People often ask me what “else” our Continuous Improvement process applies to besides the IVR script. We recently did a study on the company-to-date performance of our host integrations. We known integration failures are a leading cause of frustrated callers and additional transfers to agents. In August 2006, we added a new feature to our platform that monitors each and every host transaction request we make. We were able to identify countless issues with remote hosts and resolve them. The result? An average transactional failure rate of less than 1% across all applications on our platform.
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