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Roundtable: IVR and Self-Service 2017

CRMXchange

Presented By: CRMXchange



Presented by Inbenta, Jacada

May 9, 2:00pm - 3:00pm Eastern

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About the Webcast

While businesses are seeking cost-effective ways to make their IVRs more intuitive and responsive, it’s now critical to also provide customers with easy-to-use self-service options that enable more rapid issue resolution.

Artificial intelligence and machine learning programs powered by natural language processing (NLP) are contributing to the growing sophistication of online virtual agents and chatbots which are now capable of handling an ever-increasing range of inquiries. In cases where escalation is required, the right solutions allow seamless handoffs to live agents while ensuring that context is maintained throughout the complete customer interaction. 

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About the Presenters

Sheri Greenhaus, Managing Partner, CRMXchange, Moderator

For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation. Sheri began her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. There, she was responsible for acquiring and maintaining major accounts.