Self-Service for the Phone: New findings from the Industry Analysts

Customers are demanding self-service in all channels and call centers are meeting that demand by extending their self-service offerings to the phone. Hear Voxify executive, Roger Nunn, give an update on what the industry analysts from Forrester, Frost & Sullivan, and Datamonitor are saying about the widespread use of speech recognition in the call center. Find out how important speech self-service is to the call center, which industries have implemented the technology, and what call types are being automated. When is old-fashioned touchtone IVR sufficient and when is speech self-service a "must have"? What are the automation rates of speech t...