T-Mobile Have Killed Their IVR – Should You Do the Same?

T-Mobile says goodbye to IVR In August, T-Mobile very publicly announced that they would be doing away with its IVR systems in an effort to banish ‘customer service hell' to the dustbin of history. They were so happy with this move that they created a long-form advertisement to ensure everyone knows about their decision. The cynics amongst us may question [...]

2018-10-30T09:56:14+00:00October 30th, 2018|

IVR Testing: The Complete Checklist

Interactive Voice Response (IVR) technology is an incredibly popular means of automating customer contact services. Not only does it free up human agents to deal with more pressing business concerns, it can also cut call waiting times, and increase customer satisfaction ratings. However, IVR systems need to operate perfectly if you’re to fully realise the potential benefits of the technology. [...]

2019-02-19T16:43:15+00:00July 17th, 2018|

IVR – the Perfect Platform for Interactive and AI Solutions?

Interactive Voice Response systems have been utilised for many years. However, that doesn’t mean they haven’t adapted and evolved with the times. The IVR technologies of today are considerably different to those that came before, and they still demonstrate great potential for future growth. One key technology that’s likely to impact the future of IVR is AI. Here, we ask [...]

2018-05-23T06:25:57+00:00June 26th, 2018|

Chatbots vs IVR: The Battle for Channel Shift

The question of whether the chatbot or Interactive Voice Response (IVR) technology is the future of customer service provision is regularly raised. Both are being used to increase the number of access points available to service users and move them away from the less efficient communication channels of the past. Both are powerful tools. But which is the future? The [...]

2019-02-19T16:42:12+00:00April 3rd, 2018|

A Quick Guide To Successful IVR Telephony

“Press 1 for Sales, press 2 for accounts…” – ah, the joys of automated response systems! But as much as people may claim to hate these computerised answer machines, the simple fact is that IVR telephony or Interactive Voice Response systems are incredibly useful for businesses, and make life much simpler for callers. They streamline response and reception systems, free [...]

2018-04-05T16:16:18+00:00January 17th, 2018|
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