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Speech recognition tops call centre wish list

Speech recognition technology and automated e-mail response were at the top of the list of sought-after technologies in a survey...

Speech recognition technology and automated e-mail response were at the top of the list of sought-after technologies in a survey of 100 call centre bosses by research company Frost & Sullivan.

Twenty-eight percent of respondents cited speech recognition as their primary need, said Frost & Sullivan analyst Anthony Mulieri. E-mail response followed, with 20% of respondents placing it as their number one demand.

"If you have speech recognition and automatic response, you probably can handle 85% of your contact centre requests without human intervention," Mulieri said.

Call centre executives want automated functions to battle the high turnover rates suffered at contact centres, Mulieri said. Executives want the technologies to seamlessly blend with back-end systems, according to California-based Frost & Sullivan.

Next on the wish list was skills-based call routing with 18% followed by workforce management with 14%.

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