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Comparing IVR Industry to Fashion Industry!

by Uttam Pegu on August 3, 2011

Yes, you have seen the title of this post right!, No typo mistake or any other mistake! I was wondering if IVR industry can be compared with any other industry and for some reason fashion industry came to my mind, pretty quickly before any other industry! Here are few reasons why I felt IVR industry [...]

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Overwhelming Dissatisfaction with IVR : Consumer Study

by Uttam Pegu on June 28, 2011

Interactions Corporation announced results of a study on consumer perceptions of Interactive Voice Response (IVR) Systems on 23rd June 2011. Interactions Corporation commissioned Liel Leibovitz, New York University Assistant Professor of Communications, who conducted the study on consumer satisfaction on IVR. The consumer research was completed in two parts. In the first part, 408 respondents [...]

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Why some people hate IVRS ?

by Uttam Pegu on March 24, 2009

Yes, it is true. Many people do not like using IVRS! But it is nothing to with IVR as a technology, but poorly designed IVRS. There are few websites who list top 100 worst IVRS! Also website about  IVR cheat code to speak to human agent in shortest way possible. These sites have been real [...]

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Using IVRS in Complaint Management System

by Uttam Pegu on March 20, 2009

One of the best usage of IVRS is Complaint Management. Using IVRS in complaint management is a real value addition in customer care operation. Any organization which has reasonably large number of customers should go for IVRS. Here is how one can use IVRS in complaint management:- 1. Caller call up complaint number of the [...]

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Call Flow and Customised IVRS

by Uttam Pegu on March 15, 2009

What is call flow ? Call flow is the options offered to caller by the IVR Application. When a caller calls to a IVR number, he is given various choices. After he chooses one option, he may be required to enter few more choices before he finally gets his required information.  This complete call flow, [...]

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