Traditional automated response systems (ARS) accept input through touch-tones. Also known as Interactive Voice Response (IVR), these systems present the caller with a series of choices from which he or she can select. The choices made at any point in the call dictates the choices that are presented next. Speech-enabled systems, however, can accept human language commands through speech recognition technology.

 

Unlike touch-tone based services, speech recognition can handle more sophisticated tasks and requests based on the application design.  Instead of extensive menu trees, callers use the power of their own voice to more easily make requests or complete self service transactions in a user friendly and intuitive way.

 

Today's businesses are leveraging speech recognition technologies for their contact center to speed access to information, improve responsiveness, and make the caller's experience as friendly as possible.

 

To read more about speech-enabled systems and how they are used in the call center, go to http://www.avaya.com/speech.