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Article : Speech Technology Deployment Errors

In the high stress, high traffic world of contact center management we sometimes make mistakes in our rush to get things done, including technology deployment. What are some of the biggest mistakes made when choosing or setting up speech technology?

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

"They tend to choose a solution that does not offer integration capabilities or modular design, therefore increasing the cost of future technology implementation. They also rely on their incumbent suppliers to guide them on their requirements, instead of investigating the market themselves to see what other technology is available to them and requesting their incumbent suppliers work together for a best of breed solution. Contact Centre Managers should also focus on how the solution will be rolled out to the end users. Try to involve them in the implementation process as much as possible and address feedback and personal opinion in the delivery of the new equipment. Finally, Contact Managers need to ensure that they take sufficidnt time to implement the equipment properly. It needs to be fine tuned and monitored on a continual basis once it is first implemented and this "bedding in" period needs to be considered in the overall project management for a realistic "go live" date."

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

"Selecting an unproven, untested or uncertified solution from unknown or very small vendors, simply because of cost factors, and then paying a much higher price to replace the solution or trying to integrate it with other solutions in the enterprise."

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

"Not realising the extensive communications strategy that nees to go along with a speech deployment, or the significant operational changes that will need to be made to maximise the benefit."

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

"Going for the "big bang". Centers should start by doing simple analysis, seeing the insights they uncover and then gradually deploying more advanced features."

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

"The biggest mistake is lack of planning and foresight. What does success look like? What's the potential down-side? How do we know when we achieve success or failure? What do we do next?

Vendors have sold promises, and contact centre managers have not questioned them nearly enough.

As an industry, the technology vendors need to work with their customers (the contact centres) and with their end-customers (the consumers)"

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)
 


""One of the biggest mistakes is not getting all department stakeholders involved. Try not to think of buying "technology" but a "business" process. Too much focus on maximising automation rates and cost savings, rather than optimising the customer experience is another common error. It is also important to ensure the contact centre staff are educated on the benefits and capabilities of the new solution, how it helps them in their work, how to get the best out of the information it provides and how to coach any callers for whom the system did not work.""

 
Trevor Geraghty
Business Development Director
Firstcom Europe
United Kingdom

"Biggest mistake - removing it "make them go online"
To big too quickly , front end questions not capturing information to present to the operator"

 

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 - Select The Right Application

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

Published: Tuesday, March 9, 2010

Printer Friendly Version Printer friendly version

2022 Buyers Guide 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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