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June 2005 Volume 13, Number 5 Speech Recognition Comes of Age By Chuck Raudonis In the past few years, speech recognition IVR has advanced greatly. Accuracy has improved and caller acceptance is growing. It's quickly becoming the customer service standard. By Peter DeHaan, Ph.D. Today's speech recognition systems move beyond standard IVR and are ideal in automating basic or repetitive call center transactions. By Tal Cohen, Ph.D. IVR/speech recognition implementations fall short of expectations when call centers haven't defined goals, don't focus on user behavior, and subjectively configure applications.
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the Publisher: By Gary A. Pudles Careful planning now will pay handsomely in the midst of a crisis. |
By Jeff Fried VoIP can offer tremendous benefits, but can also be a challenge. Careful planning, controlled deployment, and ongoing testing are key to success. VoIP: Are the Networks Ready for Prime Time? By Marc Coluccio VoIP offers many benefits and intriguing possibilities, but achieving quality audio is more than buying the latest equipment. VoIP and the Mobile Professional By John Pope VoIP can allow call centers to provide enhanced services at minimal cost. VoIP and the Offshore Industry By John Sung Kim What works for offshore outsources may be the solution for your distributed call center and remote agents.
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By Laura DeHaan Knowledge about the legal restrictions of faxing and recipients' perspectives can protect you from fines and embarrassment. Case Study: SAP Making Change to VoIP By Suzanne Crow SAP AG used VoIP to slash toll charges and increase administrator productivity. By Nancy Friedman, Telephone Doctor Make sure you're innocent of committing the Telephone Doctor's top customer service no-nos. Whitepapers: From Touchtone to Speech, presented by Pronexus
OPEX Case Study: Facilitating the Competitive Advantage, presented by Amanda Portal.
Passionate Employees: The Fast Track to Revenue Growth, by Lior Arussy.
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