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Article : Tips When Choosing Speech Technology

The potential applications of speech technologies and their ability to revolutionize the contact center industry is intriguing many managers as they pursue the ‘next big thing’ to keep their services at state-of-the-art levels. But how do you decide what is right for you and your center? Find out by reading these valuable tips from other contact center leaders and technology developers!

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

"Ensure that you purchase a modular solution that meets the requirements of your organisation currently but that can be easily expanded when required and is easy and cost effective to upgrade or integrate with current and future equipment."

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

"Unlike most other computerized technologies that deal with structured data Speech technology deals with unstructured data and human language which is ambiguous by nature. As with communication between humans, there can be many misunderstandings, but spoken language is still probably the most effective communication form, and speech technology, although not perfect, can add a tremendous amount of value and impact if applied and understood correctly."

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

"Engage a good consultant who can provide an independent perspective. This technology is not widely used yet and it can be difficult to understand, which can detract from a customer and vendor forming a good partnership."

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

"Buy a product where you can start by doing simple analysis and then advance as you get more familiar with the product’s capabilities."

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

"Start with the end in mind. You really need to set some goals, both in terms of the cost-saving benefits (such as operational efficiency gains) and in terms of the customer experience gains. The customer experience will dictate the rate of adoption, acceptance and ongoing utilization, which will fuel the return on investment. So, focus on an initial assessment and ongoing measurement of the customer experience (not just the potential for cost-saving through a theoretical shortening of call duration or displacement of calls from agents) and make sure that the introduction of Speech will provide a suatainable benefit. In these difficult economic times, smart organisations will focus on customer retention - not just cost saving - and the great news is that Speech can help both."

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)
 


""Try not to make a decision based on technology. If you are deciding which ‘engine’ is best for your deployment then you are probably missing the key factors that are likely to have the biggest influence on success. Instead you need to look at whether the supplier is experienced in successfully providing similar applications to the one you are looking to deploy. You also need to consider the full business impact of the solution, what agent and staff training is required and what appropriate business processes will be required to support it once it goes live. The speech application should be seen as only one part of the whole solution that is your contact centre. It should not be viewed as a ‘deploy and forget’ box that reduces call volume.""

 
Trevor Geraghty
Business Development Director
Firstcom Europe
United Kingdom

"Always provide choice so a mix of quality well thought out voice applications supported by high quality live agents. Make sure the process works before attmpting to use speech automation"

 

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 - Utilize Time & Money Saving Tools

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

Published: Thursday, November 12, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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