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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?

Lee Reinecke
United States

"preparation in process onboarding of the technology, evaluating and testing the work flow impact and ROI."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
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."

Tom Smith
Senior manager for contact center solutions product marketing
United States

"One of the worst mistakes is trying to replicate a series of existing IVR applications. Making the move to speech technology provides an excellent opportunity to re-think the caller experience and to map out a strategy that will empower the end user. Short cuts that are overly focused on cost savings can result in projects that don’t meet customer expectations; that can be hard to recover from, and, ironically, end up costing more in the long run."

About Verizon

Meeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of... (read more)
D. Daniel Ziv
VP Voice of the Customer Analytics
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)
Harry Clarke
Business Development Director
United Kingdom

"Believing the hype from vendors regarding ROI."

Jeff Schlueter
VP, Marketing & Business Development
NICE Systems
United States

"Many managers deploy technology without proving there’s a strong return on investment (ROI) for it, instead of chasing the right option. Some managers look at it too much from a technological standpoint, as opposed to from a benefits viewpoint (e.g. choosing to turn on a feature from an existing vendor just because the software was thrown in for free, and not because the module or technology has proven ROI for customers). Managers can also fall into the trap of choosing a technology solely based on the request for proposal (RFP) response without testing it for themselves via a proof of concept (POC) program. Last, managers often go with the cheapest solution regardless of whether it’s the best solution."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
Steve Pels
Contact Centre Action

"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)
Nigel Sedgwick
Cambridge Algorithmica Limited
United Kingdom

"Cost and timescales for their first deployment"

About Cambridge Algorithmica Limited

Technology specialisation in signal processing and pattern matching, particularly in the areas of speech recognition, biometrics and modems.
Karl Graham
Vice President - regional and Telecommunications Markets

"Focusing on an application which undertands the callers needs, and be able to reciprocate effectively."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (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)
Chris Mills
Operations Director
Rewardsco Contact Centres
South Africa

"They try to rush the rollout without building sustainable and adaptable speech technologies.

They choose a provider based solely on price and often land up with sub-standard solutions."

About Rewardsco Contact Centres

Our engaged, skilled and passionate staff really care about delivery and service to our clients and want to make a difference. This together with an internal “walk the talk” approach to talent develop... (read more)
Ross Krisel
Vice President of Marketing and Business Development
IntelePeer, Inc.
United States

"Contact Center managers need to find the balance between automation and live agent services. I think that too many times the contact center manager focus too much time on driving "live agent" minutes and not enough time on which calls should be contained in the IVR and which should be routed to "live agents". The opposite is also true, sometimes companies look to automate too much and these companies do not provide enough "live" support. A proper balance needs to be found and that balance is different from company to company."

About IntelePeer, Inc.

IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
Marlon Bowser
Managing Director
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)
Howard Smith
Head of Technology Strategy for Customer Service
United Kingdom

"They assume it is a technology decision. As above they need to look at this technology as part of a holistic contact strategy. They also need to give careful thought how the speech aligns to the brand"

About O2 UK

O2 plc has 100% ownership of mobile network operators in three countries - the UK, Germany and Ireland - as well as a mobile Internet portal business. All of these businesses are branded as 'O2'.
Brett Feldon
General Manager, EMEA
IVE Group Limited
United Kingdom

""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.""

Scott Godin
Director of Research and Development
Computer Talk Technology (CTT)

"For speech recognition - underestimating or unvaluing the requirement to do proper speech user interface design and tuning.
Attempting to deploy a "What would you like to do today?" voice recognition solution as a first application.
Building grammars around their industry lingo instead of understanding the lexicons used by their callers."

About Computer Talk Technology (CTT)

ComputerTalk designs, deploys, and supports contact center solutions for more than 400 clients worldwide. Established in 1987, ComputerTalk's headquarters are located in Toronto, with offices in New Y... (read more)
Trevor Geraghty
Business Development Director
Difference Corporation
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 Difference Corporation

Difference have recognised expertise in cloud contact centre deployment , automation & process mapping ,this is at the core of our service offering. Areas covered include: Business Continuity/Disaste... (read more)
Greg Smart
Director of Product Development
NICE inContact
United States

"Their eyes are bigger than their wallets."

About NICE inContact

NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)
Rupert Utteridge
Director - Sales & Marketing
Digital Techniques

"Speech technology is very often employed inappropriately in contact centres or the technology for IVR's is the most poorly used function. Most contact centres do not use AA/IVR correctly and often end up confusing the customer because they are not sure them selves. Too often customers are unable to get out of the look and get a "real person" hich if they did would sort the problem out immediately.
The use of the technology is to save money, but generally the technology is poorly used so there is no real saving in money and customers get agitated and march with their feet.

There is often a statistical disconnect between the contact centre results and actual sales results and loss of sales due to poor speech technology use."

About Digital Techniques

Based in Hong Kong, Digital Techniques was originally incorporated in Sydney Australia in 1992. Digital Techniques commenced as a developer and manufacturer of digital voice logging recorders for the... (read more)

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 ''. We were established in 1999.
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Today's Tip of the Day - Involve Staff

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

Published: Tuesday, March 9, 2010

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2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

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
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*Detailed “End to End’ Audit Trail and Performance Monitoring

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