Case Study: Amtrak Automates Management of Speech Applications

Sponsored by Empirix

In today’s travel market, customers expect to be able to book trips by phone or online; and they expect smooth, reliable, error-free contact center connections that are available around the clock. The call center experience is a vital part of the overall travel experience and poor service can cause a traveler to switch providers just as quickly as lost luggage or unnecessary delays. “We take a lot of pride in the quality of our automated customer service solutions,” says Rob Early, lead IVR engineer at Washington, D.C.-based Amtrak. He should be proud; Amtrak’s speech-enabled interactive voice response (IVR) systems seamlessly support two national contact centers (Riverside, Calif. and Philadelphia, Penn.) that together handle an average of 45,000 calls per day.  Continue reading to learn more!