What are the criteria that youd use to recommend that a particular application be speech-enabled, rather than touch tone-based?
A crucial application that needs to be speech-enabled is the customer front door call steering application. The customer is greeted with “What are you calling about?” – as it identifies the caller’s query and suggests intelligent call-steering to the relevant department/agent or self service application. This stage is impossible to do effectively with touch tone. Other applications that would benefit from being speech-enabled are ‘Name & Address’ identification, Authentication & Verification, and auto-attendant. There are some cases where touch-tone can be effective, entering numbers for example. Genesys recommends a proper balance of the two and always permits a fallback to DTMF (touchtone).
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