OK, maybe that's an exaggeration. But there are better ways than slogging through a voice menu. This is pretty slick: Fonolo, a young company out of Canada, has released a version of its ...

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 ...

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 ...

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 ...

This article is authored by Maaz Ansari, co-founder and CRO, Oriserve.

Click-to-connect applications will replace IVR applications over time as multi-modal communications takes off. Click-to-connect applications will replace IVR applications over time as multi-modal ...