Best Practices for Enhancing IVR by Diane Halliwell

Best Practices for Enhancing IVR

From speech recognition to virtual assistants, there are numerous ways to enhance traditional IVR for a better experience.

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. However, the IVR remains an important channel, and its effectiveness still has a significant impact on the customer experience. Therefore, it remains as important as ever to get the IVR right. The information contained in this article should be considered to facilitate the achievement of that goal.

Diane  Halliwell

Diane Halliwell has consulted in the Telephony field for over 35 years and in the Contact Center arena for over...
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