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Article : Function Paradigm

Speech Technology promises to bring along many changes in the way contact centers carry on their day-to-day business. But will these changes be major parading shifts in the way things are done, or just another technology to adapt into the everyday functions of customer contact?

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

"Contact Centres will become more two fold over time, with the use of this technology. They will offer self-service options for the customer to choose how they wish to carry out basic, administrative type functions and agents will be used to carry out specialist, highly skilled tasks which involve two way interaction. This will create a more streamlined and efficient model within the contact centre operation and with it the public perception of the industry should become more favourable too, at last removing the negative label it has been branded with for so long."

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

"I believe that most contact centers will have speech analytics powered call recording and workforce optimization WFO solutions within the next several years. This technology will significantly increase the effectiveness and efficiencies of contact centers, improve self service channels, and increase the overall customer satisfaction."

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

"They allow far superior customer service and significant cost reductions by providing capabilities that are simply not available in DTMF or other forms of automation."

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)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"They should make them able to provide more personalize services. But outside the center, they should allow companies to create more granular customer segments that get personalized customer service strategies (e.g. high value customers that complain a lot might get more proactive service to try and resolve their issues before they arise)."

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Marlon Bowser
Managing Director
HTK
United Kingdom

"Hopefully the net result will be more person-to-person dialogue where and when it's needed, and less where it's not. Right now, there are a lot of square pegs being forced into round holes, but through smarter application of "customer interaction" technologies, such as Speech and analytics, that situation will change for the better. By that, I mean the better of the customer (through a more positive experience of doing business with an organisation) and for the organisation (through reduced costs and the opportunity of improved efficiency and business-agility)."

About HTK

Founded in 1996 HTK delivers solutions to SME and large enterprises, telecommunication service providers and the public sector. HTK provides a hosted solution for mass notification, multi-channel mark... (read more)
 


""Speech technologies will result in flexible business processes, based on the callers’ requirements, the context of the call, and risk. It will no longer be a rigid and impersonal process. It will make call centres more efficient, providing operational efficiencies and a better overall customer experience.""

 
Trevor Geraghty
Business Development Director
Firstcom Europe
United Kingdom

"The good centres will offer choice and ultimately reduce the cost of handling through blending live and automated handling"

 
Asad Rehman
Consultant
Pakistan

"when 4 g technology has roots when you can see the person and his enviorment"

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Share the Experience

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

Related Editorial

Published: Monday, December 7, 2009

Printer Friendly Version Printer friendly version

2023 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.
 

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