For Customer Experience Professionals

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	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

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Executive Summary

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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