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When he’s being served by an agent that cannot solve his request, the situation is dramatically affected. The result – increased response speed and a reduced workload level of the agents” explain Datanet specialists.įast-forwarding Calls – The holding call time spent by a client before he’s answered is directly influencing his level of satisfaction. “ For example, if an operator of transport services, requests for information about flight departure/arrival times it can be filtered by destination, the answer is provided automatically. The application automatically identifies the request, by detecting the keywords and sets the answer to be delivered. In such cases, a speech recognition solution allows the incoming calls to be solved without involving an agent. Simple information reply – In many cases, customers approach a call center services for quick answers, asking for simple information from various databases. Speech&Voice recognition solutions are a response to many common requirements of the companies that activate in this area: Not to mention that, the adoption of such technology increases Call center’s level of flexibility and the reaction time to the new requests.” explains Radu Sarbu, Senior Consultant and Call Center Solutions at Datanet Systems, a company with many projects in Romanian Call Centers.īusiness-like applications for Speech & Voice Recognition Additionally, we can see a time saving benefit for the on hold clients – a fact that generates another cost reduction – that user experience enhancement. “The adoption of a Speech & Voice Recognition solution in a Call center ensures a decreased workload of the agents and improves the self-service area, with results on cost savings and operational efficiency increasing possibilities. Increased satisfaction of the end user.In general, the main arguments that confirm the increased adoption of Speech&Voice Recognition solutions are the following: The Call Center specialists categorize Speech & Voice Recognition solutions as “a must have”, a quality confirmed by the many investigations held globally: with 44 USD millions in 2016, a 17% rise by 2020. Datanet Systems has implemented and developed such projects on the local market, achieving a consistent experience in these niche. Speech&Voice Recognition technologies have reached a maturity level that can provide an increase of performance to Call Centers.
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