Wednesday, April 11, 2007
Datamonitor prediction on speech and call centres rings true
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Datamonitor prediction on speech and call centres rings true
by Arif Mohamed, Tuesday 13 March 2007
Research from analyst Datamonitor three years ago predicted that speech-enabled self-service technology will compete with offshore contact centre customer service agents.
Today, its prediction seems to have come true as Lloyds TSB, the British bank announced its decision to close its contact centre in Mumbai, India which typically handles overflow calls, owing to the widespread use and success of its automated speech-enabled phone self-service system which has eliminated the need for additional agent capacity.
Read the full report from here @ Computer Weekly
Other topics / terms mentioned in the article: Offshoring; speech self-service; customer care; speech technology; Dell’s recent expansion into Philippines
Click on the labels below for more posts on those categories
See also outsourcing updates for related categories: IT, Computers & Software, India, UK, Customer Support
Datamonitor prediction on speech and call centres rings true
by Arif Mohamed, Tuesday 13 March 2007
Research from analyst Datamonitor three years ago predicted that speech-enabled self-service technology will compete with offshore contact centre customer service agents.
Today, its prediction seems to have come true as Lloyds TSB, the British bank announced its decision to close its contact centre in Mumbai, India which typically handles overflow calls, owing to the widespread use and success of its automated speech-enabled phone self-service system which has eliminated the need for additional agent capacity.
Read the full report from here @ Computer Weekly
Other topics / terms mentioned in the article: Offshoring; speech self-service; customer care; speech technology; Dell’s recent expansion into Philippines
Click on the labels below for more posts on those categories
Labels: call-centres, call-centres-india, call-centres-it, call-centres-trends, call-centres-uk, speech-technology, technology
PermaLink - Datamonitor prediction on speech and call centres rings true posted by Ecacofonix : 7:40 AM
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