Ongoing study


Use of Interactive Voice Response (IVR) in 2018

Study objectives

The main objective of this study is to check the use and effectiveness of interactive voice response (IVR) for handling calls and transactions in 2018. We will also identify the different measures used to justify this tool’s performance. Finally, we will poll managers on their intentions regarding the evolution of IVR. Our aim is to share the practices that optimize this self-service tool, which is in competition with other tools gaining popularity on the market.


  • Volumetrics
  • Call processing in IVR
  • Applications / strategy
  • Indicators / strategy
  • Transformation

You have until Septembre 7, 2018 to complete the survey.

Otherwise, you can click here to download the English version of the questionnaire and send it to us.

About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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Phone: (514) 931-0663
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