Recorded Webinar: Should Voice Agents Replace IVRs?

Click here for this webinar recording

Have you noticed that advances in technology are fundamentally changing how customers enter the contact centre?

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?

Watch this webinar, where 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 be explore what forward-thinking operations have been doing to move their people, processes, and technology with the times.

In conversation with:

• Steve Hindley, NextGenCX
• Lauren Kiefer, GTM, ElevenLabs
• Xander Freeman, Call Centre Helper

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

If you are a contact centre manager or CX leader wanting to overhaul how your customers start their journey, or worried your IVR isn’t up to scratch, this session will give you a whistle stop tour of what’s been changing in this space and how to get started with driving improvements.

Click here for this webinar recording

Author: Jo Robinson

Reviewed by: Xander Freeman