Biographical Information
Don Steul joined Apptera to lead the company's product strategy, product management, voice interface design and technical documentation efforts. In this role he also directs the company's professional services, hosted services, and technical support groups. He brings more than 15 years experience in helping companies achieve key business objectives by applying technology and business process best practices.
Articles by Don Steul
Using the Phone to Transform Customer Service into a Strategic Asset
30 Aug 2005
Contact centers in several thousand enterprises around the world have derived cost savings and customer satisfaction benefits by deploying speech recognition technology to automate customer service calls. The return on most of these deployments is usually measured in months, and customer satisfaction surveys indicate that callers frequently prefer voice for conducting service transactions—as opposed to touchtone or lengthy live agent interactions. …