http://opusresearch.net/wordpress/2006/08/16/speechtek-2006-in-plain-english/ Analysis and expertise on conversational access technologies Thu, 04 Dec 2008 05:47:44 +0000 http://wordpress.org/?v=1.5.1.2 http://opusresearch.net/wordpress/2006/08/16/speechtek-2006-in-plain-english/#comment-70 Thu, 17 Aug 2006 00:11:39 +0000 http://opusresearch.net/wordpress/2006/08/16/speechtek-2006-in-plain-english/#comment-70 You are absolutely correct! A well-done IVR can be better than many agents. If we improve the quality of the IVR, we will get more callers to use it and have fewer bad experiences with live agents. Everybody wins! Incidently, I truly believe that the fault of most of the lousy VUIs is caused by the enterprise and not by the vendor. If I fault the vendor it is that they have typically been too timid about advocating for the caller. Pushing the Persona nonsense (invariably at the expense of something that benefits the caller (like CTI)) is one of the few areas in which the vendors can be faulted. What Paul is doing is helping the vendors by going to the enterprises with the caller message: These VUIs are intolerable! You are absolutely correct! A well-done IVR can be better than many agents. If we improve the quality of the IVR, we will get more callers to use it and have fewer bad experiences with live agents. Everybody wins! Incidently, I truly believe that the fault of most of the lousy VUIs is caused by the enterprise and not by the vendor. If I fault the vendor it is that they have typically been too timid about advocating for the caller. Pushing the Persona nonsense (invariably at the expense of something that benefits the caller (like CTI)) is one of the few areas in which the vendors can be faulted. What Paul is doing is helping the vendors by going to the enterprises with the caller message: These VUIs are intolerable!

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