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Don’t tie me in: from the first line of code, you’re tied into some technology or another, so you better make sure you’re tied into the right thing

Topics: IVR Technology

By Kerry Robinson
October 23 2012

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I hate PIN numbers: let's get that out there right from the start. That said, not long ago I was working with a major UK telecom provider. They had a big problem with customers taking a long time to identify themselves when calling to self serve in the IVR. The difficulty was that the customers were supposed to remember a four-digit code in order to...

Topics: IVR Examples

By Stephen Mailey
October 10 2012

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When I call my mobile company I get a nice, branded IVR (we designed the persona and customer experience for their premier line), I confirm that I’m enquiring about my business phone (nice personalisation, they obviously know my number). It’s noticeable that I go through 2 or 3 different systems, because they sound different, and you hear a ring tone...

Topics: IVR Examples

By Kerry Robinson
September 12 2012

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Let's face it, in any small medium or large enterprise the decisions made, both strategic and tactical, require careful consideration. That's why I find it amazing that companies still allow their primary contact channel to be represented in an ad hoc way.

Topics: IVR Design

By Stephen Mailey
September 12 2012

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