For years, the South African contact centre industry has been building the foundations of digital customer service, writes Bruce von Maltitz, CEO of 1Stream. While the traditional automated systems ...

Communication is a world in constant changes. Some readers may remember a time when phone calls were the main tool that everyone used in order to get in touch with companies. These days, we have ...

In today’s fast-paced business environment, managing incoming calls efficiently can make the difference between delighted customers and lost opportunities. That’s where interactive voice response (IVR ...

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 ...

Traditional Interactive Voice Response (IVR) systems were built to reduce call volume but instead, they trained customers to expect frustration. Advances in voice AI now make it possible to handle ...

There are benefits to technology, no doubt. Instant coffee, digital music, keyless entry, cell phones...the list goes on. However, automation has had one particularly annoying side effect: the ...

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 ...