Author: Dr. Jon Anton, Benchmark Portal

Summary: Assisted Speech IVR™ is a unique approach for achieving operational efficiencies within call centers. In a new, yet remarkably straight forward manner, the knowledge and expertise of human agents has been integrated with speech technology, ensuring a positive caller experience every time, while enhancing agent productivity.

This white paper frames the challenges call centers face using today’s IVR and speech technology solutions and discusses how assisted speech IVR is ushering in a new era that closes the gap. Results from a new call center survey focusing on top priorities for 2007 are included.  

“It’s an exciting time for contact centers because the barriers that have kept IVR speech technologies and live agents separated from each other have been eliminated. Assisted speech IVR is ushering in the new era of integrated solutions, where agents are able to assist multiple callers – silently and simultaneously.”
-  Dr. Jon Anton, Adjunct Professor – Purdue University Center for Customer-Driven Quality

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Let the Truth Be Spoken: Self Service Guaranteed!

Author: Spoken Communications ^®

Summary: It’s never easy being an executive responsible for building customer loyalty based on excellent customer interactions. Today’s corporate leaders face a new
generation of customers who are more sophisticated than ever, and very vocal on how they want to be treated. Increasingly, these customers are demanding self-service capabilities that allow them to interact with organizations quickly, and with as little friction as possible. They want to avoid dawdling with a customer service representative or an IVR call tree.

This white paper illustrates the problems with opt outs in IVR and the Guided Self-Service Solution to that. The paper includes results of a survey conducted with call centers by Benchmark Portal.

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