Telephone channel personalization

A call center system having a personalized self-service telephone channel comprising:

• a telephone network interface;
• a server in communication with said telephone network interface;
• a self-service application for presenting call prompt options to a caller;
• a database storing records of customer information;
• an identifier for identifying a customer calling in to said call center;
• wherein said identifier is used as a key to search said database to access said customer information for said customer caller;
• a customer profile built from said customer information found in said database records, wherein the customer profile includes information regarding the customer's relationship to a party;
• and
• personalized call prompts selected from audio records based on said customer profile, wherein said personalized call prompts optimize a customer caller experience and shorten call duration and a reward is provided to said customer based on a usage of said personalized self-service channel by said customer.

A non-transitory computer-readable medium having computer-readable instructions for:

• establishing an incentive program;
• associating said incentive program with a personalized self-service telephone channel;
• providing notice of said incentive program to customers;
• receiving a call from a caller;
• identifying said caller as a customer;
• personalizing said self-service option to said customer based on customer information specific to each customer, wherein the customer information specific to each customer includes information regarding the customer's relationship to a party;
• providing said personalized self-service option to said customer;
• and
• providing a reward to said customer based on a usage of said personalized self-service channel by said customer.