How do you think outsourced call centers impact the customer experience versus speech self-service?
A. It’s not an either/or situation. Automated voice and attended voice are simply two channels out of many. Automation can be great or horrible. Outsourcers can be great or horrible as well. One of the issues with outsourcers is that companies often lack sufficient visibility into their day-to-day performance—or they can’t smoothly escalate issues from an outsourced first tier to an internal second tier. Here again, RightNow has proven to be very effective by enabling companies and their outsourcing partners to share a common set of applications, so there is far greater transparency in the way customer calls are handled. Q. What impact do you feel upfront costs have on the speech industry’s market penetration? A. They have a negative impact on the acceptance and penetration of speech. Obviously, if budgets are tight and buyers are unsure of their near-term ROI, adoption will be inhibited by upfront costs. And where there has been reasonable ROI, it typically has not been achieved very
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