TITLE

Bright House Networks

AUTHOR(S)
Beasty, Colin
PUB. DATE
April 2007
SOURCE
CRM Magazine;Apr2007, Vol. 11 Issue 4, p41
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on how Bright House Network addressed low processing of its interactive voice response system. Being the eighth largest cable company in the U.S., it realized that its customer service representatives are spending too much time handling routine bill inquiries and that there is a high call transfer rates between its agents. It decided to use Aspect Software's Customer Self-Service speech solution because of its pricing and product integration.
ACCESSION #
24627014

 

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