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This is the second installment of Dena Skrbina's post on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. Advancements in speech recognition have made it possible to provide an automated phone service...
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Dena Skrbina our Senior Director of Solutions Marketing wrote this great commentary on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. With 2 million ATMs conveniently positioned at airports, convenience...
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Today thousands of contact centers are saving even more money by increasing call automation and they continue to keep their customers happy. What's their secret? They have designed their automation system around their customers' needs. Overwhelmingly consumers prefer an easy to use speech interface...
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Business rule transfers; you know what they are. You have a caller coming into the IVR, making a good faith attempt to self serve, then Wham... they get told "please hold while I forward your call to ..." People building speech-enabled applications hate when that happens. Well, let me re-word...
