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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

The 2022 State of Speech Analytics

Analysis expands to new channels and use cases.

Building a Voice Brand Is a Sound Policy

As more marketing moves to audio channels, companies need a unified voice.

The Top Speech Technologies and Vendors: The 2021 Speech Industry Awards

Advances in AI, machine learning, natural language processing, and more fueled speech industry progress in the past year.

2021 Speech Industry Award Winner: Deepgram Applies AutoML to Automatic Speech Recognition

Like AppTek, San Francisco-based Deepgram, also joined CallMiner's Open Voice Transcription Standard (OVTS) as a founding member, but that is just one of the many partnerships it signed in the past year to advance its speech recognition capabilities.

Industry Voices

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

Customer Support Predictions for 2020

Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.

Columns

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

Design solutions that eliminate difficulties.

Poor IVR Will Make Your Customers Talk (Not in a Good Way)

Subpar design is bad for everyone.

Designing a Speech Interface? Learn From Web Design Fails

The annoyances and mistakes on websites can provide valuable lessons.

The Future of Intelligent Voice Assistants

Will you have one voice assistant or many? Which model will dominate?

Speech Technology Reports and Research

The Definitive Guide to Speech Recognition

Sponsored by Deepgram

The What, How, and Why of Customer Sentiment

Sponsored by Verint

How AI Speech Recognition Powers NASA's Next-generation Space Tech

Sponsored by Deepgram

How to satisfy customers using these 7 steps to enhance your CSAT?

Sponsored by Observe.AI

IVR/Visual IVR Companies and Suppliers