How IVR Supports Contact Centers

​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 USA.gov 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 governmen...