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

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) ...

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, ...

IVR testing is a critical part of ensuring your system performs as it should. Automated testing is ideal, as long as it is done responsibly. Companies should conduct IVR testing routinely to ensure ...

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 ...

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