Interactive Voice Response (IVR) has made such strides in improving the customer experience in recent years that many consumers are forced to pause and wonder if that could really be a computer on the other end of the line. It’s so intuitive that it can be hard to believe there’s nobody sitting there pushing the buttons on the other end. Enterprises are aware of how easy it is for a customer to get the experience they want; a competitor is always ready to pick up the slack and outperform your … [Read more...]