Executive Summary (This is a document excerpt)

Managers at E*TRADE FINANCIAL hired Tellme Networks to design and host a speech-enabled phone self-service system (IVR) that would leverage open standards and user-centered design to support business-critical customer goals. The resulting system handles half of the company's total calls per day, saves E*TRADE $30 million per year, and increases the firm's overall automation rates by 5% annually.

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