Duncan Ross

There is a growing understanding from the office of the CIO that a company no longer needs to abandon previously installed infrastructure every time a new innovation comes along. In fact, most companies are finding that they can move to the next level of functionality while retaining the value of past investments. One critical way to leverage development work and training is to voice-enable existing business applications. This is especially true in the case of customer service-oriented businesses like insurance, banking, transportation, and travel. One of the often overlooked or misunderstood customer service tools is speech technology. Thanks to a number of successful implementations by well-known transportation companies and various financial services organizations, the perception is changing and we can safely say that good customer self-service by voice is possi... (more)