3 min read

Design IVR Conversations not Call Flows

Design IVR Conversations not Call Flows

Planning any type of automated customer communication can be tricky, but in the voice channel it’s uniquely tough. To start delivering natural, satisfying experiences through an IVR, designers are tasked with mechanising a very non-mechanical process: human conversation.

4 min read

IVR User Experience Testing

IVR User Experience Testing

I’ve often been asked why user testing is so important. It’s an activity that is embedded in our process at VoxGen. In this post I explain why…

5 min read

Designing conversational AI chatbots and what we can learn from IVR

Designing conversational AI chatbots and what we can learn from IVR

Conversational AI chatbots are a hot topic. Looking at our Twitter and LinkedIn feeds, the interest and excitement bubbling around this area is vast. Having worked in conversational user experience (UX) over the last two decades,  it’s exciting to see that the industry is experiencing a rapid growth, and delving into emerging technologies like bots and agents.

5 min read

Improving the IVR Experience with Personalization

Improving the IVR Experience with Personalization

Personalisation has been a hot topic in IVR Customer experience (CX) circles over the last couple of years. Done well, personalised experiences have the potential to improve CX, increase loyalty, and reduce cost to serve.

5 min read

Start with the caller: why UX research is vital to great IVR

Start with the caller: why UX research is vital to great IVR

Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it pays to do user experience (UX) research.

3 min read

IVR Analytics and Reporting

IVR Analytics and Reporting

To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting.

A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before performance starts to suffer. But it’s extremely hard to proactively fix issues that you can’t see. That’s where reporting comes in.

Read now: 10 Metrics for IVR Success