Voices That Give Cable Customer Service a Face

Donohue, Steve
January 2005
Multichannel News;1/10/2005, Vol. 26 Issue 2, p20
Discusses the use of interactive voice response (IVR) systems by multisystem operators to answer customer calls. Advantages of using IVR systems; Proponents of the IVR system; Voice recognition in the next wave of IVR systems; Limits to IVR systems; Lack of enthusiasm by operators for the technical upgrades that voice recognition requires.


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