Speech Recognition Solutions and Services
Companies are discovering that speech recognition is helping to make the customer IVR experience a more positive occurrence. IVR self service has been around for over two decades and has been widely deployed, sometimes in a way that frustrates customers, or is difficult to use from a cell phone. Things are dramatically different with speech recognition. Creating a more pleasing and natural user interface is not only possible, but is being accomplished for many companies by The Primas Group.

The early focus of this technology was on how speech could get higher containment rates (complete the calls) in the IVR. Although this still remains a very important capability of speech recognition, another is the ability to more effectively provide caller assisted service. This capability allows the IVR to collects data to provide a call routing decision to be made, which then provides the agent with a screen pop of meaningful information (beyond just an account number or ANI). This results in higher customer satisfaction rates and lower operational costs.

The key to successful implementations of speech applications with a good ROI is deployment. Poorly implemented speech applications are not usually the fault of the speech technology itself. With proper deployment, companies (and their customers) are realizing significant benefits from speech technology.

The Primas Group offers significant speech technology experience, having successfully delivered ScanSoft and Nuance applications to major companies, such as British Airways, Kroger, Visa and Shurgard. Additionally, The Primas Group has written VXML code for several major IVR platforms. Primas can provide both natural language, or direct command, voice applications that ideally match your unique requirements. Our skills have even allowed us to help companies deploy speaker verification technology, which enables IVRs to recognize who is calling, simply from their voice.

Our experience in call centers, and our focused expertise on IVR deployment, has given The Primas Group an excellent foundation for building our speech application development practice. Through meticulous discovery, VUI design, development, usability testing and tuning of each speech application developed, we have been able to deploy systems that meet, or exceed, our customer’s technical requirements and desired business goals. Our clients who have deployed speech recognition applications are now claiming a higher than expected response and call containment rate.

Let The Primas Group ensure a successful deployment of speech recognition technology for your company.

To find out more, please contact us today.