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New Infographic Shows Recent Caller Experience Trends And Projections

by Parlance Corporation - February 11, 2016

New Infographic Shows Recent Caller Experience Trends and Projections

 

Woburn, MA – Parlance Corporation, developers of intuitive call handling solutions for large businesses, announced the release of a new infographic titled “Current and Projected Caller Experience Trends”. The new infographic highlights key findings that can help businesses understand current and projected call handling trends that influence the caller experience and, ultimately, the overall customer experience for business customers.

 

Key Finding #1: Cost drives call automation usage
Cost continues to impact the caller experience as businesses look to reduce the expenses related to live operator/agent calls by employing automated technologies to connect callers and meet their self-service needs.

 

Key Finding #2: Nearly 2 out of 3 businesses use outdated 1980’s-era call automation solutions
The majority of large businesses in the U.S. currently use DTMF Directed Dialog call automation solutions (“Please choose from the following options. To reach sales, press 1. To reach service, press 2.” etc.) to connect callers and enable telephone self-service.

 

Key Finding #3: Newer technologies enable remarkable caller experience improvements
Speech recognition and natural language technologies are proven to improve key areas of the caller experience by reducing connection times for callers, immediate hang ups, and operator opt-out requests.

 

Key Finding #4: Market projections predict consistent growth in newer call handling technologies
Recent market projections show that, by 2019, speech recognition and natural language technologies will begin to dominate the call automation landscape.

 

The data presented in the new infographic stems from a new Caller Experience White Paper released by Parlance Corporation and Tern Systems Consulting that explores the caller experience and the impact of call handling automation on the enterprise.

 

The infographic can be found at: http://www.parlancecorp.com/blog/infographic-caller-experience-trends.

 

 

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Parlance Corporation

Parlance helps a growing number of healthcare facilities, colleges & universities, and large enterprises deliver a positive caller experience with automated call handling solutions that callers actually like. Elevate each caller experience, drive efficient operations, and move beyond the auto attendant. www.parlancecorp.com

 

 
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