In fact, agent employment can be enhanced by removing them from routine tasks and focusing them on high value interactions and sales opportunities. They can also perform tasks that require a uniquely human approach that technology can t achieve. Despite the initial costs of investing in automation, it is well established that the cost differential between providing customer service with live agents and automated solutions is significant. Experience shows the average system pays for itself within a matter of months, with some systems actually returning its investment within a matter of weeks. Speech enhances service by automating complex tasks.
Speech allows faster interaction.
Speech improves customer acceptance of automation. Speech improves productivity for business and customers. December 1998 Table of Contents Richard Rosinski is the executive director, Advanced Speech Processing Business Development Unit at Perphonics Corporation. He can be reached at 4000 Veterans Memorial Highway, Bohemia, NY 11716. Us Copyright 1996-2000 Advanstar Communications.