Webinar Replay: Should Voice Agents Replace IVRs?

For most, IVRs have been a core part of operations for decades – but their usefulness is now up for debate and some contact centres have already said goodbye to their IVRs in favour of voice agents directing customers through to the right agent, every time! So much so that our own 2026 benchmarking research has shown a year-on-year drop in IVR use of 8% in 2026.

So, have we hit a point in time where voice agents should outright replace IVRs? Or are we moving towards an era of co-existence?

In this webinar, we take an in-depth look at what’s been changing, what the latest technology is making possible, and where IVRs still (perhaps) have their place.

We also explore what forward-thinking operations have been doing to move their people, processes, and technology with the times.

You will leave with a clearer understanding of:

• How the voice agent vs. IVR battle has unfolded in recent years
• Where voice agents can help improve the customer journey
• Whether an IVR is still the best fit for your operation