Customers of all shapes and sizes find they have a need for automated speech solutions to enhance customer service and control costs, but don’t always know how to select the best technology solutions to fit their needs.

When choosing a speech technology, it’s critical to focus on the user experience and the improvement of first-call resolution. In some instances, speech enables callers to complete their tasks via self-service; but in many cases, the speech application collects information to help an agent serve the caller. So, don’t think in terms of stand-alone speech applications; think of speech recognition as a valuable user interface that should be integrated into an overall contact center solution.

Also, keep an open mind in determining whether to deploy speech solutions on-site or to go with a hosted or network-based platform. Consider capital and operating expenses, the need to support traffic spikes, business continuity/disaster recovery needs, the overhead associated with implementing and maintaining infrastructure, and the security of data.  

In the coming years, speech technology will be used more and more to deliver personalized, multimodal, mobile applications. For example, a consumer who recently purchased a new home security system may call in for assistance. An automated application within the contact center would recognize the originating phone number, validate the caller’s identify via voice authentication, query the company’s customer relationship management database to see that the new system was recently purchased, and analyze the status messages from the newly installed home security system to proactively offer help. Step-by-step troubleshooting could be delivered to the caller’s mobile device via video, and an agent could be engaged via a voice command or a touch of the screen.

To realize this vision, contact centers must overcome integration challenges. The most significant step in the right direction is the ongoing transition to IP-based infrastructure, both within the contact center and throughout the enterprise. IP systems are based on standards that promise to make it quicker, easier, and less expensive to integrate multiple systems and sources of real-time data.

Speech technology is providing a new level of flexibility and convenience. Through improved routing, up-front collection of data to assist agents, and support for self-service, speech technology can help improve first-call resolution, reduce hold times, and improve the efficiency of agents. Speech technology is indeed a powerful tool for improving customer interactions—now and in the future.

Tom Smith is senior product marketing manager for contact center services at Verizon Business. He can be reached at thomas.g.smith@verizonbusiness.com.