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IVR Featured Articles

Qatar Airways Using Self Service IVR to Improve the Customer Experience
An easy ticket booking option for fliers now has gotten even easier with Qatar Airways, which has launched an easy payment option for its customers: an IVR payment gateway.

Orlando Utilities Commission, Customers Both Benefit from Unify IVR Tech
With its selection of Unify offerings, the Orlando Utilities Commission has been able to save money and improve customer service.

Does Visual IVR Have the Potential to Change Customer Experiences?
The current operation of the IVR system doesn't seem to extend better customer experience and satisfaction.

Cloud-based Speech Self-Service IVR Solution Released
In this digital age, consumers seek to have an omni-channel, smart interactive voice response (IVR) experience that can seamlessly connect through the Web, voice, mobile, and social media touch-points.

SpeechStorm Releases 'Jackson' Speech-enabled IVR Application
Today IVR is the most widely implemented system after the switch or Automatic Call Distributor (ACD) used for call center technology worldwide.

Aspect Software Recognized as a Star Performer
Speech Technology Magazine recently recognized Aspect Software as a Star Performer, for advances in analytics and multichannel support.

IVR Solutions Provider Announces Multilingual Administration
For many contact centers that rely heavily on self-service components such as interactive voice response (IVR), one language simply isn't enough.

Visual IVR - A Migration Path to Mobile Self-Services
The business world is watching as telephony is being subsumed by UC, and premise-based communications are being replaced by cloud-based services to support multimodal mobile devices for BYOD for both consumers and business users.

Nuance Communications Announces Dragon NaturallySpeaking 13
Nuance Communications, Inc., a premier provider of voice and language solutions for businesses and consumers around the world, recently unveiled Dragon NaturallySpeaking 13.

RevSpring Announces New Payment Platform, Including IVR
RevSpring has announced 'emerge' as its new Web-based communication and payments platform.

IVR Utilized by U.K. Council to Handle Tour de France Call Boost
To manage communications during the recent Tour de France in the U.K., the North Yorkshire County Council partnered with Azzurri, a cloud and managed communication service provider.

Tech, Apps, VoIP All Seen as Market Drivers for Speech Technology
Predicted growth in the speech technology market is coming from new technology, applications and Voice over Internet Protocol (VoIP), according to a new report.

Today's IVR: Easily Configurable, Customer-Friendly, Self-Healing
Once upon a time, the IVR was a box in the IT room that only tech workers were able to cope with, and as a result, it was an inflexible process that was difficult to make changes to.

What You Don't Know About Self-Service Could Hurt You
There are some new interesting findings from a survey on the customer service delivery gap, which has offered a better view on what companies think they know versus the truth.

Muscogee Nation Saves Big with IVR for Healthcare System
The Muscogee Creek Nation's healthcare system had a problem: Too many voicemail prescription medication requests. Interactive voice response came to the rescue.

OnMobile Inks Deal with Robi Axiata for RBT and IVR Solutions
OnMobile Global, a provider of Value Added Products and Services for mobile, landline and media service providers, has signed an agreement with the Robi Axiata, a joint venture company between Axiata Group Berhad of Malaysia and NTT DoCoMo Inc. of Japan.

OnMobile and Robi Sign New Ring-Back Deal
OnMobile Global has signed a new deal with Bangladeshi mobile operator Robi to deploy new ring-back tones and interactive voice response solutions to users in the country.

NeoSpeech's UK English Male Text-to-Speech Voice Released
NeoSpeech, a major provider of text-to-speech and speech-enabled solutions, recently expanded its voice portfolio by introducing a new UK English language text-to-speech voice to its suite of voice products.

Businesses Innovate with Novel IVR Solutions
Advances in IVR technology may be changing the public's collective attitude about these systems Some businesses are moving forward and using IVR to benefit their operations.

GM Voices Becomes Genesys Partner
GM Voices, which is believed to be the largest producer of professionally-recorded voice files for tech applications, has become a partner in the Genesys Partner Network.

Five Mistakes to Avoid with Interactive Voice Response
While IVR has advanced, the devil still is in the details when it comes to setting it up properly.

Fixing Mistakes Most Businesses Make with IVR Payment Systems
Shopping and financial transactions are increasingly moving away from face to face interactions, and both online payment gateways and interactive voice response (IVR) systems are now the way that most people exchange money.

Interactive Voice Response Offers More than You Think
When most of us think about interactive voice response (IVR), we imagine a computerized voice that routes us to the appropriate department or person within the company we are calling.

