Enhancing The Call Experience For Speech Applications


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Speech is one of the few technologies that has the potential for enhancing telephone self-service. The technology, if used properly, provides motivation for significant upgrading of existing self-service installations. According to ASR News, the speech market will continue to grow at a healthy clip, as illustrated in Figure 1 below.

Figure 1 – Telephone Self-Service Usage Projections (Billions of Minutes)

In 2010, the total self-service installed base was 8.6M ports worldwide. Figure 2 shows the geographic breakdown for these port deployments.

The projected CAGR for this market for 2010 – 2015 is 7.3% with the outsourced sector leading the charge. Virtually every enterprise has installed some form of telephone self-service. Additionally, in 2010 there were:

• A total of 889,640 self-service port shipments, of which 79.54% were for the Customer Premise Equipment market.
• A total of 75.9B DTMF self-service inbound call minutes worldwide with Financial Services being the segment leader at 18.76B minutes.
• A total of 14.98B Speech self-service inbound call minutes in worldwide with Financial Services again being the segment leader with 4.16B call minutes.

Get the White Paper here: http://www.customerthink.com/paper/enhancing_the_call_experience_for_speech_enabled_voice_applications

Daniel O'Sullivan
CEO, innovator and technologist in software engineering and product development. Created and implemented Adaptive Technology and Fastrack Software products that have optimized over 1.5 Billion self-service phone calls worldwide and saved clients over $100M to date. Electrical Engineering undergrad with a Masters in Computer Science. Lucent/Bell Labs alumni. Winner of worldwide eco-design project and received several patents. Currently CEO of Software Technology Partners.Focus: Business Development, Technology Partnering, Mobile, Web and Cloud Technologies and Human-Computer Interaction.


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