Best Practices in Deploying Speech in the Contact Center: Industry Report

Best Practices in Deploying Speech in the Contact Center

Product Type: Market Research Report
Published by: Datamonitor
Published: September 2005
Product Code: R313-11876

Description

Introduction
This brief provides a framework of best practices in deploying speech in the contact center. Due to the diversity of businesses, best practices will differ from one contact center to another. However, adhering to the 10 basic guidelines will help business managers develop their own best practices, resulting in galvanized processes, improved benchmark performance and a better customer experience.

Scope
Interviews with over 30 vendors in the voice business market.
Global contact center spending on speech-enabled IVR.
Highlights
Global contact center spending on new and add-on speech-enabled IVR systems will grow from $82 million in 2004 to $207 million by 2009.

North America accounts for more than 70% of global spending on speech-enabled IVR, and will continue to account for the majority of the market through the next five years.

Those contact centers that are investing in speech, but do not have a clear defined deployment path, are at risk of implementing a poorly designed and managed speech solution that can cause customer dissatisfaction, customer churn and ultimately revenue loss.

Reasons to Purchase
Learn a business-oriented framework for deploying speech in contact centers.
Understand the uptake of speech in the contact center market.

Table of Contents

TABLE OF CONTENTS

ABOUT DATAMONITOR 2

INTRODUCTION 4

MARKET SPENDING 4

THE TOP 10 STEPS TO DEPLOYING SPEECH IN THE CONTACT CENTER 7

Pre-planning research 8

1. Baseline 8

2. SWOT analysis 8

3. Goal formulation 9

4. Choose the right solution 10

5. Strategy formulation 10

6. Implementation and deployment 11

7. Ongoing management 11

8. Benchmarking 11

9. Awareness 12

10. Feedback 12

Conclusions 13

APPENDIX 13

Ordering and More Information

Price and Delivery Options

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