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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.  Another thing we noticed is that their reasons,...

Topics: User Experience, IVR Features

By Kerry Robinson
October 27 2017

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IVR has historically been a cost-saving tool; reducing the need for expensive contact center agents. In the past, that’s led to an obsession with measuring “containment” - the number of calls that start and finish in the IVR without the caller talking to an agent.

Topics: IVR Features

By Marsha Jones
July 19 2017

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