Speech&Voice Recognition technologies have reached a maturity level that can provide an increase of performance to Call Centers. Datanet Systems has implemented and developed such projects on the local market, achieving a consistent experience in these niche.
The Call Center specialists categorize Speech & Voice Recognition solutions as “a must have”, a quality confirmed by the many investigations held globally: with 44 USD millions in 2016, a 17% rise by 2020.
In general, the main arguments that confirm the increased adoption of Speech&Voice Recognition solutions are the following:
- Enhanced Operational efficiency;
- Cost reduction;
- Increased satisfaction of the end user;
“The adoption of a Speech & Voice Recognition solution in a Call center ensures a decreased workload of the agents and improves the self-service area, with results on cost savings and operational efficiency increasing possibilities. Additionally, we can see a time saving benefit for the on hold clients – a fact that generates another cost reduction – that user experience enhancement. Not to mention that, the adoption of such technology increases Call center’s level of flexibility and the reaction time to the new requests.” explains Radu Sarbu, Senior Consultant and Call Center Solutions at Datanet Systems, a company with many projects in Romanian Call Centers.
Business-like applications for Speech & Voice Recognition
Speech&Voice recognition solutions are a response to many common requirements of the companies that activate in this area:
Simple information reply – In many cases, customers approach a call center services for quick answers, asking for simple information from various databases. In such cases, a speech recognition solution allows the incoming calls to be solved without involving an agent. The application automatically identifies the request, by detecting the keywords and sets the answer to be delivered. “For example, if an operator of transport services, requests for information about flight departure/arrival times it can be filtered by destination, the answer is provided automatically. The result – increased response speed and a reduced workload level of the agents” explain Datanet specialists.
Fast-forwarding Calls – The holding call time spent by a client before he’s answered is directly influencing his level of satisfaction. When he’s being served by an agent that cannot solve his request, the situation is dramatically affected. In these cases, the Speech Recognition solutions are very efficient: the person who calls can be directly redirected to the self-service department or it can be asked to say what his request is. By identifying the intention of the caller, the call is forwarded in a matter of seconds to the agent/department who can give the answer to his questions.
Automatic Caller ID – The Voice Recognition systems is registering an accelerated adoption in the area of the institutions that operate under protection data. “The voice recognition solutions establish the caller identity by using <<voice biometrics>> technologies. The usual method is represented by the initiation of a password that was previously registered by the client, who has to say it when initializing any authentication. The Voice Recognition project implemented by Datanet in the financial area has proved that using such solution reduces drastically the necessary time needed for the client’s identification, who is no longer forced to follow the classic authentication pattern: name confirmation, address, contact person, password, etc.” explains Radu Sarbu.
IVR MENUs Flexibility – Elaborated IVR menus, which require multiple selections are not preferred by customers but tolerated. Speech Recognition applications can effectively replace these unpopular systems. “A classic IVR system is static, the pace of menus “refreshing”, of options and messages, is slow. Speech Recognition solutions integrated with Text-to-Speech applications increase the speed of response and reaction to new problems. Once a new type of request has been identified, it can be quickly created response scenarios, the caller receiving the information without having to select other options. For example, a utility service provider that has a delivery problem can create a response within a few minutes with Text-to-Speech solution to provide information about the cause of the interruption, the affected area and the rectification schedule. By using the Speech Recognition solution, it can be identified the type of problem raised by the appellant, the answer is automatically delivered“, detailed Radu Sarbu.
The advantages of working with a system integrator
By integrating applications and databases within companies’ infrastructure, Speech & Voice Recognition solutions can help create new services with added value, developed on the specific needs of each organization. For example, in a bank, Text-to-Speech solutions allow the development of “Collecting” services, to remind customers’ payment terms. In a clinic, the speech recognition solutions can be used to schedule telephone consultations, the Text-to-Speech applications are used to create a confirmation/reminder service, while the Voice Recognition is used to deliver confidential data (such as laboratory test results). These services improve the end customer experience, but can also be used to increase sales, improve service activity, etc.
The fructification of these opportunities implies collaboration with an experienced system integrator, like Datanet Systems, who has the advantage of a solid expertise in this field and partnerships with the main Call Center solution suppliers. “We have made many implementations in Call Centers and we are very aware of the specific challenges in the field. The knowledge and the expertise we achieved allow us to dynamically adapt – we design the solution according to the client’s requirements and adjust it depending on the specific of each case. We develop for our clients a complete package of solutions that ensures the operational independence and flexibility that they need.” says Datanet specialist. To materialize these projects, Datanet uses Nuance Recognizer solutions, one of the main Speech&Voice Recognition leaders on the market.
To achieve these projects, Datanet Systems uses Nuance Communications solutions, one of the market leaders in Speech & Voice Recognition. The application portfolio includes Nuance Recognizer, Vocal Password, and Vocalizer solutions (Nuance solution for Text-to-Speech), which stands out for its increased flexibility and accuracy in recognizing voice messages, the “understanding” of the Romanian language being very good. Nuance Communications solutions can be easily integrated and centrally managed, reducing management and operation effort.
With the help of applications, competencies, and experience gained in this niche area, but also in the field of unified communications systems and infrastructure, Datanet Systems ensures the achievement of the objectives of increasing operational efficiency and reducing costs in the Call Center.
For additional information about the Datanet portfolio of products for call center infrastructure and for price offers, please write to us at firstname.lastname@example.org.