Research on "silent abandonment" shows how damaging uncertainty around patience and drop-offs can be; if silence appears at ...

Customized speech-recognition technology added to PG&E Corp.’s interactive voice response (IVR) system has helped the San Francisco-based utility pare customer support costs while improving customer ...

Businesses are moving beyond traditional IVR systems to autonomous voice AI, which handles entire conversations and resolves ...

Conversational IVR is so much more than just a programmed voice bot. When properly implemented, it can have real benefits for customer support. Conversational IVR uses natural language processing and ...

Satish Barot is the Co-founder and Chief Technology Officer at Klearcom. He leads the company’s product innovation and technical strategy. While it may not be the first thought to spring to mind, ...

For years, IT and business have heard the sexy promise of “IP convergence,” which would allow all sorts of voice- and video-enabled applications to appear in business. However, for most organizations, ...

If its performance during a demonstration last week at Microsoft Corp.’s annual Financial Analyst Meeting (FAM) is any indication, a voice-recognition feature in Windows Vista is not quite ready for ...

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 ...

Interactions provides Virtual Assistant applications that significantly improve self-service for customer care. These applications break the mold of traditional automated self-service systems, ...

Burlington Northern and Santa Fe Railway trains rush along 33,000 miles of track across 28 states and into two Canadian provinces, not unlike their 19th century forebears. But BNSF is now using 21st ...