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Prologix Software Solutions Pvt. Ltd. |
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THIS MONTH’S FOCUS: SPEECH TECHNOLOGY IN CALL CENTERS |
Newsletter November, 2004 |
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Prologix presents: Milli The First, high quality Indian Accented English Text to Speech voice on the Vaachak platform
Enables clear read out of all Indian names and addresses
Ideal for: Directory Assistance Solutions for enterprises/ carriers GIS solutions e.g. ATM/ Restaurant/ Petrol station locators Auto Attendant solutions Telematics solutions
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Welcome to the November Issue of the Prologix Newsletter
The domestic Call Center
Industry in
Growing at a blistering rate of 60-70%
annually, this sector has even beaten the Indian IT sector that has often
been touted as
Growth in any industry also comes with its own set of challenges. In an industry so rooted in constantly improving communication technologies, one of the biggest challenges is how to protect investments made in technology from obsolescence. At the same time, there is a need to continuously innovate to offer better customer service through the use of upcoming technology. Often, customers may choose to adopt new ways in which they get support, necessitating a complete relook at customer interaction models followed by the industry.
The increasing sophistication of Speech Technology is one such phenomenon that has the potential to significantly alter the characteristics of this industry. Speech Technology can help customers get around the hassles associated with standard touch tone based input, resolve their queries faster using a natural interface, and not have to wait endlessly for overworked call center agents to take their call.
For contact centers, speech technologies can help in significantly reducing the cost of service while providing a smoother, 24X7 interface. Truly a win-win proposition.
As part of this series, we have always attempted to introduce our readers to the technology that we must watch out for that has direct relevance to the work we do and the potential to impact it strongly in the near future. In this issue, we focus on the Business Process Outsourcing world and present two brief stories highlighting how Speech Technology has started playing an important role in current call center infrastructure. The threat to Offshore Call Centers is particularly relevant to Indian BPO companies who will need to increasingly figure out a way on how they can best adopt technology to their advantage.
Happy
~Editor
In this month issue: § Speech Technology threatens Offshore Call Centers…more § VoiceXML is gaining popularity as a way for corporations to offer voice services…more |
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Speech Technology Threatens Offshore Call CentersDatamonitor, A new Datamonitor report presents the argument
that speech-enabled self-service technology will compete with offshore call
center agents. The research shows that speech automation provides a more cost
effective approach than outsourcing for servicing low-level customer service
transactions. Datamonitor estimates that over 95 percent of communication in
call centers occurs over the phone. The report, "Voice Business in
Regional Perspective: The Americas" reveals that when compared to one
handled in the domestic market, a call center in an offshore location, like
India, saves a US company approximately 25% to 35% per transaction -
significant savings. However, a call serviced through speech automation costs
approximately 15% to 25% of the cost of a call handled by an agent in Currently, offshore call center agents deal with low level transactions, while higher level transactions are typically handled by local agents. This has led to a sharpened focus among enterprises on improving and automating phone-based transactions through speech recognition technology. Spend on speech-enabled self-service technology in North America will more than double from $480 million in 2004 to $1.2 billion by 2008.The need to improve customer service, reduce costs and increase top-line revenues has not only spurred investment in offshore call centers but is also driving investment in speech-enabled self-service technology. Spend on speech-enabled
self-service technology in But businesses can still reduce costs, improve bottom line results and increase customer satisfaction through the use of speech automation. While the offshore call center movement will continue through 2008, businesses are likely to evaluate the areas in customer relationship management where they can automate with speech technology. "Companies that have offshore call center operations can further reduce costs with speech, but companies that are looking to expand offshore may find more overall value by staying onshore and implementing a speech self-service solution," concludes this report. |
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We have tracked the VoiceXML standard and have ensured
compliance with the most current W3C approved version of the standard at all
times. We have also successfully licensed our VoiceXML interpreter to
customers in Prologix also works actively with customers at helping them make their IVR toolkits compatible with VoiceXML. We also help enterprises cut development costs and time associated with development and deployment of VoiceXML based speech applications. |
VoiceXML is gaining popularity as a way for corporations to offer voice services.InformationWeek, By Tischelle George VoiceXML is gaining popularity
as a way for corporations to offer voice services. Improved Speech Technology
has created a cost-efficient method of automating call center operations and
providing mobile workers with access to corporate data while on the road. A standard that was created
under the W3C, VoiceXML is to speech what HTML is to text – a standard,
user friendly scripting language that can allow easy creation of voice
applications. VoiceXML compatibility does away with the need for extensive
programming knowledge and familiarity with multiple proprietary IVR
technologies. The most popular use of VoiceXML by businesses today is being seen in call centers. Today Enterprises want to automate customer care processes so that callers never have to speak to a live person. This is done easily using VoiceXML enabled technology. Other business uses of VoiceXML include telephone systems that enable employees to retrieve benefits and other corporate intranet data via voice prompts, workers who bill by the hour to input time and expense information into a Web application via telephone or mobile phone, sales force workers using the phone to access customer data, address book information, etc. VoiceXML, the newly adopted open
standard that makes voice-activated retrieval of information possible, is gaining
popularity as a way for corporations to offer voice services because it is
less complex to manage from an IT perspective. Organisations have started
realising the problems and costs associated with getting qualified IT workers
to update automated call center applications on a traditional interactive
voice response system because so few technicians are familiar with the
system. VoiceXML eliminates that problem because an internal employee with
good XML skills can work on the call center applications and thus save the
business precious time and effort. |
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For further Information:
Vinamra Agarwal V.P. Business Development Prologix Software Soltions Pvt. Ltd. 8th, KM, Faizabad Road, Ismailganj, Lucknow 226016 Tel: +91-522 3097514 Fax: +91-522 2721381 |
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