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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 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 - Speech Recognition

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

Published: Tuesday, March 9, 2010

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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