Whether you are contemplating outsourcing your IVR offering, or already have done so but find it a challenge to manage, ensuring success is not a point and “make it happen” exercise. In my current role, I have the pleasure of observing many different organizations’ deployments of outsourced speech enabled IVRs (hereafter, IVR.) Having been on the delivery side for ten years, it has been very enlightening to be on the customer side. Most often, we see the classic command and control relationship between customers and their infrastructure partners (vendors) where the customer provides requirements in the form of what, when and where.  Sometimes customer issue … …more