Human factors/ergonomics researchers have studied how the gender and tone selected for an interactive voice response system, or IVR, affects its user-friendliness. The personality and gender of the ...

The best IVR systems enable businesses to manage inbound calls at scale, and empower customers to answer questions on their own. From simple phone menus to next-gen conversational IVR, this list ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

Many firms are trying to determine the best ways to effectively implement self-service applications. Several have added Web-based tools and mobile apps to their customer- interaction portfolio.

"How can we design a system that our customers will actually use?" Providers of speech-enabled interactive voice response (IVR) systems are asked this question on a daily basis. Some of us joke that ...

The Latest Call Center IVR Upgrades Are Slashing Wait Times Your email has been sent Interactive voice response (IVR) systems route calls and handle basic queries ...