The telecoms industry is in transition. Competition between long-distance carriers (even for local markets) along with the explosion of the wireless market in particular, means that company carriers need to be able to offer more services with greater convenience to all subscribers. Additional, value-added services are crucial to retain customer loyalty and increase the customer base and average revenue per subscriber. Obviously the continual demand for innovation further increases the difficulties facing providers who are straining to keep costs under control.

Touch-tone (DTMF) based Interactive Voice Response systems are reducing call centre costs across the board, freeing up call centre agents to concentrate on more complex, revenue generating tasks. Speech recognition technology is taking the industry to the next level. Voice-activated dialling for wireless phones and voice-activated directory enquiries, once considered a value-added service is now becoming a legal necessity in many places.

Additionally, it's ideal for handling routine services such as account management, change of address, branch location enquiries, and other requests currently processed by operators at expensive contact centres. Also, text-to-speech software is perfect for powering the voice portals that are the wave of the future, especially for wireless services, while custom personas can differentiate voice services and indirectly enhance brand equity for corporations.

Voice-driven automated services not only increase the level of customer satisfaction which will bring about retention of a solid customer base, but also bring cost savings. Routine requests are no longer handled by agents, which in turn helps bring in a rapid return on investments. Value-added services add network minutes, thus increasing revenues.

Tremendous opportunities exist in the Telecommunications industry for speech recognition solutions. The industry is changing rapidly with the convergence of local, long distance, wireless and emerging integration service providers. Telecommunications companies are using speech-enabled systems to overcome increased competition, demanding customer expectations, and significant cost pressures. Speech recognition systems are quickly becoming one of the fundamental channels by which telecommunications companies deliver content and services to their customers.

Companies can differentiate themselves and attract new customers through innovative speech-enabled Premium Services. These branded portal and personal service offerings allow companies to promote their brands and build customer loyalty. In addition, telcos can control costs and increase customer satisfaction in speech-enabled call centers. Customers can walk away from call center inquiries satisfied and delighted by the speech recognition 'wow' factor.

IP Integration provides telcos with a powerful branded voice solution that attracts and retains customers while reducing costs. With voice activated dialing, unified messaging and customized voice portals, customers can access powerful applications that generate compelling new revenue streams. Telcos can also automate routine customer care requests, such as checking a prepaid calling card balance, with an efficient self-service speech interface, and reduce reliance on live agents.

Contact us and find out how speech and IP Integration can help your businesses or organisation to improve efficiency while providing first class customer service. We can help you to find a voice for your business.

For an introductory meeting or quotations please contact IP Integration direct
on 0118 918 4600 or email us at contact@ipintegration.com