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The use of speech technology in a healthcare setting ups the ante for providers of speech solutions. In most ways, speech technologies provide many of the same benefits in the healthcare realm as they do in other market sectors: Reduced cost of contact, reliability, and automation of the customer service

channel of choice for many older customers.

In this special section of Speech Technology's Best Practices series, Speech in Healthcare, two leading vendors of speech solutions, Volt Delta and Voxeo, offer their assessments of what your organization should consider before you begin the process of automating your speech-based customer service channel and integrating it with your other service infrastructure

Reach Patients and Subscribers with Proactive Efficiency Leverage On Demand Automated Calls with Multi-Channel Support for a Competitive Edge By Volt Delta

Speech in Healthcare: How to improve customer self-service, protect patient privacy and ensure a healthy ROI By Voxeo

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The immediacy of outbound interactive voice response technology as a channel for delivering time-sensitive information or quickly gathering feedback has made it an incredibly compelling tool for efficiently interacting with customers.

In the following special section of Speech Technology magazine, three leading outbound IVR solution vendors offer their unique perspectives on how to best achieve the goals of proactively delivering information via outbound IVR cost effectively, while serving customers with quality communications that improve customer satisfaction and elevate customers' experiences.

Learn from these three solution providers:

 Hosted IVR Solutions Take Center Stage in Meeting Evolving Marketplace Needs Compelling Business Benefits Drive Increased Trend Toward Hosted IVR Platforms (CSG Systems)

 The New Order of On Demand Outbound IVR Automated outreach with interactive dialogs improves retention with cost savings (Volt Delta)

 Outbound IVR and SMS are a competitive advantage - if you understand these 7 critical success factors (Voxeo)

DMG Consulting predicted in a 2009 report that the speech analytics market will continue to grow annually, with a 40 percent increase in 2010, a 42 percent increase in 2011, 32 percent increase in 2012, and a 25 percent increase in 2013. This technology continues to grow due to its ability to contribute to four primary business goals: 1) improving productivity and reducing operating expenses; 2) retaining customers; 3) generating incremental revenue; and 4) providing an outstanding customer experience.

If your company is finding itself ready to explore the benefits of this technology, please read on to see how these participating companies can help you to achieve the business goals you are facing.

According to a report from DMG Consulting, “an astounding 28.1 percent of companies not currently using interactive voice response (IVR) systems are looking for a voice self-service solution to help meet their goals.”

In this latest Best Practices Series on contact center business applications that use speech, read how IQ Services can help test those speech-based contact center business applications to ensure they are done right, which will help protect your investment for the short and long terms.

In today's mobile marketplace, companies are tasked with balancing customer demands for access to information at any time of the day with the need to be cost-efficient given their tight budgets and the need to keep customer information secure. In the following white paper , see how solutions from Nuance can help you meet these objectives and increase your customer satisfaction. 

For additional information regarding verifying your customers identity – how this can save you money, make sure you tune into our roundtable discussion on March 25. 

In this Best Practice Series, several companies will discuss how they can help evaluate your interactive voice response systems through testing, tuning, and tools. It is important to remember that your evaluations should not only look at the IVR system in and of itself but also how it interacts with the entire network and multiple customer service channels. For additional information on putting your IVR to the test and the importance of testing, tuning, and tools, please tune into our roundtable Web event on April 8.

This month we are highlighting four speech analytics industry leaders whose technologies can help you increase customer satisfaction and retention, save costs, troubleshoot problem areas, and improve agent performance. According to DMG Consulting’ s 2008 Speech Analytics Market Report, more and more enterprises are adopting this technology due to the rapid payback timeframe of three to nine months.  Learn why these companies are respected in their field and how their applications can help increase the efficiency of your business processes.

This month’s Best Practice Series centers around customized speech solutions and how they can benefit a company’s business processes. TuVox has instilled a new program to help offset traditional costs of implementing an IVR system by speeding up the return on investment timetable. All the benefits of speech can be fully experienced by your customers while scaling back much of the initial investment that would have been required in the past. This creates a “win-win” combination on many levels for both you and your customer base.