Member Bytes Call Centres 35:34 Interview

IVR Best Practices

Justin Tippett
Justin Tippett Host
CEO | ACXPA
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Nadine Power
Nadine Power Presenter
Senior Product Manager - Panviva | Upland Software
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Speaker details are current and may differ from what is shown in the video.

The IVR is the first place most customers land when they contact a business — and yet it remains one of the most neglected parts of the contact centre experience. Whether callers are navigating a traditional touch-tone menu or speaking naturally with an AI-powered system, the design decisions behind those interactions have a direct impact on customer satisfaction, agent efficiency, and the overall perception of a brand.

In this session, Nadine Power — a contact centre and CX specialist with over 25 years of experience — joins ACXPA CEO Justin Tippett to unpack what genuinely good IVR design looks like in practice. Drawing on real benchmarking data from across the Australian contact centre industry, they examine common failure points, share practical guidance on menu optimisation, and explore how AI technologies are reshaping what's possible.

Whether you're looking to reduce unnecessary IVR layers, implement natural language capabilities for the first time, or simply pressure-test your current design by walking in your customers' shoes, this Member Byte delivers actionable insights grounded in current industry data and real-world implementation experience.

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