Message Technologies, Inc. (MTI) Issues White Paper on Self-Service For the Retail Customer Via Speech-Enabled Interactive Voice Response

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Message Technologies, Inc.™ (MTI), an industry-leading provider of interactive voice response (IVR), speech technologies and call center solutions, has issued a white paper titled "The Ins and Outs of Speech Self-Service: The case for the hosting of speech-enabled IVR." The White Paper is invaluable to retail executives focused on contact center performance and the customer experience.

Message Technologies, Inc.™ (MTI), an industry-leading provider of interactive voice response (IVR), speech technologies and call center solutions, has issued a white paper titled "The Ins and Outs of Speech Self-Service: The case for the hosting of speech-enabled IVR." The White Paper is invaluable to retail executives focused on contact center performance and the customer experience. The White Paper is available at no charge on MTI's Web site at http://www.messagetech.com/hosting-whitepaper.html.

RETAILERS INCREASING USE OF SPEECH-ENABLED IVR

Retailers are increasingly looking to speech-enabled IVR (interactive voice response) solutions to improve business performance. As a self-service channel, the telephone is a valuable point of customer contact, and speech-enabled self-service solutions are growing in adoption. According to a Center for Customer-Driven Quality report, 75 percent of call centers will deploy some form of speech-enabled IVR within four years.

Today retailers use speech-enabled IVR for a variety of applications, all of which can be created and managed by a hosting provider, including:

  • Customer account access;
  • Order status
  • Customer satisfaction surveys;
  • Store locators
  • Product locators;
  • Troubleshooting guides;
  • Delivery/repair status;
  • Gift card management;
  • Payment status;
  • Employee or customer PIN/password reset;

SHOULD RETAILERS BUILD AN IVR SOLUTION IN-HOUSE OR OUTSOURCE TO A HOSTING PROVIDER?

To gain the benefits of speech-enabled IVR, retailers must decide how best to deploy a speech self-service solution: build and maintain in-house or outsource to a provider. The hosting option provides a compelling case for retailers of all sizes:

  • Reduces operating costs,
  • Decreases time-to-market,
  • Facilitates growth,
  • Reduces risk.

The White Paper closes by providing tips on finding a hosting partner.

ABOUT MESSAGE TECHNOLOGIES, INC.

Message Technologies, Inc. (MTI) enables companies to improve business performance with interactive voice response (IVR), speech technologies and call center solutions. AssuredVoice is MTI's hosted speech solution that helps retailers, catalogers and Internet merchants enhance customer experience, increase sales and reduce call center costs. Since 1982, more than 2,000 companies have counted on our applications and hosting services for predictable costs and low-risk deployment. Our speech IVR experts and open technology platforms are dedicated to helping you achieve world-class performance. Please visit MTI online at http://www.messagetech.com.

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SARAH HALIM
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