If your contact center is still feeling like it’s stuck in 2019, this new series of Always On CX:EX is specifically for you. Host Jon Zoltie walks through the move from traditional DTMF “press one for sales, press two for support” IVR to IVA and conversational AI with Levent Gunsuren.

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They decode IVR, IVA, and conversational AI, explore why enterprises finally abandon hardcoded keypad navigation, and share real examples where one-to-one IVR replication hid abandoned calls and pain points. Jon and Levent talk through customer frustration, expectations, and the impact on satisfaction, brand loyalty, and even agent experience when callers land in the wrong place.

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The conversation then follows a step-by-step journey: starting simple, combining IVR and IVA, using reporting and analytics to see what customers actually say, and moving toward CRM integration, password resets, invoice questions, and AI summaries that help agents greet callers with the right information already on screen.

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📌 What We Cover

• Breaking down IVR, IVA, DTMF and conversational AI, and how “press one, press two” differs from speech-based routing.
• Why customer frustration with long menus, repeated information and getting stuck in trees pushes enterprises to move on from traditional IVR.
• How one-to-one IVR migration to a new system exposed that around 60% of calls were missed or abandoned – and how that was reduced to about 10%.
• The problem with “it was working, so don’t touch it” and why migration is a chance to see new opportunities in analytics and reporting.
• Starting simple and easy: combining IVR with IVA, asking open questions like “can you describe your problem?” and building step by step.
• Using voice-to-text, full questions and keywords to understand why people are calling, find pain points, and enhance customer and agent journeys.
• Fear of unexpected bot behavior, losing control, and how the right design and testing keep conversational AI intuitive and customer friendly.
• Moving from routing only to CRM integration, password resets, invoice questions and AI summarization, so agents don’t repeat every question and can help faster.
• Why modern conversational AI can sound almost like real human interaction, with a safe plan that always honors “I want to talk to an agent.”

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🔗 Resources Mentioned

• Jon Zoltie – Host
• Levent Gunsuren – Product delivery manager
• Microsoft ecosystems and Microsoft Teams contact center
• IVR, IVA, and conversational AI
• CRM
• Voca CIC website

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Get Started with Voca CIC

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center