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May 20, 2013

Webinar - Leveraging Speech in the Call Center to Create Customer Delight


When speech technology first debuted in the contact center, it was fairly wondrous: there was no longer a need to “press one” and “press two” to route your call. Callers could simply use their voices, which is the most natural of human interaction modes.




Of course, when we first saw speech debut in the contact center during the 1990s, only the largest of companies in the industries with the deepest pockets could afford it: think financial services or perhaps airlines.

Speech is still the most natural way for customers to interact with your company’s self-service media channels. What has changed, however, is the availability and affordability of speech technology to more modestly sized (and budgeted) companies.

Speech can accomplish a number of things in the contact center. It can help route calls better than a touch-tone interactive voice response (IVR) could ever hope to. It can help with customer opinion and experience surveying. It can enable customers to interact more naturally with self-service options. It can boost customer service while keeping costs in check. It can even help with personalized customer experience by leveraging customer demographics, historical and trend data, past call history, and new information captured or entered via a data driven self-service application to create a unique call experience for the customer.

Simply buying speech technology in a box won’t do it, however. Matching the right type of speech solution to your contact center and your customers’ needs is a delicate process.

On May 30 at 11:00 a.m. (EDT; 8:00 a.m. Pacific), cloud contact center solutions provider Echopass and speech technology leader Nuance (News - Alert), together with TMCnet, will present a Web event that will help contact centers understand how market-leading organizations are creating competitively differentiated solutions to connect with their customers. This leads to creating a contact center experience that leaves a customer desiring more, developing a brand loyalty that results in return visits, and raving about the experience with friends, family, and colleagues. Attendees will learn how to deliver a world class customer experience using advanced cloud-based contact center applications and tools.

For more information or to register, visit TMCnet here.




Edited by Rory J. Thompson