2004 Interactive Voice Response Self service 
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.
Aspect
OCTOBER 25, 2017
Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.
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SmartAction
DECEMBER 15, 2021
The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. Traditional IVRs aren’t cutting it anymore as the bodies needed to fill in aren’t there to take the calls. A live agent deals with anything handled outside of self-service.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.
ConvergeOne
DECEMBER 7, 2021
Neumann in 2004 for an unbiased look at the approach: “One of the biggest obstacles to software development — and particularly system integration — is the difficulty of predictably composing subsystems out of modules, systems out of subsystems, and networks of systems out of systems and networking.”.
Babelforce
AUGUST 12, 2021
In the contact center, the primary use for Conversational AI is IVR technology. IVR isn’t generally the best-loved piece of kit in customer services. That’s often because the IVR system is seen as a barrier to actual service. Natural Language Generation (NLG) is the technology that generates responses.
ConvergeOne
DECEMBER 7, 2021
Neumann in 2004 for an unbiased look at the approach: “One of the biggest obstacles to software development — and particularly system integration — is the difficulty of predictably composing subsystems out of modules, systems out of subsystems, and networks of systems out of systems and networking.”
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