Summary
In an interview, Wes Hayden, president and CEO of Genesys Telecommunications Laboratories, talked about the state of call centers and the speech technologies. On customer service versus IVR debate, Hayden said the debate is focusing on the real question of what is the right way to deal with customers, when to use self-service, and when to use a more personal touch. What is happening is that customers are really starting to think about the best way to handle their customers and to be more sensitive to the issues that create frustration when they call a call center and are trapped in an IVR that they cannot get out of. He added that today, there is definitely a higher acceptance of an automated IVR than there used to be. On whether speech in the call center will grow, Hayden said absolutely. Within the last year, the emergence of speech branding, using voices to communicate better is started to be seen.
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Extract
A Q & a with Genesys Ceo Wes Hayden
At its G-Force user conference in San Diego in late April, Genesys Telecommunications Laboratories released the results of a survey that found growing acceptance of automated interactive voice response (IVR) systems in the call center, and some very telling statistics about overall customer satisfaction with call centers in general. Following that conference, Speech Technology Senior Editor Leonard Klie had the opportunity to sit down with Wes Hayden, president and CEO of Genesys, to discuss the state of call centers and the...
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