Gartner has revealed its "Magic Quadrant for IVR and Enterprise Voice Portals, 2006," earmarking Avaya, Genesys Telecommunications Laboratories, Intervoice, and Nortel as leaders of the market.

9 Reasons a Hosted IVR Beats Managing Your Own System Your email has been sent If you provide customer service over the phone, you need an IVR system. Discover why a hosted IVR can save time, cut ...

There've been lots of changes at Intervoice in the past few years - it's a different company than the old stodgy IVR vendor it used to be. There are new products, new services, new leadership (for the ...

Interactive voice response is getting a tuneup at some institutions, which are adding interactive voice messaging to the mix of communications options for customers. IVM is a detailed automated ...

IVR testing is a critical part of ensuring your system performs as it should. Automated testing is ideal, as long as it is done responsibly. Companies should conduct IVR testing routinely to ensure ...

Remember the bad old days of customer self-service? Automated systems would present you with five or more different options — any one of which could lead to five or more other options. With touchtone ...

Turns out, if you approach an IVR or a chatbot system project as you would onboarding a new hire, the benefits are even greater. Businesses today treat interactive voice response (IVR) and chatbots ...

Picture this: Instead of having to operate an expensive call center tied to a physical location, you’ve created a virtual, multimedia contact center staffed by agents working from home or in distant ...

A new Datamonitor report, Call Center Component Technologies, concludes that Internet protocol (IP) and speech recognition technologies will substantially fuel increased revenues for, respectively, ...

I have never known a customer who calls a company and enjoys listening to a long menu asking them to “press 1 for sales, press 2 for service, press 3 for accounting....” and so on. Yet, for more than ...