With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

Remember the bad old days of customer self-service? Automated systems would present you with five or more different options — any one of which could lead to five or more other options. With touchtone ...

9 Reasons a Hosted IVR Beats Managing Your Own System Your email has been sent If you provide customer service over the phone, you need an IVR system. Discover why a hosted IVR can save time, cut ...

This week, we’ll continue our discussion on how advances in voice-over-IP-related protocols can improve call center operations. First, we’ll look at progress in interactive voice response (IVR) ...

Interactive voice response (IVR) systems have been helping businesses serve their customers for decades, making this a very mature market. But while IVR technology has clearly been showing its ...

In a world with chatbots and virtual assistants, the traditional IVR menu remains a reliable tool for customer support. Here's why. Interactive Voice Response (IVR) menus seem old-fashioned compared ...

Buy it or build it? When it comes to self- service applications, the answer isn’t so easy. To cut costs, companies are moving away from the call center. Instead, they’re putting the bulk of their ...

Have you ever found yourself screaming “agent” or “representative” into your phone out of sheer frustration with an automated system? You’re not alone. Our research shows that 76% of customers in the ...