Contact Centers
Expert opinion, research and strategy into contact center management, contact center solutions, contact center software, speech recognition.
Debunking Ten Common Myths about Voice Automation
The goal of this white paper is to dispel some persistent myths about speech applications, while providing an overview of the current state of speech technology and how it can be used to address key customer care challenges facing today's business.
The goal of this white paper is to dispel some persistent myths about speech applications, while providing an overview of the current state of speech technology and how it can be used to address key customer care challenges facing today's business.
Today you are being forced to re-think how you interact with your customers.This is due to shifting market dynamics, recent innovations, and a new generation of consumers who expect enterprises to support customer service via a variety of touch points. You must adapt to meet these needs with strategies for creating brand loyalty and engagement. Savvy companies are implementing the key Dynamic Customer Engagement ingredients, with the aim of ensuring a holistic view of customers across all critical points of contact, and harmonising customer care goals with business goals. This white paper gives you a clear overview of the strategies you require.
In December 2008, Aberdeen survey shows that 31 percent of best-in-class organizations use speech analytics technologies. The increase in deployment of these technologies is driven by demanding customers who want faster services from call center agents. Contact centers are under a lot of pressure to ensure customer satisfaction while reducing operational costs.
Most Recent Contact Centers
Speech analytics solutions deliver a range of benefits to contact centers:
1. Business intelligence for sales and marketing departments
Customers interacting with agents talk about their problems with the products and services and this conversation contains very useful information for quality conscious companies.
1. Business intelligence for sales and marketing departments
Customers interacting with agents talk about their problems with the products and services and this conversation contains very useful information for quality conscious companies.
Oh no!
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new applications that unite telephony, conferencing, messaging and even collaboration tools.
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new applications that unite telephony, conferencing, messaging and even collaboration tools.
This paper addresses the topics and areas of uncertainty that are most common for organizations beginning to consider voice biometrics as a security option for their business. The goal is to inform, to provide insight as to the possibilities of voice biometrics, and to help decision-makers answer initial questions.
Dubai Financial Market has seen a significant growth in demand and a continuous increase in numbers of investors requiring a Stock Inquiry service. To meet this demand, Dubai Financial Market needed to ensure that callers could gain fast, easy access to stock quotes in a cost efficient way. They sought an effective business solution which addressed all of their immediate requirements including multi-lingual capability and deployment in a short timeframe.
In these tight economic times when products are difficult to differentiate, companies are turning to customer engagement strategies as the means to distinguish their customer service experiences from those offered by the competition. Companies must determine a long term cross-channel conversation strategy so that they are able to speak with one voice to the customer, while delivering an exceptional experience. Download these essential strategies now...
The manner in which companies deliver customer service is in transition. Over the past two years, there's been a massive shift away from the telephone being the dominant customer service channel — from nearly 80% in 2007 to just 45% in 2009 — to a scenario in which customer support is increasingly conducted via a multi-channel approach that includes e-mail, Web self-service, and Web chat.1 So, what does this mean for businesses?
The Asia Pacific contact center market continued to see strong growth in 2008 despite the slow economy in the second half of the year. Spending on contact center applications in Asia Pacific grew by 14.8 percent in 2008 to cross US$763 million.
(And where performance optimisation solutions come into the picture)
Unified communications (UC), the worthy successor to unified messaging, is the enterprise's way of removing the silos around its people.
Unified communications (UC), the worthy successor to unified messaging, is the enterprise's way of removing the silos around its people.
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