Your company may benefit from an interactive voice response system, which routes callers to the right contacts. Here is what you need to know.

Interactive voice response (IVR) is a technology that allows a computer to interact with a human through the use of voice and input via keyboard. Although mobile marketing is gaining traction with the ...

Few technologies are more despised than interactive voice response (IVR). It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies ...

Recently, in the midst of step three of my health-insurance company’s automated customer service system to get my call directed to the correct department, I got sassed. “I’m sorry, you seem to have ...

I like to say that human beings are the exception handlers for all automated workflows. But, as those of us who endure automated customer service know only too well, human exception handlers are ...