1. Overloaded operator stations? Check to see what percentage of calls coming
in are internal in nature. To date,
industry averages suggests the number is about 35% or higher. A packaged speech telephony application will
divert these calls away from live operators and reduce or avoid incremental
live call handling costs.
2. Looking for cost reductions without compromising
customer service levels? Front
end speech enabled call routing will transfer calls successfully while allowing
callers to use their voice to control the call, 24 hours a day.
3. Implementing a dial plan change? Speech Dialed directories will eliminate the
resource costs inherent in re-training the user population of the new dial
plan.
4. Adding Port capacity to an existing auto-attendant/voice
mail system? If any of the existing
ports are used to support an auto-attendant application, research a packaged
speech telephony solution. You may end up recommending a similar costing
solution that delivers a much higher return.
5. Triaging Calls into a Contact Center through
DTMF or live operators? A packaged
speech telephony application can triage calls to the skills-based agent groups
or to an IVR application through a voice user interface, all at costs that
produce rapid ROI models and improved customer service levels.
Speed dialing can also address that
“zero out” problem. Touch tone-based
telephone response systems have long since passed the point of positive investment
return when deployed to reduce costs and respond to customer service expectations.
Packaged speech telephony systems, however, consistently result in
fewer “zero-outs”, whether during or after business hours.
In fact, noted telecom analysts Frost & Sullivan have ascertained
that more than half of callers who almost immediately skip a touch-tone system
will select to remain connected with speech!
Result? Delighted callers and increased return on telephony investment
dollars.
Despite an economic climate that
was particularly damaging to new technologies the US speech recognition market
continued to grow in 2001, according to In-Stat/MDR. The market, as a whole, continued to embrace speech recognition
products in 2001 as a means of lowering costs, providing greater customer
service, and launching new, innovative, products. “We are just on the cusp of a speech recognition revolution,” says
Brian Strachman, a Senior Analyst with In-Stat/MDR.
INSTAT/MDR – 6/02