This past week, TMC’s (News - Alert) Tracey Schelmetic crafted a unique article about how the common distaste for IVRs amongst customers is actually a misplaced aversion. She cited a survey from Interactions Corporation showing what customers really think of IVR systems, and came to the conclusion that it’s not so much the IVR systems that annoy people, it’s the people that annoy the people.
“The study, conducted by Liel Leibovitz, New York University assistant Professor of Communications, on behalf ofInteractions Corporation, found that there is “continued overwhelming dissatisfaction” with IVR systems, despite continued investment and technological growth of the IVR industry.”
In other IVR news, Ford has said that it’s modifying the voice-recognition software on its Sync and MyFord Touch systems. The company is making changes to the software as it has been receiving complaints from drivers who, reportedly, find the connectivity tools frustrating or difficult to use. Mark Fields, president for the Americas at Ford, said that the company’s internal evaluation of its quality for 2011 is mixed and that it is making changes.
Additionally, IVR Technology Group (ITG) has said that it continues to drive into the healthcare support arena via the acquisition of Lance Tech, the company known for development of sophisticated customer Web based applications. Mike Byrne, president at IVR Technology Group, believes that the company focus in healthcare will benefit from Lance Tech’s existing healthcare customer base.
Lance Tech has been developing and selling web based software solutions to their clients and now through ITG, Byrne said, adding that the Company can now offer Interactive Voice Response and SMS/Text messaging solutions to enhance these same Web-based solutions.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.