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IVR: the Endangered Species
White Paper Open, standards-based VoiceXML architectures are replacing proprietary IVR systems. IVR is synonymous with automated DTMF-based services that run on dedicated proprietary systems. The... [06 Aug 2007]
Convergence cuts costs at Guy's and St Thomas' hospital
Case Study Patients now have one number to dial for the hospital and are first met by an interactive voice response (IVR) system that deals with nine out of 10 calls. Lawrence said the IVR system has proved very... [18 Jul 2006]
Call centres replacing humans with robotic voices
News The report found that contact centres' biggest cost remains staffing and also revealed that the cost of contact per channel means that self-service interactive voice response (IVR) is five times as cost-effective as... [17 Feb 2005]
