gives several examples where companies saw a big increase in uptake of their services when IVR that is tailored to consumer needs is installed. Orange, an international telecoms provider is a good example, he says.

In South Africa, Standard Bank, on

It’s important to keep the needs and preferences of your customers in mind when using interactive voice response.

Dean Baker, Unisys’ head of telecoms business unit, global commercial industries, says the days are gone when interest in technology drove business strategy and decisions like interactive voice response and other technologies that allow people to purchase products and services without speaking to a human.

Speaking at the VoiceGenie Africa summit in South Africa, Baker said: "The challenge that companies face globally is how to provide services to clients in a simple, easy to use, accessible way." Dave Tidwell, VoiceGenie’s director of business development and channel management says when businesses consider buying an IVR platform, they tend look at how they will save money. That attitude is wrong, he says, as it does not help you meet consumer need.

"The most important ingredient when shopping for IVR is the needs of the person you’re shopping for – the end user."

Baker gives several examples where companies saw a big increase in uptake of their services when IVR that is tailored to consumer needs is installed. Orange, an international telecoms provider is a good example, he says.

In South Africa, Standard Bank, one

ove business strategy and decisions like interactive voice response and other technologies that allow people to purchase products and services without speaking to a human.

Speaking at the VoiceGenie Africa summit in South Africa, Baker said: "The challenge that companies face globally is how to provide services to clients in a simple, easy to use, accessible way." Dave Tidwell, VoiceGenie’s director of business development and channel management says when businesses consider buying an IVR platform, they tend look at how they will save money. That attitude is wrong, he says, as it does not help you meet consumer need.

"The most important ingredient when shopping for IVR is the needs of the person you’re shopping for – the end user."

Baker gives several examples where companies saw a big increase in uptake of their services when IVR that is tailored to consumer needs is installed. Orange, an international telecoms provider is a good example, he says.

In South Africa, Standard Bank, on

allenge that companies face globally is how to provide services to clients in a simple, easy to use, accessible way." Dave Tidwell, VoiceGenie’s director of business development and channel management says when businesses consider buying an IVR platform, they tend look at how they will save money. That attitude is wrong, he says, as it does not help you meet consumer need.

"The most important ingredient when shopping for IVR is the needs of the person you’re shopping for – the end user."

Baker gives several examples where companies saw a big increase in uptake of their services when IVR that is tailored to consumer needs is installed. Orange, an international telecoms provider is a good example, he says.

In South Africa, Standard Bank, on

hey tend look at how they will save money. That attitude is wrong, he says, as it does not help you meet consumer need.

"The most important ingredient when shopping for IVR is the needs of the person you’re shopping for – the end user."

Baker gives several examples where companies saw a big increase in uptake of their services when IVR that is tailored to consumer needs is installed. Orange, an international telecoms provider is a good example, he says.

In South Africa, Standard Bank, on

gives several examples where companies saw a big increase in uptake of their services when IVR that is tailored to consumer needs is installed. Orange, an international telecoms provider is a good example, he says.

In South Africa, Standard Bank, one of the four largest banks in the country says its telephone banking business went up by 71% in the eight months after it deployed an interactive voice response platform.

The company says the increased adoption of the telephone banking channel took place despite the fact the bank did not specifically advertise the availability of the new redesigned service. The growth was driven by word of mouth and good user experience, it says.