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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
Verint
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
Director
Contact Centre Action
Australia

"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."

 


""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 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Getting The Ergonomic Programme Right

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

Published: Friday, November 13, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
 

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