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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

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!

The State of the Speech Technology Industry

Artificial intelligence is improving almost every aspect of the speech industry.

How Speech Technologies Can Level the Playing Field

Speech tech is a major driver behind assistive devices—ones that incorporate artificial intelligence (AI) and machine learning and benefit from faster processing speeds and internet connectivity—that are helping people with all sorts of disabilities

Industry Voices

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,

Video: Three Megatrends in the Speech Technology Market

Twilio Director of AI/ML Nico Acosta explores the market's three prevailing megatrends--cloud, omnichannel, and intelligence--and their impact on the customer journey and the cost of doing business in this clip from his keynote at SpeechTEK 2019.

Columns

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

Speech Technology Reports and Research

Integrating Intelligent Assistants for a Competitive Edge!

Sponsored by Verint

CONVERSATIONAL CX: Building relationships one message at a time

Sponsored by Concentrix

Step-By-Step Guide to Proactive Call Surge Management

Sponsored by Observe.AI

Best Practices in AI from Contact Center Leaders

Sponsored by Observe.AI

IVR/Visual IVR Companies and Suppliers