TITLE

Speak Up!

AUTHOR(S)
Bailor, Coreen
PUB. DATE
December 2007
SOURCE
CRM Magazine;Dec2007, Vol. 11 Issue 12, p34
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article considers strategies that can be used in successfully managing interactive voice response (IVR) systems. Speech-enabled IVR can help enhance customer experience, as well as manage contact center operating costs. But to achieve that level, the speech application should be integrated with the call-routing application and linked to the business logic supporting the goals of customer relationship management. Speech-enabled IVR should also be tested before its actual use. INSET: Shaking the Magic 8 Ball.
ACCESSION #
27747986

 

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