Monthly Archives: April 2015

Easing Customers’ IVR Journeys

                              Don’t force your IVR to do something it can’t do! Routing is an important topic that drives the success or failure of speech-enabled applications, frequently more than the apps do themselves. All IVR applications fall into one of four high-level functional groups: authentication (I am this person); information request (what’s my checking balance; where is my package?); action (change password; refill prescription); and caller intent (I need to speak with a specialist about a block stock trade; I am calling about billing questions). Many will agree that caller intent presents … …more