3 min read

Stop IVR Rot

Stop IVR Rot

Over time, customer demands and language change. For a contact centre agent, adapting to these changes is a natural process, but what about your IVR? Is it frequently updated in line with new expectations, or has it simply been left to rot?

3 min read

Is IVR’s role about to change dramatically for the better?

Is IVR’s role about to change dramatically for the better?

For companies that can think creatively, IVR has an exciting new role to play in the omni-channel experience. Exclusive video interview with Forrester’s Art Schoeller.

4 min read

How an inconsistent IVR persona can damage your brand

How an inconsistent IVR persona can damage your brand

Your IVR could put callers off if it doesn’t sound like your brand. There’s a quick way to fix that: update and re-record your prompts using an appropriate persona.

3 min read

Make IVR easy for Contact center Managers to Modify on the Fly

Make IVR easy for Contact center Managers to Modify on the Fly

When things change in your business, your IVR often needs to change too. Yet for many contact centres, making reactive changes to the IVR is either too difficult, or results in a broken customer experience. We look at how to do it properly.

Circumstances change all the time in the real world, and a good IVR is one that can keep up with those changes. For a retail organisation, the launch of a new product may lead to a flood of enquiries. For a local authority, a real flood may lead to a huge surge in calls for sandbags and pumping equipment.

5 min read

Why conventional IVR tools fail to help

Why conventional IVR tools fail to help

VoxGen has been designing, building and improving Interactive Voice Response solutions – or IVRs – for some time now. Since we’ve been in the business, we’ve seen technology grow to meet the more demanding expectations placed both upon the companies who rely on automated systems to do business, and the consumers who actually experience the IVRs.

< 1 min read

IVR in Utilities: Channel Preferences and Segmentation

IVR in Utilities: Channel Preferences and Segmentation

A poll of 2,000 consumers has shown some interesting insights into how segmentation affects channel preference within the utility market.