Five Ways to Choose the Right Interactive Voice Response System
IVR delivers a professional image for businesses of any size, it cuts down on missed or misdirected calls, and it drives efficiency and customer satisfaction when designed right.

A Patent-Pending Application Programming Interface, SpeechOne API Launched
SpeechTrans Inc., a major provider of advanced translation technology, recently introduced its patent-pending application programming interface: SpeechOne API.

Beyond Verbal Communications Tackles Human Emotion Analysis
Emotions analytics software developer Beyond Verbal Communications is trying to analyze human emotion in the same way that many analytics programs already analyze data.

Real-Time Speech Analytics to Improve QA in Call Centers
Today's call centers have multiple options when it comes to providing customer service, and each subsequent technology improves the efficiency of the center and the agents working in the facility.

MetroPCS Taps Amdocs Enterprise Payment Processing Solution
MetroPCS, a flagship brand of T-Mobile US, has deployed the Amdocs Enterprise Payment Processing solution, as part of a strategic multi-year agreement.

New Report Highlights Effectiveness of Updated IVR Solutions
It's a popular notion that most customers hate IVR (interactive voice response), because they actually do not serve any purpose and instead take callers through a series of steps and music.

SpeechStorm Partners with GM Voices to Enhance IVR and Mobile Solutions
SpeechStorm, a company in mobile and voice customer service, has signed a partnership with GM Voices, a producer of professionally recorded voice prompts for automated technologies.

Microsoft Introduces Real-Time Language Translator via Skype
International communication will take a leap forward when Microsoft unveils a real-time language conversion translation tool via Skype later this year.

IVR Can Be a Huge Help, But Use it Wisely
Throughout the marketing world, professionals are advising companies to develop and deliver personalized experiences for all customers. But, do you find it weird if the Interactive Voice Response acts like it knows you?

Comings & Goings: SmartAction Hires New Senior Vice President of Sales
SmartAction, a provider of artificial intelligence voice self-service, recently appointed industry expert Steve Prodger as its new senior vice president of sales.

Aculab Cloud Upgrades Text-to-Speech
Automated calls are an excellent way for businesses of all sizes to manage human resources, directing operators in call centers to prioritize on detailed calls while allowing more routine informational calls to be handled by a machine. Of course, today's machines can do much more than simply replay a pre-recorded voice, with groups like Aculab offering state-of-the-art text-to-speech (TTS) programs capable of delivering almost any piece of information. Acculab has recently announced expanded TTS capabilities by including a third TTS engine powered by IVONA Software.

Intuitive IVR is the Key to Success
Interactive voice response (IVR) systems have come a long way since the 1980s and 1990s when computerized phone systems often left customers feeling more isolated and confused than when they called in the first place.

Using IVR at Your Call Center? Make Sure It Succeeds
Interactive voice response, or IVR, can be a timesaver for customers in a hurry and a money-saver for call centers watching every dollar. But unless it's carefully calibrated and monitored, it can also turn into a system that frustrates rather than helps customers.

The Voice You Reach Deserves Your Respect
Since customers are at the heart of every successful business, maintaining and growing a customer base is vital, as is managing the interaction with it.

Spoken Communications Introduces New Spoken Smart IVR for 411
Spoken Communications, provider of the leading cloud platform for contact center outsourcers, has introduced new Spoken Smart IVR for 411, an Interactive Voice Response (IVR) system tailored to the needs of the directory assistance market.

Department of Veterans Affairs Extends Authentidate's Contract
Authentidate Holdings, a provider of Web-based software applications and telehealth products and services for healthcare organizations, announced the company's contract with the VA has been extended.

Nextech, Nuance Team up on EMR iPad Application
Nextech, a provider of healthcare technology solutions that helps enhance physician practices, has collaborated with Nuance to introduce advanced dictation functionalities in its EMR iPad application to improve patient engagement and workflow. Nextech specializes in delivering specialty-specific electronic medical record (EMR) and practice management solutions.

Enghouse Interactive Intros Communications Center 8.0
Enghouse Interactive has just released version 8.0 of Enghouse Interactive Communications Center (EICC), which leverages a minimalist agent interface, called TouchPoint.

'Seeing' is Believing: IVR on Smartphones is a Bold Leap Forward
As anyone who has tried to navigate an IVR (Interactive Voice Response) system can attest, it can be an exercise in frustration as you try over and over again to listen to the recording and try to make an intelligent selection. That's why a new idea in IVR - visual menus on a smartphone - is starting to gain a lot of traction.

