All Posts By

Mark Beeston

speech automationCloud Contact Center, CCaaS, Remote Working, WFHIVR/Self-Service

Transforming customer service through speech automation and CCaaS

Harnessing speech automation enables organisations to increase convenience for customers, improve service levels, and boost efficiency. However, previous speech automation solutions, such as IVR (Interactive Voice Response), had significant drawbacks. They were expensive and time-consuming to implement and run. This limited their use to the largest organisations. Performance and understanding were also unpredictable, frustrating customers who gave up and preferred…
Mark Beeston
October 6, 2023