Who needs to be involved in the planning, implementation, and tuning of the speech system?
Jacobs: If we are talking about the contact center, then we are talking about points where there are actual customers on the other end of the phone calling in. You will obviously need the technologist who can tell you what the technology can do, but you also need user-experience designers who understand a customer’s perspective on how things work. The problem that we have found is that most user-experience designers have a lot of experience in visual application design. The rules and shortcuts that they have come up with in that milieu don’t really work in the voice arena. It is much more difficult to present a wide array of information in a voice application than it is on screen. You need somebody who actually focuses on the user experience, not necessarily people who code applications or build the voice application themselves. Then there also needs to be the domain experts, so if the domain in this case was customer service, then you need customer service experts. Then there also nee
