Automated DA at the Crossroads: How the Web Redefines Directory Assistance

May 15th, 2005 Dan Miller

The Directory Assistance market is just beginning to feel erosion due to the growing tide of Web-based local search offerings. Opus Research sees the need for providers to shift product development focus to the broader category of customer care, which also includes addressing the usability of the offering. The result will be an offering more aptly called “Assisted Query,” where closely mated voice automation and call processing resources front end live agents and other automated systems that help the user get to the information he wants, but allow more control in getting there.

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