Service Oriented Architectures (SOAs) and Speech in the Contact Center
In a recent article by Brian Garr about Demystifying Speech in the Call Center (CallCenterTimes.com), he points out that Service Oriented Architectures (SOAs) will help bring speech recognition to the call center.
It is true that the utility of service across all channels, web and telephony, will impact the effectiveness of the information that is delivered - there is still a problem with more complex and lengthy directed dialog interactions. Jupiter Research points to a trend that shows when users cannot answer a question online that they turn to the phone for answers. Jupiter also shows trends that IVR adoption will only partially quell the tide of live contacts - pointing to the fact that users want a live contact.
In order to make speech work with the majority of phone interactions, companies will need a "safety net" when deploying self service through voice applications. What if speech applications were able to more closely mimic a live interaction and be able to leverage SOAs for more complex directed dialog interactions? That is what we're working on and have been successful with at Spoken. If you are interested in learning more please contact me at 425-679-0696 or go to www.Spoken.com
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It is true that the utility of service across all channels, web and telephony, will impact the effectiveness of the information that is delivered - there is still a problem with more complex and lengthy directed dialog interactions. Jupiter Research points to a trend that shows when users cannot answer a question online that they turn to the phone for answers. Jupiter also shows trends that IVR adoption will only partially quell the tide of live contacts - pointing to the fact that users want a live contact.
In order to make speech work with the majority of phone interactions, companies will need a "safety net" when deploying self service through voice applications. What if speech applications were able to more closely mimic a live interaction and be able to leverage SOAs for more complex directed dialog interactions? That is what we're working on and have been successful with at Spoken. If you are interested in learning more please contact me at 425-679-0696 or go to www.Spoken.com
