4The Power of Speech Recognition for Self-Service
Self-service functionality, including web-based self-service, IVRs, and, increasingly, speech recognition, has become indispensable to contact centers of all sizes. Even small contact centers are using voice prompters or call routers (which are essentially basic IVR systems) to improve the efficiency of call handling.
Self-Service: From Cost-Saving Necessity to Customer Requirement
While the value proposition of a well-designed, well-implemented, and well-communicated self-service application is high for companies and their customers (see Figure 4.1), too many enterprises make the mistake of prioritizing their own wants over their customers’ needs when building these systems. This classic misstep ...
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