CRMXchange — Your Gateway to Enhancing the Customer Experience

Home > White Papers
PS Directory

Speech and Self Service

 Join Now

It is commonly understood that customers want access to vital information, such as a banking or cable account, without having to always interact with agents. Yet customers still need the security of the call center to ask questions and be provided with answers. Self-service solutions meet these needs 24/7 by providing customer interaction options via web or phone support, increasing loyalty to your company based on its ease of use and effectiveness.

Learn more about implementing a top support system for your company. Read how effective customer support can lead to more productive call centers. Understand how implementing an automated information center can help your company cut costs, create more up-selling opportunities, better track customers and do much more.

Learn what separates successful and inefficient Internet or phone support centers. What are the necessary elements for creating the best customer experience in your company? Find out the answers to these and many more questions by getting started with the valuable information below from industry experts. To locate companies that can provide you with this software technology click here. 

Speech and Self Service

  • Getting Speech Right
    Speech recognition powered self-service has been around and stable for many years, developing from specialized use to more generic use in all service areas. Many companies have already implemented speech recognition based self-service. Many others are evaluating its potential. The goal of these companies is not only to reduce cost, but also to improve customer service. In this paper we will share six keys to success for speech recognition based self-service. The keys capture those factors that must be considered from a business, functional, technical,1 and organizational perspective when implementing speech recognition based self-service. These keys can help you achieve better customer acceptance and enhanced ROI through a successful voice self-service implementation.  Read More...
  • Understanding the Benefits of Speech Analytics Solutions
    Speech analytics is entering the market at a period when the importance of optimizing agent time can hardly be overestimated. On one hand, contact center managers are under pressure to handle calls as rapidly and efficiently as possible; on the other, they must provide a consistent positive customer experience. There is less face-to-face contact and more communication between the customer and the business than ever before. The agent has in many respects become the human face of the organization. Cost pressures are rising, and competition is intensifying as organizations concentrate on customer service as a key differentiator.  Read More...
  • The Case for Conceptual Speech Analytics
    - Presented by Autonomy eTalk
     Market presence and stability is a critical differentiator in today’s economy. To maintain a competitive edge, businesses must be able to tap into every resource within the organization, including the customer contact center, to extract actionable information.

    Speech analytics technology processes audio information automatically and without human intervention, enabling businesses to leverage its voice interactions as a strategic asset. But to truly understand what customers are saying, organizations must look beyond legacy audio search technologies and invest in conceptual analytics that can understand the customer conversation and deliver actionable intelligence based on meaning.      Read More...
  • Enhancing customer experience: first, do no harm
    - Presented by Avaya
     Few things can cause customers’ blood pressure to rise more quickly than a bad customer service experience by phone. Frustration builds when they are forced to endure lengthy, less than helpful menus or they have to repeat information multiple times. In addition, the system may guide them to the wrong place the first time, so even when they reach the right person they may have to identify themselves yet again.  Read More...
  • How To Build A Bullet-Proof Justification For Your New IVR
    - Presented by BBN Technologies
     You know a new IVR would cut agent time and improve caller satisfaction. But getting management support and budget approval is a huge challenge. You need concrete data about your callers that shows exactly how and where a new IVR will make a difference. Unreliable "guesstimates" from vendors and consultants isn't enough. This white paper describes how to build a business case you and your company can trust. Sign in to download this white paper  Read More...
  • Help Align Contact Center Operations with Business Goals using Speech Analytics
    - Presented by Calabrio
     A number of tools are available for recording and analyzing contact center operations. One such tool is speech analytics - a valuable tool for optimizing contact center operations and for aligning contact center activities with company business goals. This report explores the benefits and strategies for speech analytics and introduces real-time speech analytics, which can actually improve customer satisfaction in real time. Explore ways in which your contact center can detect and correct problems before they become lost sales, and identify and pursue new sales opportunities before they evaporate.  Read More...
  • Speech Analytics - The Power of Simplicity
    - Presented by Calabrio
     Speech Analytics fl ags calls for review and analysis, which provides a way to mine for key calls of interest more thoroughly AND with less eff ort. Without human intervention, Speech Analytics lets a business mine all calls to pinpoint business issues or trends that require action.  Read More...
  • Speech Analytics - The Simple Definition
    - Presented by Calabrio
     In order to define Speech Analytics (sometimes called Content Analytics) accurately and generically, it is useful both to consider what it does and to look at the challenge to which it offers a solution.

