(Length: 3 pages)

June 17, 2005

E*TRADE FINANCIAL: User-Centered Design + Open Standards = Phone Self-Service Success

by Moira Dorsey

with Nate L. Root, Elizabeth Backer, Caroline L. Carney


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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Analyst: Moira Dorsey
Technology: Channel Design Strategies, Communications Infrastructure, Contact Center Technologies & Processes, Customer Experience, Customer Experience Management, Networking, Web Site Design
Industry: Financial Services, Investments
Geography: North America

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