Computing With Voice

Abstract

Recent and continuing improvements in voice recognition and voice response technology have provided tremendous customer service benefits for users and implementers alike. Advantages for business organizations such as improved quality and productivity, reduced costs, increased return on investment, use in many industries, and increased standardization show promise for this technology now and in the future.

In this case study, we will discuss the procedure for choosing and implementing a successful interactive voice response (IVR) system. Included in this study is a discussion of the benefits of an interactive voice response system. These benefits included improved customer service and increased productivity without increased staffing.