Presented By: Ted Lubowsky, Managing Director, DMG Consulting - Panelists include: Aspect Software, AVAYA, Cisco, Siemens, Voxify
On Demand: Live Date:August 2008
Customers enjoy complaining about IVR/speech self-service systems, but they strongly believe they have a right to use one when they want it. Generation Yers see self-service as a “given” and expect feature-rich self-service applications. To meet the demanding needs of their customers and reduce operating expenses, enterprises are investing in IVR/speech self-service solutions. The challenge is to find the right balance between live agent-based support and self-service automation. During the past 18 months, enterprises of all sizes have been building or enhancing their self-service solutions to satisfy their customers and reduce agent-related expenses.
There are many activities that can be automated using IVRs, but others that should not be offered by a self-service application.