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 TitleDate AddedCompany
whitepaper New Speech-Enabled Telephone Banking System Will Improve Customer Satisfaction While Lowering Service and Telecommunications Costs0000-00-00 Microsoft
  Woodforest National Bank has experienced significant growth recently, particularly for in-store retail operations in Wal-Mart and grocery chains. However, Woodforest's existing Dual-Tone Multi-Frequency (DTMF) telephone banking solution was not keeping up with call volumes and customer demand for new features. In addition, the system required expensive "Switched" long distance. The bank's internal development team used Microsoft Speech Server 2004 and the Microsoft .NET infrastructure to create a new voice-enabled, language-independent Telephone Banking System solution. As a result, the bank expects long-distance charges to shrink by $10,000 per month, the time required to service common requests to decrease up to 50 percent, and customer satisfaction levels to increase.

Tags: Voice Recognition, .NET		   
whitepaper Use Accessibility Technologies to Help Patients With Disabilities0000-00-00 Microsoft
  This webcast shows how to use the accessibility technologies in Microsoft Windows XP and Microsoft Office System products to assist the patients who are blind or have low vision. See a better way to present healthcare information to these patients - by using Microsoft Narrator, which is a text - to - speech utility, and Microsoft Magnifier, which makes the computer screen easier to read.

Tags: Windows XP, Word Processing		   
whitepaper Speech Application Development: Six Steps for Creating a Speech Recognition Application or Speech-Enabling Your DTMF IVR0000-00-00 Microsoft
  Organizations of all sizes have used Touch-Tone Interactive Voice Response (IVR) systems to automate various customer-facing business processes. While these Touch-Tone IVR systems can save money, they also have inherent drawbacks such as complex menu structures and difficult caller navigation. Speech-recognition technologies can resolve many of these shortcomings. Transforming a Dual Tone Multi-Frequency (DTMF) system into a speech-enabled solution can boost automation levels, raise customer satisfaction, and increase operational efficiency. Speech-recognition technologies also open the door to entirely new applications, such as an automated address change system, that are not possible in Touch-Tone IVR systems. This paper addresses that need.

Tags: Application Development		   
whitepaper AmeriHealth Mercy Expands Access for Patients and Provides With Avaya Interactive Response0000-00-00 Avaya
  As the nation's largest Medicaid managed care organization, AmeriHealth Mercy has the awesome responsibility of serving more than one million members in four states. Critical to meeting the healthcare needs of patients is the ability for AmeriHealth Mercy's 1,500 employees to provide accurate, up-to-date member eligibility and coverage information as quickly as possible and at any hour of the day or night - and to do it cost effectively. When AmeriHealth Mercy decided to expand its self-service capabilities in order to reduce costs and improve access to information for patients and healthcare providers, the company turned to Avaya and the advanced capabilities of the Avaya Interactive Response system.

Tags: Voice Recognition, Programming Languages		   
whitepaper The Value of Speech in the Contact Center0000-00-00 Aspect Software
  Think touch-tone self-service is enough for the customers? Think again. Today's self-service technologies can do more than they used to...a lot more. This webcast shows how BrightHouse Networks is using speech recognition to automate routine calls, reduce call transfer rates by 50% and dramatically improve customer service; why customers prefer speech technology over touch-tone, and how speech is averaging a ROI in just nine to 12 months; and how to determine the impact that speech technology can have on the contact center today.

Tags: Call Center - Contact, ROI - TCO		   
whitepaper The Economics of Customer Relationships: Creating the Formula for a Superlative Customer-Centric Speech Solution0000-00-00 Nortel Networks
  When the right formula is found, speech technologies provide the business with significant opportunities to create superlative customer-centric self-service applications that enhance profitability. Innovative speech solutions allow a person to offer the most convenient, friendly and fast service possible and to go beyond touch-tone applications to open extensive avenues of customer service. This webcast presents the formula guidelines for building a successful customer-centric speech application, how to assure application usability and convenience, the best way to move from touch-tone to speech applications, what standards like VoiceXML and SIP mean for speech applications, and what new speech technologies are on the horizon and what they mean for business.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Best Practices on Calculating the ROI for Implementing Speech0000-00-00 TuVox
  This webinar will help the viewer determine how to develop the ROI for implementing speech and will review best practices in developing a business case to financially justify the project. The webinar will also help the viewer to identify the business drivers for developing a robust business case that can be used to gain budget approval and help prioritize speech applications with the most compelling ROI.

Tags: Call Center - Contact, ROI - TCO		   
whitepaper Best Practices for Speech That Can Be Leveraged From Web Strategy0000-00-00 TuVox
  This webcast will discuss the lessons acquired from corporate Web strategy that can help an enterprise develop a successful speech application strategy. Done right, speech based-self-service can improve customer service experience while dramatically reducing call center costs.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Call-Type Classification and Unsupervised Training for the Call Center Domain0000-00-00 University of Colorado
  This paper describes recent experiments in call-type classification and acoustic modeling for speech recognition in the call center domain. The paper first describes the CU Call Center Corpus, a database of human-to-human conversations recorded from an Information Technology (IT) Help Desk call center located on the University of Colorado campus and next it describes the analysis and labeling of the recorded conversations into a hierarchical taxonomy of the call types. A call-type classification error rate of 24% is achieved using a classifier based on Support Vector machines.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Lead Time Turnaround Improves by 180 Percent With IVR Solutions0000-00-00 Microsoft
  ServiceMagic is an online marketplace where homeowners can find residential contractors and home service professionals. The company needed to speed up lead turnaround time, find a more efficient way to schedule contractor appointments and match to homeowners, quickly orient new contractors and improve fee collection. The company and Gold Systems developed four powerful solutions with Microsoft Speech Server 2004: outbound dialing, automated appointments, one-to-one matching, contractor orientation/voice log.

Tags: Voice Recognition		   


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