NeoSpeech Announces Release of New US English Language Text-to-Speech Voice
NeoSpeech, a major provider of text-to-speech and speech-enabled solutions recently expanded its voice portfolio by introducing a new, world-class US English language text-to-speech voice, called Ashley.

Service Communications Company SOH Taps IVR Expert for Advice
It's official. Customers generally don't like interactive voice response (IVR) solutions. In fact, they are a major source of customer frustration. And frustrating customers isn't supposed to be what customer service is about, is it?

Oman's BankDhofar Intros New Services at Its Call Center Using Latest IVR Technologies
BankDhofar, an Oman-based bank that puts an emphasis on offering personalized services to its customers, has introduced new features to itspreviously implemented Interactive Voice Response (IVR) service

City National Bank Selects Easy Solutions
City National Bank, the fifth-largest Florida-based financial institution with more than $4.9 billion in assets, has selected Easy Solutions to protect its clients throughout every stage of the fraud lifecycle.

Does Your IVR Communicate Like Siri?
If you want great speech recognition, there are a variety of options on the market. Apple wants to corner it with its latest purchase of British speech recognition specialist Novauris Technologies.

SpeechStorm Wins Three Major Contracts
Personalized service is gaining momentum in the industry as the best way to serve the customer. So, companies that provide voice-based customer service are witnessing a boom in their business.

Fortemedia's SAMSoft iS700 Voice Processing Solution is Ideal for PC Form Factors
Sunnyvale, California-based voice processing technology specialist Fortemedia Inc. has announced the availability of next-generation voice processing solution, SAMSoft iS700, which is targeted at all PC form factors.

Fortemedia's SAMSoft iS700 Voice Processing Solution is Ideal for PC Form Factors
Sunnyvale, California-based voice processing technology specialist Fortemedia Inc. has announced the availability of next-generation voice processing solution, SAMSoft iS700.

Emirates ID's Call Center Offers Urdu Option to its Customers
The Emirates Identity Authority's Asian customers can more easily communicate with the call center following the addition of Urdu to the company's interactive voice response (IVR) system.

Interactive Phone Messages Promote Cancer Screening
A study published online by the CDC's Preventing Chronic Disease explores how low-income Latina patients consider interactive voice response (IVR) messages as an acceptable strategy to promote cancer screening.

Spam Calling Has More Costs than Just the Phone Call
The idea of a spam call happening during work hours is infuriating. Spam calls have costs, and a new report makes clear how spam calls have costs for all involved.

IVR Self-Service May be Cheaper, More Effective Than Thought
A recent study showed that IVR systems cost as little as one sixth as much as a call agent, and that IVR menus are very well suited to fit the needs for callers using mobile devices.

OneReach Introduces New SMS Customer Service Solution
OneReach is enabling companies to directly convert incoming calls to text conversations by introducing a new customer service offering called SMS Call Center.

OneReach Announces SMS Call Center Service
More people are relying on their mobile phones, with many people doing away with land lines completely. A Pew Research survey found that 31 percent of mobile phone users preferred using SMS messages rather than talking.

Sharjah Islamic Bank Chooses Servion to Provide CIM Solution
Sharjah Islamic Bank (SIB) has announced that it had selected Servion to customize a customer interaction management solution in an effort to improve its customers' experience.

Frost & Sullivan Bestows Leadership Award
A Customer Value Leadership Award for Best Practices Research on hosted interactive voice response (IVR) solutions has been bestowed by Frost & Sullivan.

Centurion's IVR Enhances Customer Experience at Nicor
By integrating with the Avaya Experience Portal at Nicor Gas, it is expected to help the utility to automate and centrally manage multimedia self service and integrated voice response (IVR) applications.

Call Centers Handling Obamacare Enrollment Winding Down
The healthcare initiative, which relied heavily on call centers to provide consumers with valuable information about Obamacare, is winding down, and many of the centers are shutting down or severely cutting their workforce.

Mobile Visual IVR Gives Customers More Control
New visual IVR has the potential to introduce more options by using smart mobile devices and computers by integrating mobile apps along with the features available on smartphones.

Telerus Acquired by Securus Technologies
It was announced this week that Securus Technologies, Inc. has acquired Telerus, the premier provider of sophisticated automated interactive voice response systems to the corrections sector throughout the United States.

For Call Center Success, Listen to Your Clients
For all the talking everyone does in the call center industry about keeping clients happy, it seems far fewer actually take the time to listen to what the customers are saying. For many businesses, this can be a fatal mistake, because an unhappy customer can quickly become an EX-customer.

