Touchtone vs speech solution

In spite of the introduction of speech recognition systems and customer service improvements over the years, many contact centers continue using touchtone menus. Navigating touchtone menus can be frustrating for callers, especially when they are connected to the wrong place or blocked from reaching an agent when really needed. Forward-looking companies try to optimize interactions, working to provide greater ease of access to information, services, and people.

Touchtone self-service systems can not meet customer expectations when they have complex issues. These systems’ disadvantages are:

  • Automated identification
  • Inefficient routing of calls that result in speaking with multiple agents
  • Long menus
  • Inaccurate information
  • Difficulty in inputting information, such as account numbers and names

There is a growing demand for usable applications that make it easier to quickly resolve issues. Speech solutions are playing an increasingly crucial role in defining the customer care experience. More and more companies are investing in speech-based self-service solutions to provide 24x7 access to information, transactions, and customer service. Relying heavily on speech recognition, these solutions

  • drive higher business performance;
  • increase automation rates;
  • enable more efficient phone-based interactions;
  • improve customer satisfaction.

Today speech-based systems can effectively ignore background noise, significantly improving speech clarity. They also deliver more accurate natural language capabilities. The result is an improved caller experience, shorter call times, fewer misrouted calls, and higher automation.

 

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