November 26, 2014

Is Your TTS Vendor Still Speaking To You?

RealSpeak TTS

Nuance, the market leader in Text-to-Speech (TTS) software, has recently announced End of Life and End of Support on some of its TTS products. For instance, Nuance RealSpeak TTS 4.5 was officially End of Support in March 2014. Unfortunately… We all know what End of Support means. It means the vendor is no longer prepared to (Read the full article)

Speech Analytics

Speech Analytics

Understanding how to increase customer satisfaction, optimize the customer experience and improve operational efficiency are major targets and challenges for all contact centers. Discovering the reasons customers call a company and what causes customer dissatisfaction can go a long way  in being able to improve these metrics One of the ways to identify areas for improvement (Read the full article)

Call Automation

Automate calls

Call automation is of growing importance in the call centre, with more than 5% of the world’s working population today now working Call or Contact centres. The challenge in call automation is of growing importance as call volumes are increasing; the cost of handling a call in the call centre is higher: and the cost (Read the full article)

Call Center IVR Solutions Are Still Frustrating Many Customers

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Patronising pre-recorded messages, long waiting times and rude operators are among the biggest irritations of UK customers, new research has revealed about Call Center IVR Solutions. The survey which was conducted by Natterbox highlighted that just four per cent of customers are patient enough to wait for call center ivr solutions for more than 30 (Read the full article)

IVR Solutions Can Lead to Better Customer Service

IVR Solutions

The facts are that IVR Solutions are well designed and user friendly can really save the caller time. This is by answering easily the most frequently asked questions and also by connecting them to the most suitable and available agent for more complex questions. However the issue is that most IVR solutions just don’t do this very well at (Read the full article)

Talking About Speech – That’s a Good Question!

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I was with a customer last week, who surprised me by asking a very simple question with almost naïve   innocence;   ”Do people still use that speech recognition stuff?” I wasn’t surprised so much by the question but more by the fact that the customer I was talking to was one I would have said (Read the full article)

IVR Applications and Speech – Why Customers Are Frustrated By It

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So if it’s not about the technology, what are organisations doing wrong? A lot of self-service  speech and IVR applications are born to frustrate customers just simply because they have been designed the wrong way round. The focus really has to be on meeting the customer’s expectations. The focus shouldn’t be on applications it shouldn’t be about (Read the full article)

Talking About Speech Recognition – That’s a Good Question!

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“Do people still use that speech recognition stuff ?” I was with a customer last week, who surprised me by asking this very simple question with almost naïve innocence; I wasn’t surprised so much by the question but more by the fact that the customer I was talking to was one I would have said (Read the full article)