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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...