Measuring IVR Performance
Task completion rate is the metric that matters most when evaluating IVR performance and return on investment.
A Tellme Whitepaper

An interactive voice response (IVR) platform is a sizable investment and one that requires ongoing attention to ensure it delivers positive returns. Businesses need to know which IVR investments will improve caller experiences and yield desired results. Yet, when it comes to IVR improvements, a lack of information and insight has historically stood in the way of smart, bottom-line decision making. As a result, businesses have relied on indirect metrics like containment rate to assess ROI. Disparate recommendations in the industry have prevented the establishment of a standard metric, but Task Completion Rate (TCR) promises to be the metric that will provide measurable insight into IVR performance, and ultimately ROI.

Cracking the Code: Five Steps to Intelligent Growth in Customer Service
How smart choices today ensure tomorrow’s success
A Convergys Corporation Whitepaper

Learn the five steps to consider when investing in contact center technology solutions that will pave the way for long-term growth.

Speech Technology Magazine Presents: Contact Center Business Applications
Sponsored by IQ Services

According to a report from DMG Consulting, “an astounding 28.1 percent of companies not currently using interactive voice response (IVR) systems are looking for a voice self-service solution to help meet their goals.”

In this latest Best Practices Series on contact center business applications that use speech, read how IQ Services can help test those speech-based contact center business applications to ensure they are done right, which will help protect your investment for the short and long terms.

Speech Technology Magazine Presents: Verifying Your Customers’ Identity — How This Can Save You Money
Sponsored by Nuance Communications

In today's mobile marketplace, companies are tasked with balancing customer demands for access to information at any time of the day with the need to be cost-efficient given their tight budgets and the need to keep customer information secure. In the following white paper , see how solutions from Nuance can help you meet these objectives and increase your customer satisfaction. 

For additional information regarding verifying your customers identity – how this can save you money, make sure you tune into our roundtable discussion on March 25. 

Speech Technology Magazine Presents: The Importance of Testing, Tuning, and Tools
Sponsored by Avaya, IQ Services, and VoiceXML Forum

In this Best Practice Series, several companies will discuss how they can help evaluate your interactive voice response systems through testing, tuning, and tools. It is important to remember that your evaluations should not only look at the IVR system in and of itself but also how it interacts with the entire network and multiple customer service channels. For additional information on putting your IVR to the test and the importance of testing, tuning, and tools, please tune into our roundtable Web event on April 8.

Benefits of Multimodality in Mobile Force Automation
An Openstream White Paper

Among the principal challenges to effective Enterprise Mobility, is the need for a convenient mode of interaction while on the move. In this paper, Openstream presents the details of the world’s first commercial implementation of the Open standards based Multi-modal Field-force Automation solution that facilitates natural and flexible application interaction across all popular mobile devices.

Speech Technology Magazine Presents: Speech Analytics
Sponsored by: Autonomy, Nexidia, Nice, and Verint

This month we are highlighting four speech analytics industry leaders whose technologies can help you increase customer satisfaction and retention, save costs, troubleshoot problem areas, and improve agent performance. According to DMG Consulting’ s 2008 Speech Analytics Market Report, more and more enterprises are adopting this technology due to the rapid payback timeframe of three to nine months.  Learn why these companies are respected in their field and how their applications can help increase the efficiency of your business processes.

Speech Technology Magazine Presents: Customized Self-Service Applications
Sponsored by TuVox, Inc.

This month’s Best Practice Series centers around customized speech solutions and how they can benefit a company’s business processes. TuVox has instilled a new program to help offset traditional costs of implementing an IVR system by speeding up the return on investment timetable. All the benefits of speech can be fully experienced by your customers while scaling back much of the initial investment that would have been required in the past. This creates a “win-win” combination on many levels for both you and your customer base.