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Imagine a person who signs up for cable TV and chooses autopay. A couple of weeks later, she calls to add HBO. The IVR greets her with a reminder that her next payment is due August 1. "Does that mean they'll automatically debit my account August 1?" she wonders. "Or did my autopay...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
08-04-2012
Filed under:
Filed under: self-service, deployment strategies, IVR investment, IVR assessment, Self Service, speech automation, IVR optimization, strategic planning, multichannel, speech recognnition, natural language
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In early 2011, Nuance predicted that within three years, our voice biometrics customers would have more than 20 million registered voiceprints. Turns out that we underestimated demand by a wide margin: One year later, our customers have already passed the 20 million mark. Voice biometrics wouldn't...
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Voice is long recognized as a viable authentication method, because just like a fingerprint or iris, voice is unique to the individual. But now a variety of factors - including the widespread acceptance of speech-enabled services and smart assistants such as Siri, the advance of smartphones and tablets...
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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 sit up and pay attention. Turkcell created a...
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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. Come 2017, they'll spend $1.08 billion. But...
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Have you seen one yet? The new iPhone 4S ? If you aren’t one of the lucky few who got theirs today, then just wait. You are in for a treat. Today marks a milestone for natural, conversational interaction between consumers and their mobile devices. Apple’s Personal Assistant Siri marks a sea...
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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...
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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...
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In my last post I talked about two important rules of thumb that we use to identify transactions that would be good candidates for speech automation self service – Following the Traffic and How Long is a Typical Call . The benefits are high. Choosing the right transactions will deliver the highest...
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Okay, you’ve done the initial analysis and determined that there is an opportunity to reduce your costs AND delight your customers by providing them additional self-service capabilities. Callers like it since they can reduce their wait time for an agent; companies like it since they can service...
