Ivr

[Paul Bradley]

I currently work within a 200+ strong financial call centre servicing new and existing customer accounts.

We have managed to keep our IVR options down to a absolute minimum to ensure our customers speak to a human being as soon as is possible. However we are constantly looking to improve our service either through reviewing current processes or introducing new technologies.

I would appreciate any advice/experiences on any new technologies, which have worked well in similar call centres i.e. Computer Telephony Integration (CTI), Answerphone, Voice Recognition & Voice Processing.

In addition any statistics or survey results which have been conducted in relation to these areas would be greatly appreciated.

[Tiffany]

I have a whitepaper that our comany recently published which discusses best practise for IVR applications. I would be happy to e-mail you this whitepaper. If you would like to receive a copy you can contact me at tiffany.mannion@concerto.com.

Alternatively the whitepaper as well as further information regarding voice self service can be downloaded from our web site at www.concerto.com.

[jeffchow]

IVR generally used for Self-Service, ie the caller doesn't need to speak to human. If you're looking for real-time Customer Interactive solution, the Genesys G7 is great (www.genesyslab.com).