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?
|"More sophisticated pre-routing triage will be possible using both Voice Recognition and analytics to destress the caller experience and better leverage contact centre resources." < br > < br > - Scott Godin, Director of Research and Development, Computer Talk Technology (CTT), Canada|
|"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." < br > < br > - Sarah-Jane Heber-Hall, Operations Director, Computertel Ltd., United Kingdom|
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|"Speech analytics allows the company, via its contact center, to get to the voice of the customer, and thereby improve customer satisfaction, retention and loyalty levels." < br > < br > - Jeff Schlueter, VP, Marketing & Business Development, Nexidia, United States|
|"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." < br > < br > - Steve Pels, Director, Contact Centre Action, Australia|
|"They will probably take over for almost all human contact. That, however, should not be confused with progress." < br > < br > - Andrew Kay, Director, Jersey|
|"The good centres will offer choice and ultimately reduce the cost of handling through blending live and automated handling" < br > < br > - Trevor Geraghty, Business Development Director, Difference Corporation, United Kingdom|
|"I would think this technology would be very significant. However, what efficincies would be achievable. Voice recognition has never been particularly efficient." < br > < br > - Rupert Utteridge, Director - Sales & Marketing, Digital Techniques, Australia|
|"Reduce agents with better self service...make agents more productive." < br > < br > - Greg Smart, Director of Product Development, NICE inContact, United States|
|"Deliver more empathy and change take-up of these technologies by customers." < br > < br > - Harry Clarke, Business Development Director, CTL, United Kingdom|
|"Technological improvements will continue to be made. A sensible implementation will support extensive data gathering and analysis, to mitigate problems with the current technology and to see what issues can only be improved by a technology upgrade" < br > < br > - Nigel Sedgwick, Director, Cambridge Algorithmica Limited, 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)." < br > < br > - Marlon Bowser, Managing Director, HTK, United Kingdom|
|"Due to higher IVR containment, que times for contact centers are lowered. Contact Center agents are able to focus on more strategic client issues giving more time and attention to the customer." < br > < br > - Ross Krisel, Vice President of Marketing and Business Development, IntelePeer, Inc., United States|
|"Less human capital and the ability to control and manage service levels." < br > < br > - Karl Graham, Vice President - regional and Telecommunications Markets, Xerox, Jamaica|
|"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." < br > < br > - D. Daniel Ziv, VP Voice of the Customer Analytics, Verint, United States|
|"I think this is just one part of a contact centre's strategy and capability. If you believe that IVR is a valid channel then this is a valid technology. However does Generation Y want to use IVR / Speech versus web / device services?" < br > < br > - Howard Smith, Head of Technology Strategy for Customer Service, O2 UK, United Kingdom|
|"These technologies could potentially automate many of the contact centre services. However, many callers still prefer the traditional manner of speaking to a human being who can empathise with them, analyse their request and provide an intelligent solution." < br > < br > - Chris Mills, Operations Director, Rewardsco Contact Centres, South Africa|
|"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)." < br > < br > - Richard Snow, VP and Research Director, Ventana Research, United Kingdom|
|""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."" < br > < br > - Brett Feldon, General Manager, EMEA, Salmat, United Kingdom|
|"Emotion detection will likely be a niche application, at least for the next several years. < br > < br > Voice authentication, however, will open the door to significantly higher levels of automation, enabling more business applications to be performed via caller self-service or assisted service. For example, with highly secure caller access to sensitive information, self-service healthcare and financial transactions become feasible, providing callers with increased flexibility and freeing up the more expensive contact center agents to support tasks that truly require human intervention." < br > < br > - Tom Smith, Senior manager for contact center solutions product marketing, Verizon, United States|
|"It won't due to the esoteric applications" < br > < br > - Lee Reinecke, Director, Sutherland, United States|
|"when 4 g technology has roots when you can see the person and his enviorment" < br > < br > - Asad Rehman, Consultant, Sterling Marketing Consultants, Pakistan|
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Published: Monday, December 7, 2009
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