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!
M&C Associates and Genesys Enter Partnership to Deliver Omnichannel CX and Expand Contact Center Solutions April 7, 2016 – Hauppauge, NY: M&C Associates announced today its partnership with Genesys, offering the market leader in omnichannel customer experience (CX) and contact center solutions, to provide organizations with world-class customer experiences and contact center technology. With this … More Big News! M&C and Genesys Announce Partnership!
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!
A message from Lou Marianacci, President and CEO of M&C Associates One of the real joys this holiday season is the opportunity to say thank you to those who make our year so bright. Our best wishes for you and your family during this season of peace and joy. We sincerely appreciate your loyalty and goodwill … More Sending Warm Wishes…
Enjoy your family, food, and this following infographic this Thanksgiving!
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!