Using Voice Site Technology to Automate Business Processes
Executive Summary
Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. While estimates remain bullish for the industry, the mass market potential of prevailing solutions remains limited by numerous factors, including high up-front costs, complex implementations, and lengthy deployment times. Moreover, lack of focus by speech vendors on highly repeatable applications has limited the sales channel for speech and left millions of potential customers out of the market. The well-known potential of speech applications coupled with these market imperfections has created a unique opportunity for a new technology: Voice Sites.
Because of their ability to utilize existing technology infrastructure, Voice Sites represent a radical new approach to the creation, deployment, and management of speech applications that will make these applications as powerful in automating business processes as the Web.