Making the Audio Flow in Your IVR Apps

It may seem like a minor detail but having audio that flows together well in your IVR applications can have a major impact on customer experiences. Getting good, smooth sounding audio has more to do with being a good sound engineer than it does with designing IVR apps. Why Flow Matters The most common issues… Read More

Fairly Allocate Call Transfers to Multiple Contact Centers

Juggling Multiple Call Centers When customers call your company, you can provide a wide range of information and services with the right IVR applications. Sometimes, however, customers have complex issues that automation can’t address. When this happens, you want to make sure that you transfer your customer to the best possible person to quickly resolve… Read More

The Fastest, Easiest Way to Add Secure Phone Payments

Simplicity. It’s something that many people want, but few attain. This especially rings true when we’re talking about telephony. Combining telephony with other complex tasks, like payment processing certainly doesn’t lend itself to simplicity either. Yet many companies, especially those that process recurring payments, find themselves navigating on a daily basis. Using an interactive voice… Read More

Simplify IVR Development Using Visuals

Computer programming isn’t for everyone. And you know what? That’s ok. Traditional Computer Programming There are a number of inherent challenges with writing code that even the best developers would agree with. One is the linear nature of writing code. Some of this is governed by syntax, but at the same time, it can be… Read More

IVR TTS – How Much Is Too Much?

Original image source When building a voice application one of the first questions you need to answer is: to what degree will you use text-to-speech? Initially, it may seem like a great idea to use text-to-speech (TTS) wherever possible. After all, it’s faster and cheaper to just type out some generic code, right? Here’s the… Read More

What Are IVR Containment Rates?

What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes… Read More

How To Conduct an A/B Test on IVR Voice Applications

There is no single way to assess the effectiveness of your voice applications. For people who are new to voice automation or VoiceXML it may not be clear where to start with A/B analysis. Of course, this begs the question: “why bother?” After all, you have your application up and running, and it works fine,… Read More