In today’s fast-paced business environment, managing incoming calls efficiently can make the difference between delighted customers and lost opportunities. That’s where interactive voice response (IVR ...

IVR is one of the most elegant tools businesses have to manage calls. Learn the basics and how it can help you serve customers better. Interactive Voice Response (IVR) systems are invaluable, creating ...

This week, we’ll continue our discussion on how advances in voice-over-IP-related protocols can improve call center operations. First, we’ll look at progress in interactive voice response (IVR) ...

Understanding the growing imperative of machine learning in voice self-service ...

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 ...

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 ...

For years, IT and business have heard the sexy promise of “IP convergence,” which would allow all sorts of voice- and video-enabled applications to appear in business. However, for most organizations, ...

There are benefits to technology, no doubt. Instant coffee, digital music, keyless entry, cell phones...the list goes on. However, automation has had one particularly annoying side effect: the ...

Voice AI agents are a rapidly evolving area in the business world, moving far beyond simple interactive voice response (IVR) systems. The trend is significantly impacting both customer loyalty and ...

While it’s still the early days, voice AI is one area where artificial intelligence promises cost savings and service improvements. Deepgram is a decade-old company that quickly saw AI’s potential in ...

Pindrop is working with enterprise software maker Nice to offer an integrated product for voice authentication, deepfake detection and fraud prevention.