Cutting costs and keeping customers with speech self-service

Companies' integrated voice recognition (IVR) applications are being stretched thin. Even when the best interface designs are in place, customers are abandoning calls before completion.

Forty-three percent of companies surveyed in the "Contact Center Analytics" benchmark were either seeing poorer performance in call abandonment rates or didn't measure this KPI (key performance indicator) at all. By adding speech self-service to the current IVR stack companies will provide a more robust and complete customer experience.

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