Banks, telcos and government agencies are just three examples of the organizations that are leveraging voice to streamline and enhance authentication, including on mobile devices A person's voice is one of a human being's most unique attributes, as individual as fingerprints and retinas. That...
If you’re considering an upgrade to your phone self-service, chances are you’re looking for the facts about “natural language.” It’s become one of those industry buzzwords, much like “cloud computing,” which vaguely refers to many related technologies. There’s...
Nuance's Amy Livingstone talks about how outbound customer care can improve the customer experience. And why consumer's love getting outbound notifications!
Did you know that today the cross–industry average cost of a call fully completed through self–service is $.50 or less, compared to an agent assisted transaction which averages $5.50 per call. And in many industries, the cost of an agent handled call is significantly above this level, further...
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...
Companies worldwide will spend more than $100 billion in customer care in 2009. Despite the significant investment companies are making, consumer satisfaction rates for customer care are extremely low. When it comes to self-service options by phone, a whopping 72% of consumers are not satisfied with...
I was chatting with a colleague yesterday, and he was excited about the evolution of Bluetooth devices – specifically how they could eventually become a stand-alone channel for outbound communications from companies to their customers, whispering sweet nothings like stock quotes and package delivery...
After seeing this Wall Street Journal review , I recently acquired Emily Yellin's new book, Your Call Is (Not That) Important to Us . As someone with a voice user interface design background, I'd be thrilled if anyone responsible for call center automation had a chance to read it. I haven't...
We recently received the following question through our "Ask The Experts" form: We acquired a company a few months back and plan to continue a very strong acquisition path over the next year. The challenge we have is that now we have a mix of customer account numbers with numeric and alphanumeric...
