4 min read

How small data can make a huge difference to your IVR experience

How small data can make a huge difference to your IVR experience

Customers are happier when brands know what they want and tailor their service accordingly. It’s easier than you might think to make that happen in your IVR.

4 min read

Forrester IVR Landscape Report

Forrester IVR Landscape Report

Companies resent spending money on their IVR—and that’s a mistake.

A recent Forrester report reveals that many large organizations actively resent investing in their IVR. That creates a massive opportunity for those who do.

If you knew your business was doing something customers hate, would you change it?

2 min read

IVR Optimization and Continous Delivery

IVR Optimization and Continous Delivery

At VoxGen we have been using some form of Continuous Integration (CI) for a long time. CI, at its minimum, is the process whereby every time a developer commits a code change to the source code repository then that code is merged with the rest of the project and the project is built and tested to see if anything breaks. This aims to prevent integration problems later on in the project by integrating early and often. By adding Unit Tests we can also ensure that new code is doing what we expect it to do and that existing functionality has not been changed. All of this occurs on a central server guaranteeing that a common and repeatable build process is developed and removes the old problem of “it works on my machine”. The build process can be grown to check for code quality, style, test coverage, complexity and even common mistakes and vulnerabilities. And all of this happens every time that a developer checks something in. If everything works as expected then life continues as normal. If, however, something breaks then everyone in the project immediately gets alerted to the fact and can work together to fix it.

< 1 min read

Building an IVR Business Case for Change

Building an IVR Business Case for Change

Elegant automation can save everybody a lot of precious time, and save brands a lot of money. That’s why the biggest part of any business case for customer experience scrutinises the money saved, as well as the gains in key metrics like NPS.

< 1 min read

The ROI of IVR Customer Experience

The ROI of IVR Customer Experience

After all these years of being told that customer experience was fluffy and held little commercial value, we can now show proof that there’s a hard benefit to creating great customer experiences.