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| Number of pages / Number of words: |
23 / 6237 |
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The IVR industry had been in existence for long with Avaya (>20% market share) being the market leader, while Nortel (~15%), Intervoice (>10%) and Edify (>10%) were the other key players. However, these IVR applications were primarily touch-tone based, had poor user interfaces and ended up frustrating callers wanting to get information quickly and easily...
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However, these IVR applications were primarily touch-tone based, had poor user interfaces and ended up frustrating callers wanting to get information quickly and easily. Rigid and confusing hierarchies increased call lengths, leading many callers to opt to “0†to talk to a live agent, thereby defeating the very cost-saving benefits of automation...
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