M&C’s newest “Optimization” offers will get you there! Operational Efficiency Customer Satisfaction Functional Enhancements These Offers optimize contact centers and IVR platforms. Never before has there been such offerings all at once for services designed specifically around allowing Contact Center management to make greater use of their existing Contact Center and self service IVR. These … More Stabilize – Optimize – Expand
Having M&C maintain your system can save you money in the long run and minimize downtime by giving you access to our qualified professionals when needed. When you are in crisis, the last thing you need is to bring someone new up to speed… with an M&C Maintenance Contract you will have a knowledgeable resource … More M&C Maintenance Support has Clear Benefits
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.
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!
At M&C we really value our Partner relationships, and work to build trust with proven reliability time after time. The last couple of weeks we helped to sponsor two special partner’s sales conferences, ConvergeOne and Arrow SI. Here are some updates on how our time on the road went… We spoke to many who expressed great need around … More M&C Conference Adventures!
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)
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.
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)
Once your ideal team has been assembled and the basic system information flow is defined, the next step is to document the system dialogue using an Application Development Diagram (ADD). This diagram can take many forms, two of which might be a call flow chart or a tree diagram. Personal preference or company standards play key … More Application Diagram- Teleprompt MAPPING!
The first step in developing an IVR script is the form the team that will be responsible for specifying and testing the application. In general, several departments in your organization will be affected by the system and will want to be represented in this effort. However, try to keep the overall team size to a … More The Power of the Ideal IVR Scripting Team