In the early days, businesses adopted IVR technology based on cost benefits rather than improved customer experience. But that's not the case any longer -- today it's all about the customer experience ...

Akash Desai majored in pre-med at Houghton College before graduating in 2001 and launching a career as a technology entrepreneur in Western New York. He is president of IVR Technologies and a partner ...

IVR has been around for quite some time, but advances have made this technology more valuable than ever before in the enterprise and contact center. As a bit of background, interactive voice response ...

New offering delivers full lifecycle assurance for IVR and AI-driven contact centers, enabling faster deployments, ...

In today’s fast-paced business environment, managing incoming calls efficiently can make the difference between delighted customers and lost opportunities. That’s where interactive voice response (IVR ...

LloydsTSB is finding that when it comes to banking, customers like talking to robots rather than humans, with the bank today announcing it has handled over 70 million calls with interactive voice ...

“It's a natural extension of our AgencyWeb product suite that's ideal for those agencies needing to expand their ability to coordinate with employees regardless of location.” states Sr. Product ...

Natural language IVR can boost the agent and customer experience, but it comes at a cost. Here’s how to know if it’s right for you. Customer service expectations have changed dramatically over the ...

IVR testing is a critical part of ensuring your system performs as it should. Automated testing is ideal, as long as it is done responsibly. Companies should conduct IVR testing routinely to ensure ...

Few technologies are more despised than interactive voice response (IVR). It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies ...