Companies should pay attention to the voice of the customer. Customers aren’t what they were 5 years ago. What companies have to do to respond to customers is also not the same. Social media tools and the growth of digital communities have given the customer control of the conversation and control over the business ecosystem. Technologies are not valuable if there is no intent on understanding what the customer is saying. Innovations in speech and other domains are useless unless they are valuable to the enhancement of the customer experience—the one that the customer owns.

Bringing Meaning and Value to Enterprise Speech

Harnessing voice information across the enteprise to impact customer service, gather intelligence, determine business strategy and minimize risk requires meaning and context.

Speech technology is moving beyond the call center and into other parts of enterprises. This naturally brings additional challenges and considerations. However, companies can learn from sophistication that is emerging in other customer-facing technologies. Hear insight from Jeffrey F. Rayport, a renowned author, former Harvard University business school professor, and the founder and chairman of Marketspace, LLC, a strategy practice that helps companies improve the way they interact with customers and markets.

The low-cost, high-value of the Software-as-a-Service (SaaS) model, which has already revolutionized the CRM market, is now making inroads into the speech industry. Hear what some of the leading SaaS speech technology vendors have to say about SaaS in the speech technology industry.