Here is another report about how big this voice thing will get. I just hope we don't miss the boat. There must be something in the infrastructure area. They seem ready to drop Onstar, their main (only!) source of revenue, to focus on it. I'm hoping the Oracle thing is bigger than it seems. Also, I can't believe there is anyone more pessimistic than Dave! :)
biz.yahoo.com
Thursday October 4, 9:36 am Eastern Time
Press Release
SOURCE: The Kelsey Group
Automated Speech Enhances Customer Experience, Increases ROI of Multimedia Call Centers, According to The Kelsey Group
New report examines how converged voice and data IP technology will capture a growing share of the $12.5 billion in contact center infrastructure spending.
PRINCETON, N.J., Oct. 4 /PRNewswire/ -- New research from The Kelsey Group indicates that increased return on investment (ROI) in multimedia contact centers (also known as ``call centers'') requires enhancement of the customer experience, not mere replacement of live agents with technology. In a new White Paper entitled ``Overview: The Voice-Powered Contact Center,'' The Kelsey Group documents deployment of speech-processing technologies in modern contact centers, and dispels many of the myths surrounding the use of automated speech recognition (ASR) and text-to-speech (TTS) technologies as a replacement for live agents.
``In this economy, cost containment and ROI are important, but so is enhancing the customer experience,'' asserts Mark Plakias, senior vice president of The Kelsey Group's Voice & Wireless Commerce Program. ``Too often ASR developers sell their wares by comparing the cost of an ASR-handled call to the cost associated with live agents. This is superficial, because the real 'pain' is in call centers that are 'hitting the wall' with traditional touchtone IVR (interactive voice response) systems.''
Plakias notes that a superior voice user interface can improve customer satisfaction by suppressing ``abandons'' and ``hostile transfers'' from frustrated callers who have difficulty using complex touchtone interfaces. ``The real story of improved ROI will be closely linked to customer satisfaction. Automated speech can reduce lost calls, and free agents to upsell and provide great service. Client retention and enhanced revenue opportunities-not firing agents-will deliver strong ROI.''
Analysis in the report places ASR, TTS and VoiceXML into the context of today's multimedia contact center-one in which live agents handle telephone calls, e-mails and real-time Web sessions. The Kelsey Group forecasts how converged voice and data over IP technology will capture an increasing share of the $12.5 billion spent annually for call center infrastructure.
``The Internet already enables agents to use e-mail response, text chat and escorted browsing to better serve customers,'' noted Daniel N. Miller, co- writer/analyst of the study. ``We expect the VoiceXML standard to lay the groundwork for powerful extensions of core e-business processes through the phone.''
Based on several months of interviews with developers, call center managers and historical databases of call center applications and spending patterns, the report provides a deep understanding of how voice recognition is and will be implemented on top of existing IVR touchtone systems, as well as Web-based self-service operations. In addition to the White Paper, The Kelsey Group has released an ``Assessment Guide'' designed to help contact center organizations plan for and evaluate speech recognition solutions.
About The Kelsey Group
The Kelsey Group is a strategic knowledge company and the leading provider of authoritative research and fact-based analysis focusing on local advertising, voice and wireless technology and electronic commerce. Through its Continuous Advisory Services, consulting, proprietary research and conferences, The Kelsey Group guides organizations by offering analysis and products about print, Internet and voice platforms. For more information on the company, its services and conferences, visit kelseygroup.com.
SOURCE: The Kelsey Group |
