 |
|
|
|
|
| |
Speech recognition technologies and applications enable companies to significantly reduce operating costs and can cut the cost per call from approximately $15 down to $0.20. The use of speech technologies increases the level of customer satisfaction with 80% of consumers indicating they are satisfied with their experience with speech. Unique speech applications enable companies to brand and build new services that differentiate and create potential sources of new revenue. With speech a company can enhance the customers interaction with the company which is the key to bottom line growth while controlling top line costs.
- Customer Experience and Satisfaction
Recent studies show that customer service is the most important initiative for more than 65% of enterprises in 2002 – DMG Consulting 2003
Speech recognition technologies coupled with an understanding of what customers need and want, makes creating a positive customer experience more attainable than ever. Speech is efficient, convenient for customers, and is relevant and personalized. It’s also an engaging and natural way for customers to interact with your company
- Cost Savings through Reduced Operational Costs and ROI
According to the analysts at Cahners In-Stat and Giga Information Group, the average cost per call handled by call center agents ranges anywhere from just over $2.00 to more than $15.00. With speech technologies that cost can be cut to 20 cents or less per call.
- Revenue Generation
Revenues from voice-driven services accounted for roughly $770 million in consumer spending in 2002 and are expected to grow to approximately $27 billion in the future, according to The Kelsey Group.
Transaction fees from voice-enabled commerce drive revenue as well. Many companies are implementing voice commerce systems to further automate their online, catalog and telemarketing organizations. These services are potential new sources of revenue that through subscription fees, incremental network usage, and transactions contribute to the bottom line.
|
|
|
|
|
|
