How to Reap the Benefits of Speech-Enabled IVR

Interactive voice response (IVR) systems can cause a strong improvement in customer experience and contact center operating costs like few other customer-care technologies can. Speech-enabled IVRs have the ability to pick up where their dual-tone or touch-tone multifrequency counterparts leave off. But this doesn't necessarily make it an all-purpose cure-all. Rather, when speech technologies come into play, the design of the system is that much more important. Voice user interface design is a top obstacle to higher rates of satisfaction.

Designing a speech-enabled IVR can be complicated. The following are seven proven strategies to aid in the transition to speech-recognition IVR technology. [click heading for more]