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?
|"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" < br > < br > - Trevor Geraghty, Business Development Director, Difference Corporation, United Kingdom|
|"Speech technology is changing the needs for customers and contact centers because of the ability to record more and more audio due to the cost of recording having gone down. With that growth in the recording of audio, there now needs to be a commensurate ability to extract meaningful intelligence from all this data so that it can provide value to the enterprise." < br > < br > - Jeff Schlueter, VP, Marketing & Business Development, Nexidia, United States|
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|"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)." < br > < br > - Richard Snow, VP and Research Director, Ventana Research, United Kingdom|
|"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." < br > < br > - D. Daniel Ziv, VP Voice of the Customer Analytics, Verint, United States|
|"As customers become more in tune to utilizing virtual agent and speech related applications, IVR containment will continue to grow allowing contact centers the ability to have thier agents focus on more strategic customer facing initiatives, as we know companies cannot automate everything, there will always be a need for good live agents." < br > < br > - Ross Krisel, Vice President of Marketing and Business Development, IntelePeer, Inc., United States|
|"Lower the time the agent needs to spend on the phone with the caller, and increase rates of self service to lower the cost running a contact center. < br > Enhanced caller experience improving overall satisfaction. < br > Personalized experience by allowing for most effective solutions, DTMF – Voice – Agent assist, with caller choices broadened." < br > < br > - Scott Godin, Director of Research and Development, Computer Talk Technology (CTT), Canada|
|"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." < br > < br > - Steve Pels, Director, Contact Centre Action, Australia|
|"It’s not so much about changing communication needs as it is providing a new level of flexibility and convenience. Through improved routing, up-front collection of data to assist agents, and support for self-service, speech technology can help improve first-call resolution, reduce hold times, and improve the efficiency of agent utilization." < br > < br > - Tom Smith, Senior manager for contact center solutions product marketing, Verizon, United States|
|"The greatest opportunity is the enhancement to the expereince. It should be simple and provide the relevant answer for the simple, standard enquiries thereby removing non-value add contacts" < br > < br > - Howard Smith, Head of Technology Strategy for Customer Service, O2 UK, United Kingdom|
|""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."" < br > < br > - Brett Feldon, General Manager, EMEA, Salmat, United Kingdom|
|"Speech recognition helps mobile callers. Speech analytics helps drive real understanding of why people are calling and their resolutions." < br > < br > - Greg Smart, Director of Product Development, NICE inContact, United States|
|"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." < br > < br > - Marlon Bowser, Managing Director, HTK, United Kingdom|
|"Inbound and outbound IVR becomes authentic two-way VR." < br > < br > - Harry Clarke, Business Development Director, CTL, 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." < br > < br > - Sarah-Jane Heber-Hall, Operations Director, Computertel Ltd., United Kingdom|
|"Reduces call waiting time for customers and simplifies deep IVR menus. Reduces costs for contact centres." < br > < br > - Nigel Sedgwick, Director, Cambridge Algorithmica Limited, United Kingdom|
|"Over time I believe it will alleviate the need to use traditional pin / password solutions. I believe it will also aid in assessing the customer state by measuring the tone, pace and pitch of a customers voice. An additional feature will be to track customer behaviour throught the various services and channels that they use being activated by their voice." < br > < br > - Chris Mills, Operations Director, Rewardsco Contact Centres, South Africa|
|"A useful tool in designing talk tracks and measuring responses on the fly. Will never replace data analytics for pro-active product introductions, cross-sell, and up-sell" < br > < br > - Lee Reinecke, Director, Sutherland, United States|
|"Once the application can effeciently understand the needs of the customer, identify the customer and pose a security risk - automation can assist in managing call volumes and improve service levels." < br > < br > - Karl Graham, Vice President - regional and Telecommunications Markets, Xerox, Jamaica|
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Published: Friday, November 13, 2009
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