Advanced Customer Interaction Platform Enables BPO to Deliver Improved Contact Center Efficiency and Better End User Experience

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Executive Summary

Firstsource Solutions wanted to provide them with an Interactive Voice Response (IVR) system that would enable the company to offer advanced self-service functionality for one of its clients. Based on the Nortel Media Processing Server (MPS) 500, Firstsource was able to implement an advanced IVR solution that delivered a more personalized user experience and more efficient contact resolution for the client's customers.

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