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IVR/Visual IVR

IVRs are automated technology that interacts with callers, gathers required information, and routes calls to the appropriate recipients. Visual IVRs take it a step further by creating an app-like experience for smartphone users during contact center interactions. See below for the latest IVR news, trends, and solutions.

Features

2024 Vertical Market Case Studies: A Speech Technology Special Report

A look at how speech technology solved real-world problems in seven industry sectors.

2024 State of AI in the Speech Technology Industry

How generative (and other types of) artificial intelligence is impacting five important sectors.

The Top Speech Technologies and Vendors: The 2023 Speech Industry Awards

AI, AI, and more AI: The technology is disrupting everything, and it's found everywhere in our speech industry achievements for 2023.

2023 Speech Industry Award Winner: SyncWords Leads in Live Captioning, Dubbing, and Subtitling

The New York-based company reportedly last year captioned and subtitled more than 15 million minutes in video on-demand, processed more than 500,000 minutes of content with speech recognition, and live-captioned more than 300,000 minutes of events.

Industry Voices

The CX Industry Must End Impossible Voice Response

With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on SmartCustomerService.com.)

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

Voice Technology is Essential to Digital Transformation

Advances in speech technology are ensuring that voice continues to have a role in customer interactions.

Transforming Customer Interactions with Conversational Insight

Columns

Audiovisual Speech Recognition Takes ASR to the Next Level

Humans rely on audio and visual cues to comprehend speech, and ASR should do the same.

Large Language Models Are Suddenly All the Talk in Speech Technology

A few considerations before going all in on the hype.

It’s Time to Cross Speech Tech’s Annoying Valley

Face it: IVR systems are almost all annoying.

People with Disabilities Helped Launch Speech Tech. Don’t Leave Them Behind

Design solutions that eliminate difficulties.

Speech Technology Reports and Research

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