In July of 2013 Toby Shapshak, the South African speaker, strategist and editor of Stuff Magazine, did a TED talk called You Don’t Need An App For That. Business leaders, innovators and experience designers would soon realize how profound this TED talk was to the rest of the world. Shapshak’s astute observations and message to […]
The city of Evanston, Ill. has worked with OneReach to provide residents with the ability to check the health inspection scores of local restaurants over text.
Automation was created to make your life easier, not harder. ATMs, IVRs, even vending machines exist for the purpose of enabling self-service – getting what you need for yourself easily without needing another person to help you. Unfortunately, automation sometimes frustrates customers instead of helping them. Just look at your typical IVR, where pressing the […]
Raise your hand if you hate phone-trees. Yep, my hand is up too. But what if you didn’t have to interrupt your day to glue your phone to your ear, listening to the same monotonous options play while you put your day on hold. What I’m about to tell you next may seem shocking, but […]
With technological advances flooding the market everyday, interactive voice response (IVR) is looking more and more like a thing of the past. Modern speech technology dates as far back as the 1930s, but IVRs didn’t really come into their own until the late ‘90s. In theory, customers would be empowered to solve their own problems […]