The Caller Experience

Alarming Practices and Outdated Technology Create a Customer Satisfaction Challenge

Parlance and Tern Systems Consulting present a study that examines how inbound calls are handled by large organizations in the U.S. This comprehensive paper discusses the various approaches to handling incoming calls, looks at the mix of auto attendant and IVR technologies used across major market segments, and discusses these trends, the future of call handling, and steps your organization can take today to assess the experience delivered to callers.

Download this White Paper to learn:

• The Pros and Cons of the 4 major call handling methods used in large organizations: Live Answer, DTMF Directed Dialog, Speech Directed Dialog, and Speech w/ Natural Language
• How most companies are failing to support callers by continuing to use outdated technology
• Where call handling is headed over the next several years
• Ways your organization can leapfrog the competition and please callers