    Speech Analytics delivers the ability to automatically search, identify, categorise and cross-reference recorded speech based upon what is actually being said, the spoken content of verbal interactions.      Read More...
  • Cutting Through the Noise –Comparing Contact Center Performance Management with Speech Analytics
    - Presented by Enkata
     Significant advances in the solutions to improve the performance of contact centers have been made over the last few years. Among the new solutions available, contact center performance management (CCPM) and speech analytics are receiving a great deal of attention. Both offer significant benefits to companies that operate call centers,their management and staff, and their customers.

    The challenge for many call center managers and executives evaluating these two technologies is that they both promise similar business benefits – reduced average handle time (AHT), improved first call resolution (FCR) and increased sales are justa few. However, while CCPM and speech analytics may promise similar benefits, the business problems they solve, the degree and source of the benefits they deliver, andthe deployment risks of each are quite different.

    The purpose of this paper is to put CCPM and speech analytics into perspective, so that when you’re evaluating them you have a better understanding of their respective benefits, their differences, and which solution is right for your business.      Read More...
  • Speech Analytics in the Contact Center- Solutions that Eliminate the Adoption Barriers
    - Presented by Envision Telephony
     Written by Keith Dawson, Senior Analyst for Frost & Sullivan
    Speech analytics technology has been available to contact centers for years, yet adoption remains remarkably low. How can this be for a technology that can provide such valuable and meaningful information about the customer experience, as well as the performance of agents, the center and the enterprise? Envision and Frost & Sullivan have teamed up to address these issues in a white paper that will offer you tremendous insight in to the adoption barriers and how a fresh and right-sized approach to speech analytics can eliminate these barriers for call centers of all sizes. “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw”, written by Keith Dawson, Senior Analyst for Frost & Sullivan.      Read More...
  • Assessing the Value of Speech Enabled IVR
    - Presented by Envox
     It's apparent to most anyone who calls toll-free numbers today that speech recognition is becoming a mainstream feature of interactive voice response (IVR) systems. Clearly, this technology works and is paying off for many companies and government organizations. But like any technology, voice recognition may not be a good choice in all circumstances. What are its benefits, and just as importantly, its limitations? How can you come up with hard numbers that quantify its potential value for your organization?  Read More...
  • Building a Great Customer Experience: How to Foster Intimacy and Create Value Using Self Service
    - Presented by Genesys
     By Vanguard Communications; Sponsored by Genesys
    Customer intimate contact centers engage customers, enabling companies to achieve higher levels of customer loyalty. And as enterprises strive for greater customer intimacy through personalized service, customer based sales and proactive outreach, the role of the contact center and self service change dramatically.

    This white paper examines what it takes to create a customer intimate contact center.  It examines ways that speech technologies and other self service can be used to combine high tech and high touch customer service and includes real life examples of successful, customer intimate applications and the critical steps you can take to engage and not alienate customers.      Read More...
  • Measuring IVR Performance
    - Presented by Microsoft Tellme
     An interactive voice response (IVR) platform is a sizable investment and one that requires ongoing attention to ensure it delivers positive returns. Businesses need to know which IVR investments will improve caller experiences and yield desired results. Yet, when it comes to IVR improvements, a lack of information and insight has historically stood in the way of smart, bottom-line decision making. As a result, businesses have relied on indirect metrics like containment rate to assess ROI.

    Disparate recommendations in the industry have prevented the establishment of a standard metric, but Task Completion Rate (TCR) promises to be the metric that will provide measurable insight into IVR performance, and ultimately ROI. Sign in to download this white paper to learn about Measuring IVR Performance.      Read More...
  • Best Practices in Speech Analytics
    - Presented by Nexidia
     The benefits of speech analytics can be categorized into three major areas:
    • Improve Operational Efficiency
    • Enhanced Insight into Customer Experience
    • Deepen Market and Business Intelligence
    The critical success factor to realizing these benefits is to have a proven set of best practices and understanding of the business impact of speech analytics in a given business environment.  Discover how to make the most of speech analytics for your contact center with this paper from Nexidia..
      Read More...
  • Beyond traditional Surveys: Speech analytics taps into the real Voice of the Customer
    - Presented by Nexidia
     Today, customers are telling companies exactly what they think about products, business processes and competitors in the calls taking place every day in the contact center. Customer surveys, especially those performed following a specific encounter with a company, are an important gauge in measuring customer satisfaction and reaction to company processes. But these surveys usually provide only directional information, because gaps in the survey methodology make it difficult to provide detailed information required to evaluate how customers truly feel and act.  Read More...
  • State of the art: Sentiment analysis
    - Presented by Nexidia
     Speech analytics is a growing field of science that allows users to analyze and extract information from both live and recorded conversations. it is being used effectively to gather intelligence for security purposes, to enhance the presentation and utility of rich media applications, and perhaps most significantly, to deliver meaningful and quantitative business intelligence through the analysis of the millions of recorded calls that occur in contact centers across the world.  Read More...
  • Measuring Customer Experience Over the Phone Channel
    - Presented by Nuance
     There’s no question that your contact center is a critical link between your company and its customers. But how can you tell if your contact center is actually getting the job done?
    Download our new "Benchmarking Your Customer Experience" Kit to learn how benchmarking can help you:
    * Identify outside influences affecting customer experience and satisfaction
    * Understand how you stack up against competitors
    * Pinpoint performance gaps and opportunities for improvements
    * Establish key performance indicators (KPIs) to measure against
    * Justify new technology investments and initiatives
    Benchmarking is the one process that can have the biggest impact on customer experience and revenue. It delivers the metrics you need to see the bigger picture so you can drive real improvements in customer satisfaction and identify areas to cut costs!      Read More...
  • Proactive Notification Kit from Nuance
    - Presented by Nuance
     In this free information kit, learn how proactive notifications can transform your business by cutting operating costs, adding revenue streams and—most importantly—keeping customers happy.

