Research Article | OPEN ACCESS
A Study to Increase the Quality of Financial and Operational Performances of Call Centers using Speech Technology
1R. Manoharan, 2R. Ganesan and 3D. Venkata Subramanian
1Research and Development Center, Bharathiar University, Coimbatore-641 046, India
2Sri Venkateswara College of Computer Applications and Management, Coimbatore-105, India
3Saveetha School of Engineering, Thandalam, Chennai-602 105, India
Research Journal of Applied Sciences, Engineering and Technology 2015 10:862-868
Received: November ‎19, ‎2014 | Accepted: January ‎8, ‎2015 | Published: April 05, 2015
Abstract
Everyone knows technology and automation are not the solutions to every business problem. But when used for the right reasons-and deployed and maintained wisely-speech based contact center applications can be good for the customers as well as business, if the money and time spent to implement and maintain contact center business. Speech based application is an experimental conversational speech system. Experience with redesigning the system based on user feedback indicates the importance of adhering to conversational conventions when designing speech interfaces, particularly in the face of speech recognition errors. Study results also suggest that speech-only interfaces should be designed from scratch rather than directly translated from their graphical counterparts. This paper examines a set of challenging issues facing speech interface designers and describes approaches to address some of these challenges. Let us highlight some of the specific constrains involved in this process of using speech technology in the main stream of business in general and of a Call Center specific and being resolved through the Industrial process. So the real challenge is “Developing a new Business Process Model for an Industry application, for a Call Center specific. And that paves the way to design and analyze the “Financial and Operational performance of call centers through the business process model using speech technology”.
Keywords:
Call center operations , cost reduction, QoS , SEL , speech user application,
Competing interests
The authors have no competing interests.
Open Access Policy
This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.
Copyright
The authors have no competing interests.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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