Article : Eliminating Agents Through Speech Technology
Do you feel that speech technology will eventually replace the contact centre agent? As technology improves and artificial intelligence becomes a certainty – we may be faced with this reality. We asked Industry professionals for their opinions on this question.
"No, Humans have a basic need to interact with each other on some level, therefore there will always be a customer need to speak with someone. Contact Centre agents will be utilised in a more specialised, highly skilled way and offer an expert status of information transference to the customer, when they want it."
ComputerTel is a communications company specialising in the supply of voice/data recording and quality evaluation solutions, since 1988. We focus on providing cost effective solutions to meet many var... (read more)
Senior manager for contact center solutions product marketing
"If that day ever does come, it is a long way off. For the foreseeable future, only live contact center agents will be able to fully understand and address some of the more complex problems that callers need help with. Technology (including speech) should not be viewed as the solution to all contact center needs; rather, it is an indispensible tool to empower callers and agents to resolve problems."
Meeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of... (read more)
VP Voice of the Customer Analytics
"No. I believe humans will always have the need to interact with other humans. And although self service will increase and improve leveraging speech technologies, there will always be complex interactions that will require human intervention with a live agent."
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of,... (read more)
The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting a... (read more)
Technology specialisation in signal processing and pattern matching, particularly in the areas of speech recognition, biometrics and modems.
Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
Vice President of Marketing and Business Development
"Never, as customers become more in tune to utilizing virtual agent and speech related applications, IVR containment will continue to grow allowing contact centers the ability to have thier agents focus on more strategic customer facing initiatives, as we know companies cannot automate everything, there will always be a need for good live agents."
IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
General Manager, EMEA
""Absolutely not, and it never should. Speech has its benefits in routing, ID&V (Identity & verification) and simple self-service, but this should be used to complement and assist contact centre agents in providing callers with an excellent customer experience. As soon as it’s more appropriate for an interaction to take place with a live agent, the call should be seamlessly transferred, with all the necessary information going with it.""
Salmat is a unique Australian owned company that, through strategic use of different communications channels, online technology, demographic insight and detailed data management, engages consumers in... (read more)
"There is a fair chance of this."
Business Development Director
"No I feel it will replace and enhance certain aspects of processes but with such a diverse set of users great technology coupled with great human support is the best match. It would be like asking will supermarkets ever replace great restaurants both sell food !"
Difference have recognised expertise in cloud contact centre deployment , automation & process mapping ,this is at the core of our service offering. Areas covered include: Business Continuity/Disaste... (read more)
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ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Published: Friday, March 19, 2010
2020 Buyers Guide Recording
|2.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
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