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Great contact experience impacts business says study
CUPERTINO, Calif. (5/6/08)--More than 74% of respondents to a recent TuVox survey said a great contact center can have a large impact on their business. TuVox is a provider of OnDemand speech applications used by credit unions, such as American Airlines FCU, Dallas. Though customer service is the biggest influence on loyalty, many institutions use technology only to deflect calls and contain costs, which frustrates consumers, TuVox said. The company recently released more than 50 on-demand application modules for the Intelligent Customer Front Door (ICDF) solution, which allows companies to discern the identity and intent of a caller, gather relevant information, determine how to treat callers--based on business rules--and match the customer with the most relevant and available resource.


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