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Are
Enterprises Ready to Invest Seriously in Voice Self-Service Solutions?
The phone remains the primary way companies interact with customers,
but historically speaking, touch-tone--driven self-service prompts
have had a mixed track record with users.
When you combine customer frustration over dealing with a "machine"
that has endless menu options with the resources and expense that
it takes to create an effective solution, many enterprises have
chosen to make voice self-service a lower short-term priority.
A recent Yankee Group Report titled "The Changing Role of
Voice Self-Service" shows that advances in technology and the
emergence of application standards, such as VXML, have helped to
renew interest in optimizing the phone channel, but overall, Web
self-service has received a lot more of people's attention lately.
Devon Shea, Customer Relationship Management Strategies analyst
and author of the Report points out that a complete self-service
strategy will leverage the capabilities of both the phone and Web
channels.
Ms. Shea comments that "Measuring the ROI of Web self-service
is proving to be a real challenge for several companies, thus creating
a new opportunity for vendors to show the value of emerging and
more mature voice self-service options."
This Report looks at the voice self-service market including market
players and latest technological innovations. It also provides an
outlook for the future of voice self-service including what factors
(if any) will make customer care managers view automated speech
and voice applications as more strategic.
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