Psytechnics Offers a Solution to Speech Recognition Hang-ups

SAN JOSE, CA - Widespread acceptance of speech recognition systems could be impeded by poor cell phone voice quality, Psytechnics has identified. The voice quality expert has found that calls from cell phones to IVR systems are often misrouted, or that callers have to repeat instructions several times to be understood, due to poor quality. The result is, at best, user frustration and, at worst, lost revenue opportunities. In response, Psytechnics is launching a strategic partner program for speech recognition vendors who want to prevent a potential backlash against their technology by integrating voice quality measurement into their solutions. Partners will have access to Psytechnics' testing tools and will be able to draw on expertise from voice quality experts. Psytechnics' technology enables IVR systems to identify and divert immediately poor quality calls to the operator, preventing callers from having to repeat requests or from hanging up altogether. "IVR systems can deliver significant cost efficiencies for enterprises with large numbers of incoming calls - but not if they alienate callers. If the customer isn't understood the first time, they'll hang up and go to a competitor," said John Winchester, CEO at Psytechnics. "Although the problem lies with cell phone networks, not speech recognition, it's the IVR vendors who suffer the consequences. By adding a voice quality dimension, speech recognition technology vendors can offer their customers an intelligent solution to the problem." According to Cahners In-Stat Group, the speech recognition software market is expected to grow to US$2.7 billion by 2005.
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