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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

2021 State of the Speech Technology Industry

The latest developments and trends in seven important sectors

The State of Speech Analytics

Technology now looks at more than what the customer said

Speech Continues to Advance in the Contact Center

Companies should look to further automate customer service with voice technologies

Speech Technology's 2020 People's Choice Awards

The votes are in. You have spoken!

Industry Voices

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.

Wrap it Up: How Speech Technology Helps Contact Centers Crush Holiday Challenges

The holiday season isn't always "the most wonderful time of the year" for contact centers. Fortunately, speech-enabled technologies are playing a vital role in helping customer support organizations thrive over the holidays,

Columns

When IVRs Discriminate: A Case Study

What happened when a plaintiff took on a big telecom. The first in a two-part series.

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

Voice Interfaces and Contactless Interactions

A shift in our preferences toward eliminating or reducing touchpoints seems inevitable

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better

Conversational self-service is moving closer to reality

IVR/Visual IVR Companies and Suppliers