Speech recognition is often used in contact centres to improve customer service operations, particularly self service.  The results of using speech recognition are clearly visible: customer service operations that are more profitable and satisfying, processes that are more intelligent and people that are more productive.  The bottom line - every customer interaction is enhanced.

However, speech is not a universal fix for all customer service or mobile communications needs. Our speech customers have identified the top five considerations when planning a move to speech:

1. Determine which applications will deliver the greatest customer and business benefit and select specific metrics for success.  Carefully evaluate using speech technology in contact centers, using it for mobile workers or both.
2. Investigate design, development and deployment alternatives. Should the project utilise in-house resources or be outsourced?  Should the speech application be premise-based or hosted?
3. Determine which standards help maximise the use of existing IT and call centre investments - VoiceXML, SIP, MRCP and Web Services should all play a role in your decision. 
4. Determine which platform is consistent with your enterprise communications strategy. Select a vendor that best supports your move to IP Telephony. 

Select a vendor with a strong ecosystem of expert partners and proven leadership and experience in integrating voice and speech communications technology.  In addition, vendor expertise in call centre technologies and applications should be considered.

Previous Story - Register now and win a ticket to the FIFA World Cup