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Biographical Information

Paul Korzeniowski

Paul Korzeniowski is a freelance writer based in Sudbury, Mass., who specializes in technology issues. He can be reached at paulkorzen@aol.com.

Articles By Paul Korzeniowski

The Bots Are Coming, and Fast

To improve customer service, enterprises embrace artificial intelligence, and the change ripples through IVR systems
Posted 24 Apr 2017 - Summer 2017 Issue - by Paul Korzeniowski

Avoid the Phone Slam with a Finely Tuned IVR

Tips for regularly testing and tuning speech-enabled systems
Posted 10 Nov 2016 - Winter 2016 Issue - by Paul Korzeniowski

IVRs Get Set for the Omnichannel Challenge

Enterprises are making progress toward getting different channels to fit together, but a lot more work remains
Posted 14 Jun 2016 - Summer 2016 Issue - by Paul Korzeniowski

Making the Business Case for Speech Analytics

The technology is working its way into organizations, but deployment challenges remain
Posted 09 Nov 2015 - Winter 2015 Issue - by Paul Korzeniowski