In part one of this two-part article, we discussed the recent re-evolution and technological improvements of speech interactive voice response (IVR) technology as well as a number of the ways that ...

Members of Pew Research Center’s American Trends Panel (ATP) complete all surveys online. Our goal was to determine whether adding the option to complete surveys through inbound interactive voice ...

No matter how many or how few channels a merchant utilizes, telephone contact serves as a lifeline for enabling customers to reach the brand, whether pre-, during, or post-sale. While essential to a ...