This past Monday I was one of the panelists for the CRMXchange Great Debate webcast on Speech Self Service. We covered the following topics, and a bit more, during the webcast:
- Enterprise and contact center trends that are driving new investments in IVR/speech applications
- Best practices for determining the most beneficial activities to offer your customers via your IVR/speech application
- How to realize the greatest return from your IVR/speech investments
- Do’s and don’ts for IVR applications – what activities and functions should and should not be offered by an IVR/speech system
- Which parts of a business outside the call center can benefit from speech applications
It was a lot of fun and I hope I was able to provide the attendees with interesting and useful information, specifically about what we have learned at Voxify in our many customer deployments. I thought the other panelists did a good job, though I was surprised that none of them named specific customers. I think it is really helpful to people looking to deploy speech applications to hear about the successful experiences of specific customers in businesses very similar to theirs.
You can can hear a recording of the webcast (registration required) on the CRMXchange site.