I like to say that human beings are the exception handlers for all automated workflows. But, as those of us who endure automated customer service know only too well, human exception handlers are ...

The best IVR systems enable businesses to manage inbound calls at scale, and empower customers to answer questions on their own. From simple phone menus to next-gen conversational IVR, this list ...

IVR is one of the most elegant tools businesses have to manage calls. Learn the basics and how it can help you serve customers better. Interactive Voice Response (IVR) systems are invaluable, creating ...

Recently, in the midst of step three of my health-insurance company’s automated customer service system to get my call directed to the correct department, I got sassed. “I’m sorry, you seem to have ...

Tektronix Communications has introduced Zoey, an Interactive Voice Response (IVR) system that allows VoIP, wireless and analog phone users to test and diagnose the quality of their service at any time ...

Introduction: Only 63% of the US population aged 50–75 years is adherent with recommended colorectal cancer (CRC) screening guidelines. Efforts are needed to increase screening for CRC. Methods: We ...

One method to improve survey representation of the non-internet and less literate population is to allow people to take surveys offline. In March, we fielded a study to test the feasibility and effect ...

This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author. The new service uses smart technology to recognise the reason for the ...