Speech is not a universal fix for all customer service or mobile communications needs. Successful adopters of speech asked the right questions and were smart in choosing the right application of the technology that delivered the greatest business benefit. Our speech customers have identified the top five considerations for planning a move to speech: Determine which applications will deliver the greatest customer and business benefit and select specific metrics for success. Investigate design, development and deployment alternatives. In-house or outsourced? Premise-based or hosted? Determine which standards help maximize use of existing IT and contact center investments. VoiceXML, SIP, MRCP, and Web Services should all play a role in your choice. Determine which platform is consistent with your enterprise communications strategy. Select a vendor that best supports your move to VoIP. Select a vendor with a strong ecosystem of expert partners and proven leadership and experience in integrating voice and speech communications technology.
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