IVRs: Is Anybody Listening

- Dr. Jon Anton of BenchmarkPortal, Dr. Walter Rolandi of the Voice User Interface Company and Gilad Odinak of Spoken Communications ^®.

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Forum: "Call Talk" with Dr. Jon Anton
Date Recorded: February 23, 2007, Hilton, San Francisco
Details: Session # A303, “Mixing Automation & Agents Effectively”
Length: 30 Minutes
File Size: 26 mb

Session Description: Self-service is something our customers have come to expect in this day and age. They use the electronic ticketing systems at the airports and self-service checkouts or u-scans at many grocery stores and large retailers such as Home Depot.

Yet the traditional IVRs or speech recognition technologies have left most customers feeling as though they are running a marathon– systems that don’t recognized what they say, force them to repeat words, or simply direct them into an operator assisted queue when all they wanted to do was retrieve their balance. It shouldn’t be an endurance race to interact with your company!

During this live broadcast, our industry experts shared their research, experiences and insights on:

• The state of self-service and the impact of “call-tree hell” on the call center
• Choices we can offer to take customer service to the next level  
• The mind-set of the customer as they approach customer care automated solutions
• Options to minimize the “insult” callers in this state of mind experience using automated solutions
• Preventing common user frustrations from ever occurring
• Changing the customer experience from opt-out to opt-in

Take advantage of the opportunity to listen to these experts and gain unique insights, new best practices and ideas to take back to your organization.

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A unique approach to increasing capacity, completion rates and satisfaction through Guided Self-Service Solution

- Gilad Odinak, CEO Spoken Communications ^®

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Forum: SpeechTEK West
Date Recorded: February 23, 2007, Hilton, San Francisco
Details: Session # A303, “Mixing Automation & Agents Effectively”
Length: 30 Minutes
File Size: 26 mb

Session Description:
Many telephone speech applications are backed up by agents when the application experiences problems or the caller asks for a real person. Hear how to go further and more tightly integrate speech technology and agents to make both more effective.
• How agents can back up recognition but never get on the line
• Speech recognition for getting to the right agent quickly

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Source: Ed Horrell, Talk About Service

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In the broadcast, Ed interviews the CEO of Spoken Communications ^®, Gilad Odinak, about their solution to automated attendants, a topic which "drives Ed up the wall."

The 15-minute interview focuses on how the Spoken solution delivers a positive experience for callers through a concept called Guided Self-Service Solution that integrates human intelligence with speech recognition technology. This approach to assisted self service over the phone improves the caller experience while allowing contact centers to also gain productivity.

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