Can Voice Recognition Answer The Call?

Rockwell, Mark
May 2004
Wireless Week;5/1/2004, Vol. 10 Issue 10, p21
Trade Publication
Discusses the issues encountered by speech recognition technology in relation to customer care applications. Reasons of customer care services for considering other options for call reduction; Advantages and disadvantages of the speech recognition technology; Opinion of wireless carriers on the implementation of the technology; Factors that influence wireless carriers to take a precautionary approach for the new technology; Applicability of voice recognition in basic information collection.


Related Articles


    VoiceSignal has unveiled the latest speaker-independent speech recognition solution on the Sendo X multimedia smartphone. The Sendo X is the first GSM phone to ship in Europe with VoiceSignal's multi-language speech recognition software. The Sendo X includes the latest features from VoiceSignal...

  • Avoid the Wrong Implementation. Halikias, Alex // Speech Technology Magazine;Mar2008, Vol. 13 Issue 2, p6 

    The article explores how technology services providers can ensure seamless speech recognition self-service to keep current customers and attract additional ones. It is important for technology providers to take a holistic view of call types which allows them to uncover other areas that can be...

  • Is Paul English Right? Hayden, Wes // Speech Technology Magazine;Sep/Oct2006, Vol. 11 Issue 5, p36 

    The article discusses the importance of proper voice recognition in automated self-service. Proactive notification systems and interactive voice response (IVR) systems help people obtain critical information quickly. With proper voice recognition, automated self-service works as quickly and as...

  • At Bell, Your Voice Is Your Password. Joe, Ryan // Speech Technology Magazine;Oct2007, Vol. 12 Issue 8, p37 

    The article focuses on the implementation of the Voice Identification Service by telephone company Bell Canada. The aim is to reconcile call center efficiency with customer privacy and security. The service is powered by the VocalPassword technology from PerSay and Nuance Communications'...

  • Speaking with One Voice. Davis, Judy // Speech Technology Magazine;Jul/Aug2003, Vol. 8 Issue 4, p25 

    Focuses on the use of speech automation and live agents in contact centers. Background on automated speech application used for customer service; Customer response to automated speech recognition; Cost considerations in speech applications; Comparison between speech automation and live agents.

  • HOW SPEECH MADE IT TO THE TOP OF THE LIST.  // Speech Technology Magazine;Nov/Dec2008, Vol. 13 Issue 9, Special section p11 

    The article deals with the speech-enabled interactive voice recognition (IVR) applications of TuVox. The applications handle calls for name and address changes, voucher redemptions and cancellation request, which allows contact center agents to more effectively help callers with more complex...

  • Autonomy Helps Contact Centers Smarten Up. Staton, Stephanie // Speech Technology Magazine;Mar2007, Vol. 12 Issue 2, p8 

    The article offers information about the Intelligent Contact Center system developed by Autonomy, a company that specializes in speech technologies. The Intelligence Contact Center allows companies to capture, process and analyze all medium of customer interactions through multichannel analysis...

  • Eckoh runs voice service for Wyevale.  // New Media Age;5/01/2003, p9 

    Focuses on the interactive voice recognition service launched by Eckoh Technologies for Wyevale Garden Centres, to remove the need for call centers. Uses of the speech recognition technology for Wyevale; Number of calls that the service can handle at once.

  • User Evaluation of a Communication System That Automatically Generates Captions to Improve Telephone Communication. Zekveld, Adriana A.; Kramer, Sophia E.; Kessens, Judith M.; Vlaming, Marcel S. M. G.; Houtgast, Tammo // Trends in Amplification;Mar2009, Vol. 13 Issue 1, p44 

    This study examined the subjective benefit obtained from automatically generated captions during telephone-speech comprehension in the presence of babble noise. Short stories were presented by telephone either with or without captions that were generated offline by an automatic speech...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics