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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."

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)

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)

....NOTE - content continues below this message

INVITATION
We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE

....CONTENT CONTINUED BELOW

""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.""

Trevor Geraghty
Business Development Director
Firstcom Europe
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 ContactCenterWorld:
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.

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

Published: Friday, March 19, 2010

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2022 Buyers Guide
Get Listed
Business Continuity

1.)

Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.)

OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)

3.)	Vads VADS Business Continuity Plan VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.