In today’s fast-paced business environment, managing incoming calls efficiently can make the difference between delighted customers and lost opportunities. That’s where interactive voice response (IVR ...

IVR is one of the most elegant tools businesses have to manage calls. Learn the basics and how it can help you serve customers better. Interactive Voice Response (IVR) systems are invaluable, creating ...

Understanding the growing imperative of machine learning in voice self-service ...

This week, we’ll continue our discussion on how advances in voice-over-IP-related protocols can improve call center operations. First, we’ll look at progress in interactive voice response (IVR) ...

I have never known a customer who calls a company and enjoys listening to a long menu asking them to “press 1 for sales, press 2 for service, press 3 for accounting....” and so on. Yet, for more than ...

Smart IVR represents the next generation of interactive voice response systems. Learn what it can do for your customers and your bottom line. Natural language IVR can boost the agent and customer ...

There are benefits to technology, no doubt. Instant coffee, digital music, keyless entry, cell phones...the list goes on. However, automation has had one particularly annoying side effect: the ...

A new generation of technology allows AI to understand and respond to customers in a fraction of a second, writes BRUCE VON MALTITZ, CEO of 1Stream.

For years, IT and business have heard the sexy promise of “IP convergence,” which would allow all sorts of voice- and video-enabled applications to appear in business. However, for most organizations, ...

While it’s still the early days, voice AI is one area where artificial intelligence promises cost savings and service improvements. Deepgram is a decade-old company that quickly saw AI’s potential in ...