Subscribe to Our Blog

When callers interact with your IVR, they want to be greeted by a system that works effectively and efficiently. Some of the main pain-points callers tell us about that relate to bad IVR experiences are where the IVR doesn’t support the basics of good IVR design. The biggest frustrations come from poor navigation, options that aren’t relevant to their...

Topics: Blog

By Helen Casewell
December 20 2017

Read More

When it comes to designing great user experiences, understanding and designing for context of use is critical. Context Gathering is core to the VoxGen user-centred design process, and for very good reason. Before we even start thinking about design solutions, we need to understand the specific user requirements and context in which the product will be...

Topics: Blog

By Helen Casewell
November 30 2017

Read More

It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company was to pick up the phone. That often meant being greeted by the company’s automated phone system, the IVR (interactive voice response). While the phone remains a key contact channel for most brands, the range of customer contact channels offered to customers is...

Topics: IVR Design

By Helen Casewell
October 31 2017

Read More

We talk to a lot of people about their IVR (Interactive Voice Response) systems, and we make a point of calling up all sorts of different companies to see how their IVR systems sound.  Something we’ve noticed is that more companies are asking about, and deploying, ‘Natural Language’ IVR solutions.  Another thing we noticed is that their reasons,...

Topics: IVR Features, User Experience

By Kerry Robinson
October 27 2017

Read More

Personalisation has been a hot topic in Customer experience (CX) circles over the last couple of years. Done well, personalised experiences have the potential to improve CX, increase loyalty, and reduce cost to serve. In an April 2017 report, Pivot To Person-First Personalization, Forrester reports that more than two-thirds of brands today consider...

Topics: Experience

By Helen Casewell
September 27 2017

Read More