{
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    "type" : "single",
    "title" : "DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers |Digital.gov",
    "description": "DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers/index.json","item" : [
    {"title" :"DigitalGov\u0026#8217;s Inaugural Podcast: How IVR Supports Contact Centers","summary" : "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.","date" : "2015-04-30T01:35:34-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : {
        
            "contact-centers" : "Contact centers",
            "multimedia" : "Multimedia",
            "podcast" : "Podcast",
            "product-and-project-management" : "Product and project management"
            },"primary_image" : { "uid" : "orig-dg-podcast-logo-mei-suseno-istock-getty-images-1148452254", "alt" :
  "A two-tone podcast microphone icon in the original DigitalGov colors, teal and a salmon pink, is above the horizontal DigitalGov logo.", "width" :
  "1200", "height" :
  "630", "credit" :
  "", "caption" :
  "Mei Suseno, iStock, Getty Images", "format" :
  "png" },"branch" : "bc-archive-content-3",
      "filename" :"2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md",
      
      "filepath" :"news/2015/04/2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md","slug" : "digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers/","content" :"\u003cp\u003e\u003ca href=\"https://digital.gov/digitalgov-university/\"\u003eDigitalGov University\u003c/a\u003e has added podcasts to our suite of offerings on DigitalGov, featuring interviews and discussions with leaders in the DigitalGov community.\u003c/p\u003e\n\u003cp\u003eFor the first edition, we talked to Diane Devera, “Voice of the IVR” for the \u003ca href=\"http://www.usa.gov/phone.shtml\"\u003eUSA.gov Contact Center\u003c/a\u003e. 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:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhy are IVRs important for government contact centers?\u003c/li\u003e\n\u003cli\u003eWhat are current trends for IVRs?\u003c/li\u003e\n\u003cli\u003eWhat does the 1-844-USA-GOV1 team have in store for the future of its IVR?\u003c/li\u003e\n\u003c/ul\u003e\n\u003c!--[if lt IE 9]\u003e\u003c![endif]--\u003e\u003caudio class=\"wp-audio-shortcode\" id=\"audio-268992-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"\u003e\u003csource type=\"audio/mpeg\" src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/Voice-of-IVR-Podcast.mp3?_=1\" /\u003e\u003chttps://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/Voice-of-IVR-Podcast.mp3\u003e\u003c/audio\u003e \n\u003cp\u003eTo listen to the podcast offline, \u003ca href=\"https://drive.google.com/file/d/0B_S79lXdhuh0c2kzWjBaY0xWUE0/view?usp=sharing\" title=\"download the mp3 file\"\u003edownload the mp3 file\u003c/a\u003e.\u003c/p\u003e\n"}
  ]
}