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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!

Lee Reinecke
Director
Sutherland
United States

"Be aware of the upfront time to design the dialog tree. TEST TEST TEST"

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

"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)
 
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Harry Clarke
Business Development Director
CTL
United Kingdom

"Understand the difference between speech recognition and voice recognition. Different vendors are better for each."

 
Jeff Schlueter
VP, Marketing & Business Development
NICE Systems
United States

"Some tips for managers are:
• Clearly define the mission of the contact center (e.g. Are you trying to drive a specific customer interaction, or improve a business process?).
• Have your speech analytics system handle tasks without your needing to know to ask the system to perform them. For example, an effective system could categorize calls to drive real business intelligence to help the manager make decisions in areas for which he did not know to look.
• Find a speech analytics system that can handle unstructured audio, in different languages, from different recorders.
• Choose a speech analytics system that can handle the capacity you need, at the speed you need voice content processed, for the lowest total cost of ownership with the highest return on investment."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (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)
 
Nigel Sedgwick
Director
Cambridge Algorithmica Limited
United Kingdom

"Use checksums or similar redundancy to improve speech recognition performance"

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

"Very Important is to select an application which is scalable - it should be able to grow with the business, the ease of understanding and the ease of maintainance coupled with proper documented training modules which will complement a thorough understanding of the product."

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

"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)
 
Chris Mills
Operations Director
Rewardsco Contact Centres
South Africa

"Be selective on which types of services you would like speech tehcnology to be enabled. The ROI of this type of investment needs to be clearly understood.

Language applications are still not as robust as the english versions of these technologies. Although the learning systems work well, they still require a lot of manual intervention to fine tune which can be costly.

Start off with English as a perferred language and build form there.

Leverage of existing speech roll outs from other companies that could fast track the solution."

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)
 
Neil Barnes
Director
Io Speech Analytics Ltd
United Kingdom

"Decide whether your requirements are tactical or startegic, different solutions will deliver results when deployed in different areas of the enterprise. Be very clear about how much time, effort and resource you are willing to commit to the project both before during and after deployment. Some speech technologies will "run themselves" but require a great deal of set-up and customisation, others require less effort initially but will require constant manpower to derive meaningful results."

 
Ross Krisel
Vice President of Marketing and Business Development
IntelePeer, Inc.
United States

"Find a good outsourced vendor, like Prosodie Interactive, who write hundreds of speech related applications. Companies like these have the experience and can cut the time to market and development costs to levels that are affordable as well as skim "trial and error" off the top of the development process."

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

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

"Ensure you have established you whole contact strategy. The technology is proven and in itself is not a differentiator. It is how you use the technology to enhance the expereince that really counts."

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

""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.""

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

"Choose a recognition solution that offers on the fly tuning and testing. Ensure there are options for IVR callers that cannot effectively navigate the speech recognition solution, due to accents, etc."

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)
 
Andrew Kay
Director
Jersey

"Keep it simple and shorten menu selection to an absolute minimum."

 
Trevor Geraghty
Business Development Director
Difference Corporation
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 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

"Get it hosted...don't do premise based equipment...way too expensive. Start small and grow into it."

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)
 
Rupert Utteridge
Director - Sales & Marketing
Digital Techniques
Australia

"Check available bandwidth for better quality and make sure QoS is implemented for VoIP"

About Digital Techniques

Based in Hong Kong, Digital Techniques was originally incorporated in Sydney Australia in 1992. Digital Techniques commenced as a developer and manufacturer of digital voice logging recorders for the... (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 - Listen

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

Published: Thursday, November 12, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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