Optimizing Investments In Speech Applications

To support investments in speech technology for customer support, IT operational managers need to demonstrate the financial benefits in making this upgrade. Successful deployment of speech applications promotes higher customer satisfaction and fosters a higher transaction completion rate than touchtone prompts. However, not all speech applications deliver on these goals. By looking at how companies deploy speech applications that are effective and promote positive returns, firms can deploy speech solutions that deliver on their promise. Implementing quality speech applications requires IT professionals to adopt best practices prior to and during deployment to achieve the full potential for improving customer service and delivering a positive return on investment (ROI). This report also provides case studies from United Parcel Service of America (UPS) and Pacific Gas and Electric (PG&E) to highlight the best practices that these companies used to successfully improve customer satisfaction and deliver solid business benefits with speech applications.