Delivering Cost Savings and the Best Customer Experience: Speech Versus DTMF
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Overview: Now a days one of the topic of ongoing debate for many companies is basically that the issue of providing customer care using solutions built with speech recognition technology versus DTMF (i.e., touch-tone)-based systems. Companies that have not deployed speech believe that their current customer care strategies that rely on DTMF-based IVR systems are already providing sufficiently high automation and self-service rates; they remain skeptical that the addition of speech recognition would yield sufficient incremental benefit to justify the investment. The purpose of this is to demonstrate the emergence of speech recognition and its advantages relative to DTMF.