Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics
by Astute Solutions

"The Contact Center as a Profit Center"

Aberdeen Group Benchmark Report

Underwritten by Astute Solutions



From 2000 to 2004, the web received a great deal of attention and investment as the self service contact channel of choice. The traditional call center was considered outdated, expensive, and difficult to manage. However, after multiple studies concluded that customers prefer the phone, renewed attention was given to the call center, particularly the self service call center.



Advancement in speech recognition technologies and scalability have brought new life into the voice channel and companies large and small across every industry are r...
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