Performance Benchmarks are provided throughout the report to offer a perspective of current self-service
Companies across all industries rate self-service
as both an operational and strategic priority - with banks attaching the most importance to self-service
and retailers the least.
Walter most recently served as vice president of major accounts for NCR's Financial Solutions Division where he was responsible for driving the company's self-service
business with the largest financial institutions and automated teller machine (ATM) deployers in the United States.
We are excited about the successful deployment of the TuVox Perfect Router application at Telecom New Zealand and the dramatic increase in customer satisfaction they are achieving as a result of the self-service
and call routing accuracy," said Larry Miller, president and CEO of TuVox.
Prior to his new position, Webster was vice president and general manager of NCR Self-Service
in the company's retail business.
challenges: Cost and point-of-sale (POS) integration.
The North American IVR and web-based self-service
market is characterized by the presence of both enterprise vendors and best-of-breed solution vendors that are continually seeking to achieve dual objectives of revenue growth and cost optimization These vendors are now focusing on building greater operational efficiency, improving workflows, and allocating resources to achieve optimal levels of customer service, while containing the costs of their solutions.
Matrix's web-based customer self-service
strategy has allowed the company to enhance business efficiency by consolidating information, augmenting customer service, and eliminating paper reports.
At Mohegan Sun At Pocono Downs NextChoice's self-service
solution is integrated with the MICROS 9700 HMS point-of-sale software and operates six Fujitsu U-Serv 100 kiosks.
Who: Bruno Sementilli, president and CEO of Quorum Federal Credit Union, shares the benefits of having self-service
kiosks for members of financial institutions.
technology will have a significant impact in responding to this growing consumer demand," said Ron Paul, president and CEO, Technomics, Inc.
The RightAnswers Unified Knowledge Suite is a comprehensive array of products and services that offers our clients a new approach to effectively implement self-service
and continually improve their ability to deliver enhanced support capabilities to end-users and support staff," explained Jeff Weinstein, President and CEO of RightAnswers.