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Maximizing the Potential of an Inter...

ProQuest Information and Learning Co.

Maximizing the Potential of an Interactive Voice Response System.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	Maximizing the Potential of an Interactive Voice Response System./
Author:	Owens, Toraino S.
Description:	1 online resource (71 pages)
Notes:	Source: Masters Abstracts International, Volume: 57-05.
Contained By:	Masters Abstracts International57-05(E).
Subject:	Computer science. -
Online resource:	click for full text (PQDT)
ISBN:	9780355811711

Maximizing the Potential of an Interactive Voice Response System.
Owens, Toraino S.

Maximizing the Potential of an Interactive Voice Response System. - 1 online resource (71 pages)

Source: Masters Abstracts International, Volume: 57-05.

Thesis (M.C.I.S.)--Florida Agricultural and Mechanical University, 2017.

Includes bibliographical references

Electronic commerce, the global business model with a wide range of tools available to customers and firms, has become the common interactive place for the use of self-service technologies (SSTs). The SSTs, such as mobile banking, automated self-checkouts, and online investment trading transactions, allow customers to produce services for themselves without assistance from the employees of a business. This widespread use of technology has been widely accepted across several industries due to the increasing growth in customer satisfaction, yet research is still ongoing to understand why customers decide to try SSTs and why some SSTs are more acceptable than others. This research, will utilize SSTs to explore key factors for maximizing the potential of an Interactive Voice Response System (IVR) based upon theoretical and empirical knowledge of IVR designs, customer feedback for enhancing self-service options, and adapting a callback feature with in a Call Center environment.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018

Mode of access: World Wide Web

ISBN: 9780355811711Subjects--Topical Terms:

573171
Computer science.
Index Terms--Genre/Form:

554714
Electronic books.

Maximizing the Potential of an Interactive Voice Response System.
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245 1 0 $a Maximizing the Potential of an Interactive Voice Response System.
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300 $a 1 online resource (71 pages)
336 $a text $b txt $2 rdacontent
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500 $a Source: Masters Abstracts International, Volume: 57-05.
500 $a Adviser: Bhanu Prasad.
502 $a Thesis (M.C.I.S.)--Florida Agricultural and Mechanical University, 2017.
504 $a Includes bibliographical references
520 $a Electronic commerce, the global business model with a wide range of tools available to customers and firms, has become the common interactive place for the use of self-service technologies (SSTs). The SSTs, such as mobile banking, automated self-checkouts, and online investment trading transactions, allow customers to produce services for themselves without assistance from the employees of a business. This widespread use of technology has been widely accepted across several industries due to the increasing growth in customer satisfaction, yet research is still ongoing to understand why customers decide to try SSTs and why some SSTs are more acceptable than others. This research, will utilize SSTs to explore key factors for maximizing the potential of an Interactive Voice Response System (IVR) based upon theoretical and empirical knowledge of IVR designs, customer feedback for enhancing self-service options, and adapting a callback feature with in a Call Center environment.
533 $a Electronic reproduction. $b Ann Arbor, Mich. : $c ProQuest, $d 2018
538 $a Mode of access: World Wide Web
650 4 $a Computer science. $3 573171
650 4 $a Computer engineering. $3 569006
655 7 $a Electronic books. $2 local $3 554714
690 $a 0984
690 $a 0464
710 2 $a ProQuest Information and Learning Co. $3 1178819
710 2 $a Florida Agricultural and Mechanical University. $b Computer and Information Sciences. $3 1191006
773 0 $t Masters Abstracts International $g 57-05(E).
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10683604 $z click for full text (PQDT)

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