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Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it pays to do user experience (UX) research.

Topics: IVR Design

By Dan Aslet
November 15 2019

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To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting.

A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before performance starts to suffer. But it’s extremely hard to proactively fix issues that you can’t see....

Topics: Blog, IVR Design

By Kerry Robinson
November 01 2019

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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 Dan Aslet
October 18 2019

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When it comes to designing great IVR and conversational 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...

Topics: Blog

By Dan Aslet
October 04 2019

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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. 

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Another thing we noticed is...

Topics: IVR Features, User Experience

By Kerry Robinson
September 27 2019

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