IVR is one of the most elegant tools businesses have to manage calls. Learn the basics and how it can help you serve customers better. Interactive Voice Response (IVR) systems are invaluable, creating ...

Smart IVR represents the next generation of interactive voice response systems. Learn what it can do for your customers and your bottom line. Master the art of routing with ready-to-use IVR scripts ...

This week, we’ll continue our discussion on how advances in voice-over-IP-related protocols can improve call center operations. First, we’ll look at progress in interactive voice response (IVR) ...

Understanding the growing imperative of machine learning in voice self-service ...

Businesses are moving beyond traditional IVR systems to autonomous voice AI, which handles entire conversations and resolves ...

I have never known a customer who calls a company and enjoys listening to a long menu asking them to “press 1 for sales, press 2 for service, press 3 for accounting....” and so on. Yet, for more than ...

For years, IT and business have heard the sexy promise of “IP convergence,” which would allow all sorts of voice- and video-enabled applications to appear in business. However, for most organizations, ...

There are benefits to technology, no doubt. Instant coffee, digital music, keyless entry, cell phones...the list goes on. However, automation has had one particularly annoying side effect: the ...

Research on "silent abandonment" shows how damaging uncertainty around patience and drop-offs can be; if silence appears at the wrong moment, customers simply leave and the organization often does not ...

Phone menus, also known as Interactive Voice Response (IVR) systems, could be a blessing when all goes well, but extremely frustrating when all a consumer wants is a human representative. How would ...

The Centers for Medicare and Medicaid Services (CMS) announced a significant change impacting Medicare providers nationwide. By March 31, 2025, Medicare Administrative Contractors (MACs) will remove ...