Speech recognition technology and automated e-mail response were at the top of the list of sought-after technologies in a survey of 100 call center executive managers by researcher Frost & Sullivan Inc.
Twenty-eight percent of respondents cited speech recognition as their primary need, said Frost & Sullivan analyst Anthony Mulieri. E-mail response followed, with 20 percent of respondents placing it as their No. one demand.
"If you have speech recognition and automatic response, you probably can handle 85 percent of your contact center requests without human intervention," Mulieri said.
Call center executives want automated functions to battle the high turnover rates suffered at contact centers, Mulieri said. Executives want the technologies to seamlessly blend with back-end systems, according to San Jose, California-based Frost & Sullivan.
Following on the list of demands was skills-based call routing with 18 percent and workforce management with 14 percent.