Why IVRs are historically under-deployed

There are so many aspects to IVR that people don’t know about. Most people who use IVR don’t have a strategy. Let’s assume that they do however. If they have a strategy, they often don’t have the right metrics or the right plan. And they usually have a tough time measuring performance.
If they do the [...]

Where we stand on voice/speech recognition and contact automation.

We’re bullish on voice and any technologies that will help customers self serve more effectively. We’re very persistent on matching the right technology for the application. However, we like to say that applications are like snow-flakes. Each one is different and has unique requirements. We’ve adjusted our model so that we can offer the best [...]

More and more BPOs see the value in outsourcing their IVR applications

There are tough problems facing BPOs today that can be solved. Off-shoring is not working out. Contact centers are back in North America but costs are going up while quality is declining. This is usually counterproductive to the BPO’s customer’s mission. So now automation is thrust to the forefront to help make their programs profitable. [...]