VoIP, Voice Recognition and Customer Interactions
VP, Aspect Communications
Today, the best-designed and run contact centers are taking a holistic approach to customer care through convergence, not just of networks, but of applications. Organizations are deploying a full stack of applications from workforce management to VoIP and IVR. VXML is the latest speech technology element of this converged approach. The end results for customers are greatly improved experiences, as they are served by one unified system rather than by several disparate silos; they will no longer have to give the same information over and over again, first to self-service components and then to different live agents.
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