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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.

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"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."

 
Tom Smith
Senior manager for contact center solutions product marketing
Verizon
United States

"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."

About Verizon

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)
 
D. Daniel Ziv
VP Voice of the Customer Analytics
Verint
United States

"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."

About Verint

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)
 
Jeff Schlueter
VP, Marketing & Business Development
NICE Systems
United States

"No, there will always be a need for some type of human interaction between companies and customers."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
 
Steve Pels
Director
Contact Centre Action
Australia

"Absolutely not. As lower value transactions are being automated, more and more work is being shifted into the contact centre. Even during the recent economically difficult times we saw significant growth in the Australian contact centre industry."

About Contact Centre Action

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)
 
Nigel Sedgwick
Director
Cambridge Algorithmica Limited
United Kingdom

"I do hope not, though less customers will need an agent and less transactions will need an agent."

About Cambridge Algorithmica Limited

Technology specialisation in signal processing and pattern matching, particularly in the areas of speech recognition, biometrics and modems.
 
Karl Graham
Vice President - regional and Telecommunications Markets
Xerox
Jamaica

"Not at all!! but it will reduce the need for human capital tremendously."

About Xerox

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)
 
Ross Krisel
Vice President of Marketing and Business Development
IntelePeer, Inc.
United States

"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."

About IntelePeer, Inc.

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)
 
Brett Feldon
General Manager, EMEA
IVE Group Limited
United Kingdom

""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.""

 
Andrew Kay
Director
Jersey

"There is a fair chance of this."

 
Trevor Geraghty
Business Development Director
Difference Corporation
United Kingdom

"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 !"

About Difference Corporation

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)
 
Rupert Utteridge
Director - Sales & Marketing
Digital Techniques
Australia

"While many of the contact centre functions can be replaced by speech processing and computer applications there are many times when "real person" is more important. People sometimes require people for socialising."

About Digital Techniques

Based in Hong Kong, Digital Techniques was originally incorporated in Sydney Australia in 1992. Digital Techniques commenced as a developer and manufacturer of digital voice logging recorders for the... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld 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.
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Today's Tip of the Day - Connectivity

Read today's tip or listen to it on podcast.

Related Editorial

Published: Friday, March 19, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide
Get Listed
IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870
3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312
5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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