August 18, 2008

Dimension Data’s report about Speech Self Service perception gap between consumers and vendors

This insteresting 2007’s summer study published by Dimension Data (in collaboration with Cisco) on the perception gap between “vendors” (developers, system integrators, voice application developers, and speech technology vendors) and “consumers” of speech-enabled self service solutions helps better understanding the business opportunities with IVR. Conclusion, we need to listen more about user’s requirements and needs before building a speech self service. Of course, that may not be a revelation to anyone who seriously engages in voice user interface design. IVR cost-saving is welcome for users Deploying cost saving solutions where there is a benefit to consumers is a positive factor. 21% of consumers that see call centres aspiring to deliver quicker and efficient service as the main reason for the deployment of automated solutions. Most important benefit of using IVR is 24×7 service What do you think is the most […]