Innovative Speech Apps Deliver Value

Speech applications provide an opportunity to deliver higher value support by offering customers more options when interacting with companies. Speech applications also reduce high staffing expenses by directing more callers to complete self-service transactions. Today's customer experience professionals are evaluating innovative speech applications to create higher value activities such as identifying and extending offers to potential buyers, providing personalized services by identifying callers, and supporting callers proactively by extending information to them based on their profile and current activities. Additionally, emerging services that combine speech with video or text provide a better context for responses to smartphone and video phone users. Speech applications are an important tool for organizations faced with the challenges of reducing expenses, but they require expert design and development to be truly effective. Nonetheless, organizations that take advantage of improved speech applications will differentiate their services and improve their brand image with customers.