Fifteen years ago, analysts and investors frequently asked enterprises, “What’s your Internet strategy?” The unspoken corollary was, “If you don’t have one, you’d better get one fast, or you’re toast.” Today the question is, “What’s your mobile...
It's remarkable that so many companies have invested so heavily in IVR systems and so few companies have good reporting on what is actually happening in their IVRs. Sure, everyone has some IVR reporting happening, but it's typically ad-hoc, cobbled together snapshots of manually assembled data...
One type of Business Consulting project I frequently participate in is called an IVR Optimization. During these engagements, we do our best to identify barriers to an application's success...however that may be defined. Our research includes: interviews with company stakeholders reviewing system...
