Word: skokowski
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Automating a telephone transaction can save lots of dough--as much as 75% off the $5-to-$15 cost of dealing with each call. But, as Paula Skokowski, vice president of marketing at voice-solutions-provider General Magic, notes, "You never see the savings, because everyone is pressing zero-pound" to get to a human. By integrating these newfangled, intelligent virtual-call centers with the rest of a company's Net infrastructure, and then hosting them on their own networks, Tellme, BeVocal and other application service providers hope to make effective customer self-service a reality. One example...
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