Speech Recognition for the Contact Center

摘要

In today's competitive marketplace, con-tact centers everywhere are installing speech recognition systems to improve their responsiveness to customers. Should you deploy a speech solution in your contact center? The following questions may help you decide. 1. Do callers wait in long queues to perform simple transactions such as address changes? 2. Do your agents spend valuable time identifying callers, an- swering simple ques-tions and routing calls when they should be providing greater value to customers? 3. Do your customers call while driving, so they have to navigate through touch-tone menus with one hand, without looking at their matchbox-sized phones? 4. Are you looking for new ways to differentiate your business from your competitors, retain your existing customers and acquire new ones?