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Planning any type of automated customer communication can be tricky, but in the voice channel it’s uniquely tough. To start delivering natural, satisfying experiences through an IVR, designers are tasked with mechanising a very non-mechanical process: human conversation.

Topics: IVR Design

By Kerry Robinson
June 22 2020

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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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NPS (Net Promoter Score) is as big a deal for anyone responsible for customer strategy and cost containment. As far as rich, accurate measurements go for customers’ satisfaction and their propensity to act upon it, it’s as good as it gets.

Book your free IVR review, today

Topics: IVR Design

By Dan Aslet
August 30 2019

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