DELIVERING COST SAVINGS AND THE BEST CUSTOMER EXPERIENCE: SPEECH VERSUS DTMF
The purpose of this white paper is to demonstrate the emergence of speech recognition and its advantages relative to DTMF. Specific topics addressed are:
• Rapidly increasing investment in speech recognition-based solutions compared to
DTMF-based solutions.
• Continued dominance of the phone as the most preferred customer interaction channel.
• Cost savings, improved caller experience and greater customer satisfaction are the
key reasons for replacing DTMF systems with speech recognition-based solutions.