Integrating Speech Recognition Technologies in the Enterprise
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TMCnews
[September 16, 2005]

Integrating Speech Recognition Technologies in the Enterprise

Report from TMC and Edify
 
It seems strange that in all of our technological advancements, the most basic form of human communication is struggling to be integrated into those advancements. We have technologies that are so complex and yet we’ve managed to continually bring them nearer to perfection. In contrast, when it comes to arguably the most exciting technology in our industry, it’s taken quite some time to marry the new with the old: technology with speaking.


 
The benefits gleaned from speech technology positively impact both the companies that soundly implement the technology and their customers. The nascent technology of speech, in its performance and accuracy, is drastically better now than it once was. Integration is much easier, and developer tools are much more user friendly. The ROI on speech technology deployment is often very quick because repetitive or automatic inquiries and tasks can be offloaded from an agent to a speech recognition system.  


 
As well as the rapidity and efficiency achieved from natural and intuitive speech, a properly executed implementation can create a more satisfying and interactive customer experience. Callers can complete their transactions by the most basic mode of communication — simply talking.
 
Speech technology will soon be the norm, rather than the exception; not only more prevalent, but perhaps necessary. Those who have not yet caught on within the industry, or those who simply haven’t taken action, should know: Speech technology is quickly coming to the point wherein it will be a key differentiator and cost savings method for call centers.
 
For more information on speech recognition technology and to register for a free Web seminar about integrating speech with existing IT infrastructure, click here.
 
 

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