Call Her Cortana: Microsoft's Answer to Siri Set to Hit Windows Phone 8.1
Microsoft has been working on its own answer to Siri for some time now, even naming it after one of the biggest elements of one of its biggest video game franchises: Cortana from the "Halo" series.

Breeze: A New App Helps Users Bypass Painful Voice Response Steps
A Bangalore-based team of software developers has designed Breeze, an Android-based app that will let users browse for IVR options on their smartphones and directly dial the selection.

Radish Systems ChoiceView Now on Tropo
Radish Systems recently announced that its ChoiceView True Visual Interactive Voice Response is now available on the Tropo communications platform.

IVR is a Tool: Make Sure You Use it Correctly
Do your customers hate your IVR? Is it a frequent source of complaint? Are too many customers getting “lost” in your menu tree or zeroing out to an operator before they’ve input their account numbers? If you experience these problems, you may think it’s the fault of the IVR technology itself. This is usually an erroneous assumption.

Veracity Logic Expands Support Network in Several Asian Countries
Veracity Logic, a provider of interactive Web and voice technology solutions (IVR/IWR) for clinical trial management, has expanded its support network in several Asian countries, the company has reported.

Interactive Voice Response Solution to Support HomeStreet Bank's Needs
With the help of acustomizable, intuitive IVR solution, HomeStreet Bank will be able to achieve compliance with the latest mortgage servicing regulations.

Mine Customer Data and Info with Speech Analytics
Customer conversations (if analyzed properly) are veritable gold mines that provide valuable insights - but, do the traditional methods of analysis allow that to happen? Not really.

EuroQol Group Approves ERT's VIAPhone
ERT said that its Interactive Voice Response (IVR) system, VIAPhone has been approved by EuroQol to capture both the EQ-5D-3L and the EQ-5D-5L versions of the quality-of-life assessment.

Survey & Ballot Systems Unveils Phone Voting and Interactive Voice Response Services
Survey & Ballot Systems (SBS), a provider of election services and secure Internet voting systems, has added phone voting and interactive voice response (IVR) systems for its DirectVotePlus line of election services.

Enghouse Debuts New Version of Contact Center Service Provider
Enghouse Interactive, a Phoenix-based developer of unified communications and call center solutions, recently announced the release of version 6.1.2 of its Contact Center Service Provider.

Jtel and ICCC Partner for Next-Generation Contact Center Functionality in Nordic Countries
In an effort to prepare themselves to deliver the best possible omnichannel customer support for customers, many companies are turning to 21st century versions of the traditional ACD and IVR.

Smartphone Users Want the Best of Both Worlds with Voice-to-Text Messaging
Given a choice between the personal touch of voicemail and the convenience of text messaging, smartphone users say they really want both in the form of a voice-to-text messaging system, according to a recent survey.

3iLogic-Designs Unveils Thin Form Factor Embedded Speech Recognition IP Core
3iLogic-Designs, a provider of speech recognition technology, has unveiled SimSim, an embedded speech recognition IP core that enables voice-activated user interfaces in a wide range of consumer devices.

Credit Card Companies: Pay Heed to 'Multichannelism', Recognize Customer Intent
Results of a survey released by [24]/7 showed that fifty percent of survey respondents began their interactions only with a phone call, before moving on to other channels for help.

Total Contact Solutions Sells VOISYS Brand to Digital Marketing Networks
Total Contact Solutions announced that Digital Marketing Networks has acquired the VOISYS brand, an Internet leads and loan-by-phone business of Total Contact Solutions.

Corinthian Colleges Automates Student Tuition Payments
Online post-secondary education company Corinthian Colleges Inc., announced this week that it has implemented an automated payment processing system that allows its students to pay their tuition via phone and an IVR system.

Vocantas' Scaller Solution Integrates Jacada Platform for Visual IVR Capabilities
Featuring advanced computer telephony and speech recognition technology, Scaller makes the ideal solution for educational institutions committed to standing by the students in their times of need and keen on improving student retention.

Mindshare's Comment Poster Says - We Hear You, We're Listening
Mindshare's Comment Poster encourages customers to post comments about their experience, about the services and what in their opinion could be done to improve customer journeys and their aftermath.

Dialect and Accent Are Barriers to IVR Success
No technology in and of itself is bad or evil, but a poorly designed IVR, or the speech recognition technology that underpins it, can be a customer relationship nightmare.

Zappix Solutions Selected by Merchant Warehouse
Zappix, a company that provides cloud-based multichannel cross-OS mobile customer support solutions, recently announced that its Visual IVR and Self-Service mobile app solutions have been selected by Merchant Warehouse.

