DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers

Apr 30, 2015

DigitalGov University has added podcasts to our suite of offerings on DigitalGov, featuring interviews and discussions with leaders in the DigitalGov community.

For the first edition, we talked to Diane Devera, “Voice of the IVR” for the Contact Center. In this 10 minute discussion with Jacob Parcell, Manager of Mobile Programs, Devera discusses several considerations about interactive voice response (IVR) for federal contact centers, including:

  • Why are IVRs important for government contact centers?
  • What are current trends for IVRs?
  • What does the 1-844-USA-GOV1 team have in store for the future of its IVR?

To listen to the podcast offline, download the mp3 file.