(Length: 3 pages)June 17, 2005 E*TRADE FINANCIAL: User-Centered Design + Open Standards = Phone Self-Service Successby 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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Original air date: Thursday, June 19, 2008
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