Rubidium Hits the Jackpot in Embedded Voice Technology
Rubidium has been innovating speech processing solutions for embedded applications with low cost, low footprint, low power, multilingual, market-driven, voice-user interface solutions that are highly flexible.

Cenlar FSB Mortgage Loan Company Embraces IVR Solutions and CTI Platforms
Cenlar FSB, a leading mortgage loan servicing provider in the New Jersey area, has recently revamped the way their calling center works by implementing several new telephony features.

Intel to Improve the Speech-Enabled Personal Assistant by Taking It Out of the Cloud
Customer support centers make some of the broadest uses of speech technology, but the true Holy Grail - natural language processing, or enabling a computer to recognize conversational human speech - has stalled.

See and Say: Text-to-Speech Technology Takes Big Leap Forward
Recognizing the rising prevalence of speech technologies, and looking to boost business and raise awareness, Wizzard Speech, a provider of high-quality and cost-effective text-to-speech technologies, has announced new pricing for the New Year.

USAid Recognizes the Open Institute for Mobile IVR Application
USAid's Regional Development Mission for Asia recently gave its top award to an application developed by the Open Institute that can reach out to voters who live in the remotest parts of Cambodia.

TemPositions Selects Pronexus VBVoice 8 to Develop an Advanced IVR System
Pronexus recently announced that its VBVoice 8 has been selected by TemPositions Group of Companies for developing an advanced IVR system for the company's service staffing agency.

Call Centers Get Smarter with IntelliGreeter
Call centers and other communications-based businesses have enough to deal with in addition to the myriad number of calls they get each day. So a new offering from Intelliverse Telecom might be a welcome addition.

Omanye Money Adds IVR and Text Options for Subscribers in Ghana
Global personal and corporate payment accounts solutions provider Omanye Money has announced it is now offering residents in Ghana the ability to transfer funds from their mobile phones to their Airtel Money wallets.

Collections Firms Should Take Another Look at Today's IVR Technology
For some companies these days, success has come from improving some more traditional channels, like the tried-and-true interactive voice response (IVR) solution. Today's IVRs are not like the IVRs of 10 or 20 years ago.

HSBC Innovates Call Center System with Advanced IVR Technology
HSBC Bank Egypt, a leading international bank in that country, has upgraded its call center system with advanced Interactive Voice Response (IVR) technology from HSBC Group.

Customers Are Engaging with Speech-enabled Personal Assistants
It's conventional wisdom that few people like talking to a machine. The fact that it's a staple of comedic movies - a character becoming more desperate as the machine ignores or misunderstands their voice input - shows us how little consumers like the previous generation of voice interaction solutions.

IVR Has Massive Potential for Mobile Customer Interaction
Because mobile technology is becoming so much more popular, businesses are realizing the value of integrating Interactive Voice Response (IVR) to increase customer convenience, and reduce their own overhead costs.

IVR Systems, an Effective Tool for Businesses if Used Correctly
A tool that can be extremely beneficial for businesses (for marketing, sales and support) is the interactive voice response (IVR) system, a fairly new phone technology that allows companies to cut costs by using pre-recorded voice automated phone systems in place of live operators to retrieve and/or provide information or else give responses to queries; the IVR option can "offload" call volume from agents, as per Gartner's explanation of IVR on its glossary webpage.

Cognia's Voice Search to Help Banks Achieve Higher Degree of Compliance
Banks and other financial institutions all over the world are under constant pressure from regulators such as Dodd-Frank-enforcers, the CFTC and SEC, and the UK's FCA, to improve the effectiveness of their financial compliance. Unavailability of voice based search is often quoted as a stumbling block for achieving a higher level of compliance.

Wheelings & Dealings: SinglePoint Partners with Prescott-Clearwater Technologies
SinglePoint, Inc., a state-of-the-art mobile technology and full-service mobile marketing company, has entered into a partnership with Prescott-Clearwater Technologies to launch a mobile ad platform.

Say What? Videogame Demonstrates Advances in Voice Recognition, Simulation Technology
Anyone who has used Siri or the Google Navigation app that comes with Android phones can attest to the improvement of voice technology. Accurately recognizing commands without needing to calibrate beforehand is a big step forward.

Radish Systems' ChoiceView True Visual IVR Compatible with Twilio Platform
Radish Systems has made its ChoiceView true visual interactive voice response (True Visual IVR) solution compatible with the Twilio platform. Radish is a specialist in customer service voice and data mobility solutions, and its ChoiceView is an enterprise solution that delivers mobility, customer service, advertising and enterprise support in a single packaged service.


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