4 min read

Your IVR and user needs – are you getting the basics right?

Your IVR and user needs – are you getting the basics right?

When callers interact with your IVR, they want to be greeted by a system that works effectively and efficiently. Some of the main pain-points callers tell us about that relate to bad IVR experiences are where the IVR doesn’t support the basics of good IVR design. The biggest frustrations come from poor navigation, options that aren’t relevant to their reason for call, long-winded menu structures and a feeling of going around in circles and being lost in a hopeless loop when all they want is to get their task completed or speak to someone. Designing great IVR experiences starts with first understanding the basic needs of users.

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4 min read

Designing conversational AI – The 5 decisions you need to make

Designing conversational AI – The 5 decisions you need to make

With the surge in voice-controlled devices, conversational interfaces for virtual assistants are already going mainstream.

But ask these 5 questions before you start.

4 min read

Is your IVR menu giving your callers indigestion?

Is your IVR menu giving your callers indigestion?

Your IVR menu may make perfect sense to you – but is it confusing your callers? If so, it’s time to fix it.

2 min read

IVR Design in Customer Experience Strategy

IVR Design in Customer Experience Strategy

In a bid to integrate silos of customer communications into a single multichannel customer experience, many organisations have changed who is corporately accountable. Increasingly we are seeing that individual having responsibilities for bringing brand/marketing in line with the customer experience as a whole. Rapidly gaining a full appreciation for the vagaries of contact centre operations, costs and metrics is essential in managing that organisational change successfully, and arriving at positive outcomes.

3 min read

Multichannel Considerations in IVR & Conversational AI Design

Multichannel Considerations in IVR & Conversational AI Design

At a time when new channels are emerging, the differentiators for retailers are going to have an awful lot to do with how we segment, personalise, and serve through the IVR, conversational AI, web, smartphone and social media.