Articles about ivr

Alex Connors reveals how, when crises create calls, your business needn’t be wiped out by the sheer volume of contacts that come in from crowds. This, he says, is the opportunity for interactive voice response (IVR) to show its worth.

Tom Risbrook reveals how speech-based ‘intelligent call steering’ can be used to delight your customers while making life a lot easier for your staff.

Are your agents so overwhelmed that their productivity is going down the pan? Let Frank Trefzer talk you through the technology that can actually help drive productivity.

Forget the stereotypes of interactive voice response (IVR) systems as mere robotic voices on the end of a phone line. As Nick Applegarth reveals, today they are so much more sophisticated.

This month, we’ve asked four specialists – Genesys, New Voice Media, Plum Voice Portals and Sabio – for their advice on IVR systems.

Customer complaints about queues are a perennial issue for contact centres. Suzette Bouzane Meadows and Richard Farrell demonstrate how call back technology can help solve the issue and provide more effective customer service.

Interactive voice response (IVR): it’s the bane of many a customer’s life. So much so, in fact, that one American consumer has gone so far as to publish his own cheat sheet, dedicated to helping other hapless customers get out of IVR systems with the touch of a button.

The sales pitch for interactive voice response (IVR) is very compelling – being able to offer 24-hour service to customers without human intervention. However, a large number of IVR applications fail to work well. Jonty Pearce looks at seven of the greatest sins!

Market research firm Gartner has named Genesys to the Leader quadrant in its June, 2005 report titled, “Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2005.”