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Cutting costs and keeping customers with speech self-service

12 Nov 2007

Speech-enabled IVR is top-of-mind for many companies. As call centers look for ways to reduce cost, speech applications have traditionally been one of the lower cost alternatives. Over the next 12 to 18 months, 30 percent of Best in Class companies plan to implement a speech self-service application.

Companies' integrated voice recognition (IVR) applications are being stretched thin. Even when the best interface designs are in place, customers are abandoning calls before completion.

Forty-three percent of companies surveyed in the "Contact Center Analytics" benchmark were either seeing poorer performance in call abandonment rates or didn't measure this KPI (key performance indicator) at all. By adding speech self-service to the current IVR stack companies will provide a more robust and complete customer experience.

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