    Your customers do want to hear from you. In fact, staying in touch with them is key to retaining their business, improving satisfaction scores and containing costs. With proactive notifications, you can anticipate customer needs and contact them with information they want to hear, before they call you. Download the information kit to learn how proactive notifications can help you:
    --Improve key metrics like customer satisfaction, retention and loyalty
    --Cut operating costs and create new revenue streams
    --Deliver payment reminders, renewal notices, order status, appointment reminders, surveys and other important news without annoying customers
    --Leverage existing data to give customers the information they want most, the way they want it, at the time they need it      Read More...
  • Best Practices in Providing Superior Caller Experience with Speech
    - Presented by Tuvox
     A recent Gartner study indicates that most customers prefer speech to both touch-tone and the Internet for self-service. The study also revealed that if wait times were more than two minutes, callers strongly preferred using speechenabled self-service applications to speaking with a representative. This is good news for enterprises that recognize the value of automation in reducing costs. Self-service technology can also meet customer expectations for improved service and increased satisfaction. However, not all speech applications are created equal.  Read More...
  • E-LOAN’s $2 Million Annual Payback with Speech Analytics
    - Presented by Utopy
     Does my inbound sales process work? Which skills are most important in converting inquiries to sales? Who is applying these skills and who is not? When should a skill be used within a conversation to be effective?

    Since deploying speech analytics, E-LOAN, a subsidiary of Banco Popular NA, has seen a 41% improvement in sales conversion and a $2M increase in incremental revenue annually! How did they do it? Learn how E-LOAN drives measurable gains from every customer call by:

    Identifying the contributing factors to successful sales conversion
    Determining the skills that differentiate the top performers from the bottom performers
    Fine-tuning the sales process and the training program
    Coaching and measuring the effectiveness of the training on agent performance
    Evaluating new agents for advancement to sales team      Read More...
  • Speech Analytics Closes the Loop: The New Secret Weapon to Boosting Performance
    - Presented by Utopy
     Is your contact center leveraging interaction content to drive agent performance? Does your system support agent coaching and track the results of that coaching? How would your business improve with near real-time access to the voice of your customers? Download the new Frost & Sullivan white paper to find out how speech analytics closed the performance management loop for a leading contact center outsourcer.

    You'll also learn how speech analytics is transforming your traditional quality, performance and workforce management into KPI-centered, interaction-driven processes that:

    Provide you with actionable insights into both ends of the customer-agent equation
    Recommend performance-based targeted coaching for employee development
    Predict customer behavior with speech metrics as early indicators
    Create a roadmap for process refinement within and outside the contact center

    "The ability to continually evaluate and improve the underlying processes is one of the key benefits of looking inside the spoken content of the call via speech analytics. Surveys, QM and WFM determine performance over time; Speech Analytics allows a window into what is happening now, and provides the opportunity to take action to course-correct." --Keith Dawson, Frost & Sullivan Podcast 2009.      Read More...
  • “Do You Know What I Want?” Personalizing Every Call
    - Presented by Voxify
     Does your IVR provide a personalized experience to every caller? The Intelligent Customer Front Door™ is the new paradigm for using speech technology to unify cross-channel customer service. Learn how you can leverage your company’s accumulated customer interaction assets to anticipate customer needs and drive loyalty.  Read More...