October 4, 2004
Speech Helps Boost Phone Self-Service
Design Best Practices For Realizing The Benefits Of Voice User Interfaces
by Moira Dorsey
with Bruce D. Temkin, Nicole Belanger, Elizabeth Backer
Executive Summary (This is a document excerpt)
Interface design best practices can improve any phone self-service interface. But speech interfaces have advantages over touchtone in terms of the types of interactions they support and the resulting business benefits. However, this added sophistication leaves even more room for error — making disciplined application of a user-centered design process applied by trained interface designers critical for success.
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Forrester interviewed individuals at more than 20 vendor and user companies who have designed and deployed speech interfaces for phone self-service, including: Apptera, Aspect Communications, Avaya, BeVocal, Edify, Genesys Telecommunications Laboratories, IBM, Intervoice, Nuance Communications, ScanSoft, Syntellect, Tellme Networks, VoiceGenie Technologies, and voicepartners. Related Research Documents
July 19, 2004, Forrester Big Idea
March 18, 2004, Best Practices
March 1, 2004, Market Overview
June 25, 2003, Best Practices
December 29, 2003, Brief |
Speech Interfaces Improve Phone Self-Service Results
Speech Interfaces Can Increase Usability . . .Find Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents. |
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