Deutsche Call Center sind bei der Automatisierung des Kundenkontakts am weitesten fortgeschritten in Europa. Dies legt die aktuelle Studie "Call and Contact Center 2005" von Interactive Intelligence nahe, für die 101 europäische Telefon- und Kontaktzentralen unter die Lupe genommen wurden. Demnach ist in rund zwei Drittel (67 Prozent) der deutschen Call Center ein Touchtone- oder ein Spracherkennungssystem im Einsatz, das den Anrufer zum richtigen Ansprechpartner führt und einfache Kundenanfragen sogar selbst beantworten kann. Damit ist Deutschland seinen europäischen Nachbarn mehr als 15 Prozentpunkte voraus: Europaweit verfügen nur gut die Hälfte (51 Prozent) der Call Center über eine Lösung zur Selbstbedienung
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