February 2012 - Customer Experience Experts Blog

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For Turkcell, Voice Biometrics Makes Customer Service a Market Differentiator

It’s rare for a telecom company to play up great customer service as a major market differentiator, but that’s exactly what Turkey’s largest mobile operator did — and with results impressive enough to make its competitors and peers...

Published 02-24-2012 4:34 PM by Andrea_Mocherman

Filed under: contact center, Self Service, speech automation, voice biometrics, voice authentication, biometrics, customer service, customer care, authentication
Voice Recognition Apps Giving More of What you Need

You’ve been talking to your cell phone for years, but it’s always been to the person on the other end. Thanks to a new breed of smartphone applications – or “apps” – there’s a good chance that some of your future...

Published 02-23-2012 1:58 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, mobile phones, mobile care, call center, customer satisfaction, personalization, multichannel, mobile
Why are Companies Firing their Hosted IVR Provider?

Hosted IVR is finally gaining momentum. Upwards of 50% of new IVR implementations this year will be hosted. Even though it’s new to many, a large number of leading enterprises actually adopted hosted IVR several years back. The attraction at that...

Published 02-14-2012 4:34 PM by Andrea_Mocherman

Filed under: contact center, Self Service, hosted IVR, IVR, cloud
The Holy Grail of getting the right answer, right away

Smartphones are now the majority of mobile phones in countries such as the United States, and at the end of 2011, nearly 15% of U.S. consumers went online using a tablet, according to eMarketer . By 2014, more than one in three online consumers will use...

Published 02-09-2012 9:53 PM by Andrea_Mocherman

Filed under: customer experience, customer service, customer care, customer satisfaction, cross-channel, multichannel, cloud, mobile, prodigy, mobile search
How Hosted IVR can Drive Performance Improvements of 20%-30%

Hosted IVR is generating a ton of buzz these days because it's one of the fastest growing segments of the contact center hosting market. In North America alone, enterprises spent $606 million on hosted IVR in 2010, according to Frost & Sullivan...

Published 02-06-2012 11:52 AM by Andrea_Mocherman

Filed under: speech automation, hosted IVR, call center, guarantee program

February 2012 - Customer Experience Experts Blog

Customer Experience Experts Blog

Syndication

Recent Posts

Tags

FREE Resources

Archives

For Turkcell, Voice Biometrics Makes Customer Service a Market Differentiator

Voice Recognition Apps Giving More of What you Need

Why are Companies Firing their Hosted IVR Provider?

The Holy Grail of getting the right answer, right away

How Hosted IVR can Drive Performance Improvements of 20%-30%