Speech Recognition Solutions

Speech recognition technology has a big potential to improve the customer contact experience and in the same time contribute to call management efficiency and cost savings. When implementing speech recognition systems, the choices made regarding the details must fit in with the customers’ needs and company’s brand.

When purchasing a speech recognition solution, call centers should perform the following actions:

  • Extensive research

It is essential for businesses to make an extensive research of technology and the market. Businesses should get informed of what similar businesses have accomplished with speech. 

  • Creating a proper plan

Proper planning plays a pivotal role for the speech solution performance. Businesses must set the goals and create a strategic plan.

  • Choosing the vendors

The vendor should have proven leadership, referenceable customers and a strong track record within the speech recognition field. Businesses should select a vendor that adapts its solutions to customer preferences and is constantly reaching for higher levels of customer satisfaction.

To guarantee the success of the project, businesses should also look for an organisation that offers a full range of services related to a speech project. This includes:

• a scoping phase, one that determines if speech is appropriate to a particular business;

• a speech implementation phase; incorporating voice user interface design, tuning and personal development;

• post-implementation phase, including performance audits, support etc.

  • Choose the appropriate deployment type

Both hosted and premise-based speech solutions have their own advantages. It’s up to the client to decide which one fits better with his/her business.


Learn More About:

The benefits of speech recognition for call centers.

Four Ways Speech Recognition Is Going To Change The Mid-Market Retail Call Center

The uses of speech recognition in call centers.

The top five uses of speech recognition technology

The advantages of hosted speech recognition over premise-based solutions.

EIG's Rex Stringham on Hosted Speech Recognition Service

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