Too many companies focus on speech recognition as a strategy or a goal by itself. The result can be an expensive new speech IVR with higher annual ownership costs, but without the expected benefits of fewer transfers, more self-service and higher customer satisfaction.

New IVR and speech analytics technologies give contact centers the ability to measure what really matters, and the ability to learn the root causes of customer behavior. Measurements of IVR routing accuracy, self-service success, and dis-satisfiers encountered in the IVR provide a data-driven basis for evaluating new speech investments. And, for maximizing the value of existing speech systems.

In this session, data and experience from over 30 contact centers will be used to show:

• The key business metrics you should use to measure IVR and speech effectiveness
• How to identify and quantify improvement potential using the metrics
• How you can get the metrics without any new hardware or software.