Speech Applications in Contact Centers - TCO Analysis

Published by: Frost & Sullivan

Published: Jan. 18, 2008 - 21 Pages

Table of Contents

1 SPEECHIFYING: COST FACTORS IN SPEECH SELF-SERVICE

Introduction

Introduction

Definitions

Why TCO Is Not Appropriate

The Development Models

Models Galore

Custom Development

Packaged

Packaged But Customized

The Delivery Models

On-Premise Delivery

Hosted Delivery

The Intangibles

Other Factors

The Unspoken Factor: Efficacy

Abstract

Automated speech applications in customer service and support environments have a reputation for being expensive and difficult to implement. In this whitepaper, we will discuss why a straightforward total cost of ownership calculation would not be appropriate for this technology—and, in fact, why it is not even truly possible. Additionally, we will cover the various models for creating automated speech applications, as well as the various models for delivering and managing those applications.

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