5.05.2005
Robots and speech
IBM, Cisco link speech products
From the article:
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From the article:
- IBM and Cisco Thursday announced plans to link some of their voice products to make it easier for organizations to develop and deploy self-service speech applications. The two vendors have been working to integrate IBM’s WebSphere Voice Server and Cisco’s Customer Voice Portal and expect to deliver a combined offering by midyear.
Organizations increasingly are looking to provide speech-enabled applications that let customers conduct transactions automatically over the phone instead of requiring help from a live customer service agent. One goal is to alleviate traditionally high labor costs in call centers. IBM's Business Consulting Services division estimates labor-related expenses -- such as payroll, staff turnover, training and retention -- can comprise 75% of call center costs.
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