One Response

  1. Susan V.
    Susan V. June 25, 2008 at 11:06 am |

    It’s about time! There are a few key technologies that have really helped moved speech to the forefront. On the customer side, there’s speech recognition. Algorithms have become significantly more advanced in recent years, and the quality of automated interactions has vastly improved. Unfathomable years ago, customers are now having true “conversations” with voice solutions in much the same way they would converse with agents.

    On the contact center side, speech analytics tools have made a huge difference. Companies are now running these applications on recorded calls to look for patterns or repeated words that customers are using throughout their calls, and utilizing the information to identify required fixes for product offerings or business processes.

    The technology has come a long way, and so have speech self-service strategies, but companies should continue to focus on this area. According to this survey (http://www.aspectindex.com/index_na/), a consumer who is satisfied with how an automated system works is two-and-a-half times more likely to conduct future business with a company. There is clearly a lot at stake.

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