Nortel networks Periphonics IVR systems have the widest vocabulary and language support in the industry. And once you can understand what people want, the next step is giving it to them. Through IVR you could do pretty much anything you can with a web page, you just listen instead of looking. When the industry called the first wave of ebusiness being a failure, it was because Internet companies dealt with their customers on a transaction by transaction basis. No attention was paid to the potential of a customer relationship or customer retention.
Customer satisfaction is now table stakes.
Businesses must move to a model where customers are treated according to the potential they can deliver over the coarse of the relationship, rather than the value of an individual order. To do this we have to manage all aspects of the customer relationship. By doing this we can build up a 360-degree view of the customer and start to 'dazzle' and not just to satisfy. Customer relationship management is about gathering all the information about a customer relationship and making it available to all areas of the business. Nortel Networks Clarify eBusiness applications takes this model a step further by actually allowing you to place a value on the customer relationship instead of just the order value.