Speech Recognition

Many companies today have to differentiate their offering based on the service that they offer to their customers. If customers are not happy then they will take their business to the next competitor. One key element of service is at the contact center - this is traditionally where customers can get frustrated by long wait times and inaccurate routing of calls.

Companies can save a lot of money by updating their existing touchtone or speech-based IVR systems with a speech-enabled call routing solution. Many organizations offer so many options within their self-service IVR systems that they end up frustrating customers. Call Steering solutions provide the most accurate, cost-effective method of directing customers within a contact center. Unlike touchtone systems, whose complex menu mazes lead to misrouted calls and a poor customer experience, a speech-enabled Call Steering solution allows customers to describe their needs in their own words and be routed immediately to their destination.

The benefits of this are significant:
• Organisations can present a unified brand by consolidating multiple phone numbers into a single access point.
• An improved caller experience - with shorter call times, and fewer misrouted calls.
• Reduced waste in the customer service delivery process - therefore saving on costs.
• Live agents are kept free to answer the critical questions
• Complex touchtone mazes are eliminated - allowing callers to describe their needs in their own words and move directly to their destination.

The benefits of speech recognition technologies are not confined to call steering. They can also be used to automate simple processes that would otherwise involve long call queues and call live agents. Examples of such processes include:

• renewing a service
• checking or cancelling a booking
• checking on branch locations
• checking arrival or departure times

Damovo partners with the world leader in speech recognition technologies - Nuance Communicatons . We have worked with many large customers to implement speech recognition technologies to enhance their call center operations.