IVR
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Blog
5 Actual Benefits of Conversational IVR for Call Centers
Conversational IVR uses natural language processing and automated speech recognition to understand what customers are saying, typically in the context of a customer support request. While conversational IVR has been available for over two decades, recent advances in AI have expanded the possibilities for intuitive, natural, and useful phone-based dialogue. Unfortunately, new technology often comes with exaggerated claims about functionality.…
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Blog
Can Visual IVR Really Help Callers? 5 Ideal Use Cases
Visual IVR blends voice-only IVR technology with a visual user interface for a personalized way to get help from customer support. Customers interact with visual IVR by calling a number and electing to receive a shareable link to visit an interactive page where they can solve many of their own customer service issues. With traditional (or non-visual) IVR, customers are…
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Blog
5 Types of IVR Testing Tools and When To Use Each
IVR is a powerful tool for managing call queues and improving customer satisfaction, but it requires maintenance for optimal use. Regular IVR testing is essential to make sure your system is secure and works as it should. Testing also helps you improve call flows, ensure quality, and understand performance. Here are the different types of IVR testing tools you’ll need…
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