Customer Relationship Management

 

CRM 2002 Vendor Guide - Voice Technologies/Speech Recognition

 

Introduction

CRM Application Suites

Marketing Automation Vendors

Sales Application Vendors

Customer Service and Support

CRM Telephony and Infrastructure Providers

Voice Technologies/Speech Recognition

Integration Brokers

 

 

Voice Technologies/Speech Recognition

 

Speech recognition enables new applications, functions and additional users, and increase the overall automation rate for customer service. This has particular impact on customer service applications with complex data-entry requirements or those used by mobile users needing hands-free requirements. It can also impact the call duration rate, which reflects the amount of time it takes for callers to complete a call. In some cases, speech recognition allows the call duration rate to be shortened significantly, possibly by several minutes for complex operations. This results in lower toll-free line costs and can represent significant savings for high volume (i.e., high call rate) environments. For more on this critical area, see Research Note DF-15-5012, "Speech Recognition Self-Service — Playing to Win," 11 March 2002. The main categories that Gartner follows are:

 

·         Speech engine vendors

·         Speech platform vendors

·         Speech application vendors

·         Outsourcers or application service providers (ASPs)

 

Although overlap exists between them, they are still distinct functions. Leading vendors in each group are:

 

 

Source : Gartner

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Updated on July 2, 2003

 

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