Your service provider would need to understand the mortgage service processes, identify issues with the current implementations (using existing management information and/or recordings), design alternatives (some of which may be better implemented using speech recognition technologies), test the design using Wizard of Oz simulations (if possible) and then come up with recommendations for implementation.
I would also recommend call analysis, to determine the way callers interact with the agents to identify the processes involved and what can be realistically automated. During the "Wizard of Oz" simulation (before deployment) a number of different dialogue/call flow variants can be trialed.
As a starting point see the following link for information with regard to good dialogue/call flow design/ practice: http://spotlight.ccir.ed.ac.uk/English_frames/html_files/dialogue_design_guide.htm.
Dig Deeper on IP Telephony Systems
Related Q&A from John Blake
T1 and E1 network links have been used in networks for years, as has ISDN in some countries. Our expert looks at the differences among them and new ... Continue Reading
Does the phrase "64 simultaneous calls on a T" mean 64 extensions? How about the trunk lines? If there are 24 channels, can I use 24 ntrunk lines ... Continue Reading
What is the difference between an IP PBX and VoIP box? Continue Reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.