According to opusresearch; Phone-based self-service has taken on new meaning as phones morph into multi-functional wireless devices and contact center functions are distributed throughout the globe. Conversational Access Technologies now involve asynchronous interaction among individuals using Web services over the phone lines. Adding the human touch to traditionally automated self-service activities gives companies the option to leverage existing staff and IT infrastructure or outsource operations to managed or hosted service providers.
By Dan Miller
This very interesting report includes a PDF summary to download.