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Article : Speech Technology Fulfilling the Needs of Customers and Contact Centers

The advances in telecommunication technology are ever-evolving, as seen in the giant jumps mobile devices have been taking over the years. This creates a new set of needs and requirements for both customers and contact centers. Will speech technology help bridge the gap when it comes to providing service to those needs?

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

"Speech Technology allows the whole process of speech communication to be streamlined and therefore become more valuable. It can therefore enhance the customer experience by allowing them to have more choice over when and how they wish to engage with a company, ensuring that direct contact with an agent is specific and timely, making the method more efficient and effective."

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

"speech technology can help customers self-serve themselves more effectively, and can help contact centers better understand the changing needs of their customers by applying speech analytics and other WFO ( Workforce Optimization) applications."

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
Contact Centre Action

"Speech recognition technology will allow more advanced automated self-service, futher allowing the 'human' agents to focus on the more complex requests. It also allows much more accurate routing of calls to the most appropriate, skilled agent."

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

"The biggest impact should be the degree of personalization centers can provide to customers, based on the insights they can gain from previous calls (and other types of interactions)."

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
United Kingdom

"The "communication needs" of customers will remain largely constant, as will the need for contact centres to sevice those customer needs. Neither of those factors will change through the introduction of Speech. What Speech can do is broaden the scope for contact centres to service customer needs in a more efficient way, and ideally in a way that maintains or improves the customer experience, so a win-win situation. Looking for those win-win opportunities should be the new mantra for contact centre managers."

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 technology can deliver vastly improved customer experience with no more endless layers of dtmf menus. Customers are now able to obtain the information they need as efficiently as possible – either through simple self-service or through live assistance where it is of value. Speech technology can also help callers get to a more appropriately skilled agent, ensuring the right assistance is available and resulting in far fewer calls being transferred internally. Properly deployed, it enables businesses to align their contact centres to the real and specific demands of their customers.""

Trevor Geraghty
Business Development Director
Firstcom Europe
United Kingdom

"The huge rise in mobile use has and will see a renaissance in voice use. Clients might surf on a Blackberry or Iphone but realistically won't complete detailed forms online unless call centres and ecommerce providers remember this they will lose sales. They must provide a voice channel for the clients to make contact"


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 ''. We were established in 1999.
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Today's Tip of the Day - Train Every Customer Facing Person!

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

Published: Friday, November 13, 2009

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2023 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)


We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

About us - in 60 seconds!

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