<div><p>These are, to cite the old Chinese curse 'interesting times' for organizations seeking to outsource their contact center services and for business process outsourcers (BPOs) alike. That is because serving end-customers has never been more challenging. Todays buyers are savvy, proactive, quality conscious but price-sharp, unimpressed with brands unless they consistently deliver, and whose ...

<div><p>Speech recognition applications are not such revolutionizing IVR, defined for this article as enabling dual-tone multiplex frequency (DTMF) or TouchTone(TM) interactions, but instead appears to be supplanting it as the key means of automated voice interaction.</p><p>That victory, which may be in sight, sets the stage for ...