It’s Time Your IVR System Got a Second Chance
August 16, 2019
In a recent post, I said that a good IVR system is more than a barrier to live agents. It’s the reason callers don’t need a live agent. It’s a simple...
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ivr Tag
Can Callers Come to Love Your IVR?
July 5, 2019
IVR is probably one of your most useful pieces of tech. It saves money, it shrinks call queues and it saves agents from some of the most boring jobs. And yet…...
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What is IVR
May 21, 2019
Interactive Voice Response (IVR) is a technology that allows callers to interact with an automated voice service. Using either speech or the dial pad of their phone, callers make selections...
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What is the Full Cost of Bad Customer Experience?
November 9, 2016
Whilst communications technology has (apparently) come a long way since the 90s, it seems that with caller experiences it is still hit-and-miss. Why do bad customer experiences still happen? The...
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What Do People Want From Multichannel Customer Service?
May 26, 2016
Self-service or the human touch? The research suggests that the answer is not one or the other, but maybe “both”. Better still, “it depends”. As usual in customer service, the world...
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What is IVR Technology?
April 8, 2016
The telecoms world is a multiple offender when it comes to acronyms: SIP, RTP, PBX, ACD - the list goes on. One which is very commonly used is IVR (Interactive...
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Streamlined Support with Automated SMS and IVR
January 22, 2016
A high volume of support calls to agents in your contact center is costly, and often inefficient, especially when a large number of the requests are about relatively simple queries...
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