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.
- Trevor Geraghty, Business Development Director, Difference Corporation, United Kingdom
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- Tom Smith, Senior manager for contact center solutions product marketing, Verizon, United States
- Andrew Kay, Director, Jersey
- D. Daniel Ziv, VP Voice of the Customer Analytics, Verint, United States
- Steve Pels, Director, Contact Centre Action, Australia
- Ross Krisel, Vice President of Marketing and Business Development, IntelePeer, Inc., United States
- Brett Feldon, General Manager, EMEA, Salmat, United Kingdom
- Sarah-Jane Heber-Hall, Operations Director, Computertel Ltd., United Kingdom
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ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 200,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Friday, March 19, 2010
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