Speech Solutions

Successful Speech Solutions revolve around creating satisfying customer experiences.

Dimension Data’s Speech Solutions do far more than simply automate call handling, they create an environment to enable customers to help themselves, giving you more control over the quality of the service you deliver. By integrating speech into your channel strategy, we make sure you can provide a seamless experience to your customers.

We strongly believe that choosing appropriate business and usability processes from the start leads to a more successful speech solution. Our business analysis, Voice User Interface (VUI) design and integration skills address your channel strategy to ensure consistency of service and accurate call resolution. Our Speech Solutions provide a sophisticated channel to market while leveraging existing investments in contact centres, web front-ends, Interactive Voice Response (IVR) and back-end applications.

Continued growth in call volumes and competitive pressures in the market are putting organisations under increasing pressure to provide better, more widely available and more functional customer service across all channels. Introducing a speech interface allows you to automate more complex calls and may even extend the number and types of people you can talk to.

A well-designed natural language solution can bridge the gap between your IVR, your web site and your call centre agents, offering partial automation and/or complete self-service at a reduced cost, 24 hours a day. In addition, speech recognition provides a solution that is natural and intuitive; whether customers are asking for account details, requesting travel information or seeking to contact a business colleague, it is usually quicker and easier for them to just “say what they want”.

With our extensive experience in IVR, web and contact centre infrastructure, Dimension Data works with you to create new innovative and differentiating services.

Finally, although we believe that creating robust technology is very important, if your customers do not like and do not use the system, all the effort is wasted. Effective Speech Solutions focus on the entire user experience, and rely on a thorough understanding of user behaviour and needs, creating an engaging and seamless experience. To discover if your speech applications are up to speed, find out about our Speech Self-Service Assessment.