customers and business partners.

M&C announced today the appointment of Leanora Gordon to Director of Business Relationships. Leanora is a 13 year veteran of M&C Associates, and decided to re-join the organization, bringing a wealth of industry experience after spending two years at Genesys / Interactive Intelligence.  Leanora knows how to build client relationships through advocacy, guidance and collaboration … More Meet Leanora Gordon – Our newest addition to the team who is ready to strengthen relationships and build opportunities with customers and business partners.

M&C Associates Celebrates 15th Anniversary, New offerings available to mark milestone!

Cloud SaaS-based Contact Center and IVR Solutions, Workforce Optimization and Managed Services Offerings  Hauppauge, NY (May 4, 2016):  M&C Associates LLC, a premier  provider of Contact Center, IVR, Speech and CTI solutions for enterprises, government agencies, and service providers across the United States and Canada, today announces the fifteenth anniversary of the company’s founding. To mark … More M&C Associates Celebrates 15th Anniversary, New offerings available to mark milestone!

Testing! Testing! When and How… (IVR Scripting Series)

Developing a Prototype for usability testing of an IVR script and application is a good idea when you’re looking to check out the way callers may experience the system—speech prompting, navigation and its efficiency.  Feedback from users, before the application development begins, allows for menu rearrangements and verbiage adjustments to be implemented, and changes to … More Testing! Testing! When and How… (IVR Scripting Series)

Wordplay is No Game in IVR Scripting.

When building an IVR Script, you must consider carefully the precise words to be used at each step, while also considering the customer experience throughout the call. More importantly, dialogues should be designed to be spoken to the caller in phrases, rather than pieced together from individual words.  Otherwise, single word dialogues will sound mechanical … More Wordplay is No Game in IVR Scripting.

Error Messages, without Errors! (IVR Scripting Series)

When designing an IVR Script, it is important to think about what things might go wrong during a call, either from the system OR the caller. Several error conditions can occur in an IVR session, and all such possibilities must be identified and dealt with during the script design phase to produce a quality result. … More Error Messages, without Errors! (IVR Scripting Series)

How To Develop An IVR Script That Works

What an interactive voice responses system says—and how it says it—can make or break and application. Since the IVR script is so critically important to “end user acceptance” and overall system success, careful attention needs to be given to how the dialogue is designed, structured and recorded.  Your goal—a script that is clear, concise and yet … More How To Develop An IVR Script That Works