Speech Recognition

Voice Biometrics: What is it and how can it help your business?

More than one customer has asked us this recently, so we thought we’d take this opportunity to clarify the capabilities of Voice Biometrics technology for the Contact Center. Voice Biometrics can confirm the identity of a person by comparing their voice to a stored model or “voiceprint” – similar to a fingerprint, and even more [...]

April 17th, 2014|Voice Biometrics|

IVR – We Are Experiencing Large Call Volumes at this Time

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline according to a  report  subject its callers to one of the worst IVR experiences in the country? IVR: Is it because they don’t care, [...]

September 24th, 2013|IVR|

Customer Self Service is the Preferred Option

Customer self service options from retailers, is expected by the majority of British consumers today, new research has revealed. A survey of around 270 UK consumers found that this held true for both post- and pre-sales. With nearly a third of consumers (27%) saying they prefer to ask pre-sales questions over the telephone, opposed to . [...]

July 3rd, 2013|Customer Experience|

Voice Biometrics – Enterprise or Consumer Investment?

Voice biometrics is truly coming of age, with 90 percent of consumers saying that they preferred the technology over other methods of authentication, according to a series of surveys from Nuance.The speech technology giant said that data from its findings showed that 85 percent of people are unhappy with current authentication methods. Mobile consumers have [...]

June 26th, 2013|Voice Biometrics|

Speech is Still the Key to Customer Experience

The volume of text coming from social media, e-mail and online chat rooms has added yet another layer of complexity to customer service , but voice is still the most important component part of understanding the customer experience in call centers. All of this data, if effectively measured and analyzed, can provide organizations with the utmost [...]

March 25th, 2013|Customer Experience|

My IVR is End of Life Now What?

New, Complimentary Industry Briefing on Supporting and Enhancing End-of-Life IVR Systems  “My IVR is End Of Life, Now What?”   Many enterprises reached this point with their IVR system in the last few years. With the recent economic uncertainty, enterprises were wary of investing the time, financial resources and the risk associated with a [...]

December 10th, 2012|IVR|

IVR Applications and Speech – Why Customers Are Frustrated By It

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 IVR applications and it shouldn’t [...]

January 29th, 2012|IVR, Speech|

Speech Recognition – That’s a Good Question!

"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 [...]

January 28th, 2012|Speech|