Resources

IVR guides for teams that run voice

Practical answers on phone payments, compliance, voice AI, call-flow design and outbound calling, from the team that has built voice automation since 2002.

Payments and compliance IVR and voice AI Build and run Outbound and messaging Developer docs

Start here · Guide

IVR payments: how pay-by-phone works and stays PCI compliantHow IVR payments work step by step, what PCI DSS v4.0.1 requires for phone payments, and how to keep card data out of recordings, logs and agents.Read the guide

Payments and compliance

Take card payments by phone, keep PCI DSS scope small, and verify callers.

Guide

Checklist

PCI DSS descoping for contact centers: a practical checklistUse this 10-step PCI DSS v4.0.1 descoping checklist to keep card data away from contact center agents, phone systems, call recordings and desktops.Read the guide

Guide

IVR authentication: PINs, caller ID and voice biometrics comparedCompare IVR authentication methods, from caller ID and PINs to one-time codes and voice biometrics, and learn how AI voice cloning changes the right mix.Read the guide

IVR and voice AI

How IVR, virtual agents and conversational speech technology fit together.

Comparison

IVR vs IVA vs AI voice agents: what's the difference?IVR vs IVA vs AI voice agents compared: how callers interact, what each understands, typical uses, setup effort, risks, and when to choose each one.Read the guide

Explainer

Conversational IVR: how speech recognition and NLU workHow conversational IVR works: speech recognition, NLU, grammars and dialog management, why phone audio is hard, and why combining AI engines helps.Read the guide

Build and run

Design call flows, choose code or low-code, then test, measure and improve.

How-to

IVR call flow design: best practices and example promptsDesign an IVR call flow step by step, write clearer prompts, and adapt example IVR scripts for greetings, menus, inputs, errors, transfers and hours.Read the guide

How-to

IVR containment rate and first call resolution: measure and improveHow to calculate IVR containment rate and first call resolution, why high containment can hide trapped callers, and practical ways to improve both.Read the guide

Developer guide

VoiceXML today: when to code your IVR and when to go low-codeWhat VoiceXML (VXML) is today, an annotated VXML menu example, and a code vs low-code comparison to help you choose how to build each IVR call flow.Read the guide

How-to

How to test and monitor an IVR before and after launchA step-by-step IVR testing process and checklist: validate flows, test speech and integrations, load test, then monitor errors and hang-ups after launch.Read the guide

Outbound and messaging

Keep outbound calls and business texts delivered, trusted and compliant.

Guide

STIR/SHAKEN for outbound IVR: what it means for your callsHow STIR/SHAKEN caller ID authentication works, what A, B and C attestation mean, and practical steps to keep outbound IVR calls from being labeled spam.Read the guide

FAQ guide

10DLC explained: registration, timelines and choosing a number typeWhat 10DLC is, who must register, how brand and campaign registration work, how long it takes, and how 10DLC compares to toll-free and short codes.Read the guide

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