In the Air Instead of on the Line

Klie, Leonard
May 2012
CRM Magazine;May2012, Vol. 16 Issue 5, p52
Trade Publication
The article focuses on the use of multiple interactive voice response (IVR) systems to connect US Airways Inc. to better service. It states that the systems, which had nine voices and different cumbersome menus, make use of technology that offered understanding on the key performance metrics. It mentions other innovations at the airline including personalized call handling, automated collection of trip information, and new voice using Nuance Vocalizer speech synthesis engine.


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