July 13, 2011 – The growth of mobile and Web financial services has providers of interactive voice response scrambling to offer new technology in an attempt to infuse usability into the traditional contact center.
For example, Nuance Communications, which counts Bank Leumi and Scotiabank among its clients, has developed new software that integrates inbound interactive voice response (IVR) with outbound messages and transactional capabilities in an effort to reduce follow up calls by the customer.
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