ivr in news
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Could Second Life kill off the call centre?
News As Claus Nehmzow, member of PA Consulting's management team points out: "The waiting period can be so much more entertaining than with an IVR system". Web 2.0 is still the hottest buzzword in tech circles, with every big brand worth its salt... [10 Apr 2007]
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 having the same customer query... [17 Feb 2005]
London taxis united by One Number software
News The next stage might be for interactive voice response (IVR) systems, cutting down on the need for lots of call centre agents, said Gibson. Users of black cabs in London are from today able to call a single number to get picked up. [06 May 2004]
Press '1' for the success of LloydsTSB IVR system
News LloydsTSB is finding that when it comes to banking, customers like talking to robots rather than humans, with the bank today announcing it has handled over 70 million calls with interactive voice response technology (IVR). [25 Nov 2003]
Consumers still prefer the phone
News Sixty per cent of customers still prefer using the phone and some companies have imposed interactive voice response (IVR) and web-based systems too hastily on customers, the research found. Call centres and telephone conversations are the most... [10 Jun 2003]
BT allows speaking with Eckoh
News BT is funding the alliance, which Eckoh - also known for its IVR (interactive voice response) systems - is hoping will mean new opportunities. BT has signed a two-year deal to use speech recognition technology from Eckoh Technologies. [18 Nov 2002]
BT cuts call centre posts
News Interactive voice response (IVR) and web-based systems are taking up the slack. BT is to lose 1,000 call centre staff as part of its drive to consolidate around 150 facilities across the UK. The cuts, to be made by BT Group but mainly affecting the... [15 Feb 2002]
E-CRM provider boosts service with CTI investment
News Avaya's Interactive Voice Response (IVR) technology will enable Dataforce to give its corporate customers assistance that is a mix of self-service and agent-attended services. Dataforce said that the investment will enable a ten-fold increase to... [16 Feb 2001]
Call centres only annoy one in four
News He said: "Companies are just building call centres with interactive voice response (IVR) capabilities and leaving it as the only choice. According to research from Vanson Bourne, 26 per cent of consumers polled are frustrated by the fact that when... [26 Oct 2000]
Oracle and Cisco partner for VoIP
News The venture will also feature an interactive voice response (IVR) provided by Cisco. Cisco and Oracle are developing integrated call centre technology for voice-over-internet protocol (VoIP) interaction. [12 Jul 2000]
Three in five users unhappy with call centre service
News But the answer isn't increased use of IT because the research also found that 29 per cent don't like using the Interactive Voice Routing (IVR) technology that is typically used to reduce build up of calls to the centre. [08 Dec 1999]
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News A CallNet spokesman said that if the UK's major ISPs drop their support call costs, CallNet 0800 will likely follow, but stressed initial set-up (0800 058 0800) is through a real person as opposed to IVR (Interactive Voice Response) , and a lot of... [25 Oct 1999]
Call centre cuts costs by scrapping outsourcing venture
News To improve our margins we used IVR to automate both information calls and complete bookings, so you can actually book tickets right through the IVR system. A major UK sports venue terminated a call centre outsourcing contract after finding it could... [27 Aug 1999]
Northern Ireland Electricity expands call centre
News It will hire an additional 30 agents and make improvements on its interactive voice response (IVR) system. During busy periods, the IVR system will identify where a customer is calling from and direct the call to an automated messaging system. [05 Aug 1999]
Lucent and Unisys encourage developers to get talkative
News The aim is to tap the interactive voice response (IVR) and telephony markets, prompting developers to replace push button instructions with intelligent, voice activated applications. Lucent Technologies and Unisys are to integrate their speech... [01 Dec 1998]
