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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?

Lee Reinecke
Director
Sutherland
United States

"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"
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

"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."

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

"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."
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
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)
 
Harry Clarke
Business Development Director
CTL
United Kingdom

"Inbound and outbound IVR becomes authentic two-way VR."

 
Jeff Schlueter
VP, Marketing & Business Development
Nice Nexidia
United States

"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."
About Nice Nexidia

Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of,... (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)
 
Nigel Sedgwick
Director
Cambridge Algorithmica Limited
United Kingdom

"Reduces call waiting time for customers and simplifies deep IVR menus. Reduces costs for contact centres."
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
Xerox
Jamaica

"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."
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

"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)
 
Chris Mills
Operations Director
Rewardsco Contact Centres
South Africa

"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."
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

"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."
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
HTK
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)
 
Howard Smith
Head of Technology Strategy for Customer Service
O2 UK
United Kingdom

"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"
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

""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.""

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

"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.
Enhanced caller experience improving overall satisfaction.
Personalized experience by allowing for most effective solutions, DTMF – Voice – Agent assist, with caller choices broadened."
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

"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 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

"Speech recognition helps mobile callers. Speech analytics helps drive real understanding of why people are calling and their resolutions."
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)
 

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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Getting The Training Underway

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

Published: Friday, November 13, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

 
1.) 
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.
PH: 508-862-8600

2.) 
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.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
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
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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