This resource is no longer available

Using Phone Application Servers to Improve Call Center Efficiency


Interactive voice response (IVR) technology can help to improve call center efficiency by interacting with callers, gathering information and routing calls to the appropriate recipient. Attend this Webcast to learn how phone application servers can vastly improve the phone self-service experience over existing IVR systems today.

In this Webcast, you will learn:

  • What a phone application server is -- as defined by Opus Research.
  • How IBM is saving millions by using phone application servers in their phone projects.
  • How phone application servers can be used with Genesys Voice Portal.
  • How companies like Deutsche-Telekom are enhancing customer satisfaction with new personalized phone applications.


Avery Glasser Sr. Analyst, Opus Research Mark W. Stallings Senior Consultant for IBM Global Business Services, IBM Global Business Services Mark has a decade in the voice industry, has worked voice projects around the globe, and currently works for IBM Business Consulting Services in the Call Center Optimization practice on some of the largest speech recognition projects in North America.
Joseph Heinen Vice President, Corporate Marketing, Genesys Telecommunications Laboratories, Inc. Joseph Heinen joined Genesys in 1996 and has worked with some of the most advanced call centers in the world. Joseph also has 15 years' experience delivering IT and telecom solutions in the financial services industry, including the engineering of large call centers that handle more than 180 million customer calls per year.
Jul 18, 2006, 09:00 EDT (13:00 GMT)

This resource is no longer available.