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Speech Recognition

Advanced speech recognition functionality is fully integrated into the inContact® IVR. By enabling callers to speak their choices instead of requiring them to use touch-tone, you will make it easier and faster for them to complete tasks through self-service and be routed to the best agent to handle their request.

Along with providing premier customer service, our speech recognition can drive the following business benefits:

  • Reduce expenses
  • Manage higher call volumes
  • Increase revenue
  • Improve customer satisfaction
  • Provide a strategic competitive advantage
  • Enhance brand and image
  • Quick return on investment

How much will expenses decrease due to a speech recognition system?

Calls handled through automation are up to 10 times less expensive than calls handled by live agents. The more calls you can automate while still meeting customer needs, the better your savings will be.

Can people really self-serve through speech recognition?

Absolutely! Not only does speech recognition work, it works very well. When you make the most common needs of your customers available via speech recognition, customers can efficiently accomplish the purpose of their call. Navigating your on demand IVR will be faster, more intuitive, and easier than using a touch-tone system.

Don’t most customers get frustrated using speech recognition?

Not at all. While a few people may dislike speaking their options regardless of how well it works, most people are far more interested in completing their transaction as quickly as possible and would rather use speech recognition than wait in queue for a live agent. Regardless, inContact gives you the benefit of offering not just speech recognition but also touch-tone and live-agent alternatives.

Can speech recognition solve all my problems?

It depends on your particular scenario, but probably not. Sometimes regular touch-tone is simply a better approach for certain applications and audiences. Speech recognition can’t solve every problem, but it’s a great technology to have at your disposal for customers who need to perform routine tasks.

Does speech recognition meet customer expectations?

Speech recognition typically meets customer needs far more effectively than touch-tone IVR.

Will speech self-service impact my customer support level?

According to an Aberdeen Group benchmark study of over 300 companies, the highest priority in 2008 for best-in-class call centers was the implementation of speech self-service. Why? Because performance improvements in the following areas were experienced after deploying speech self-service:
100% - Improved performance in call abandonment rates
95% - Improved customer satisfaction
92% - Improved first contact closure rate
67% - Lowered the cost per contact