Wednesday, July 23, 2008

It's time again for the Cisco/ Dimension Data Speech Survey

I thought last week that I'd get more time to blog this week. Looks like I was wrong. I'm still planning on writing this post on homeshoring, but it may be tomorrow while I'm waiting at the airport before I get the chance.

In the meantime, it's worth mentioning that it's time again for the Cisco/ Dimension Data Speech Survey. This got lots of interest last time round (see my past post: Dimension Data/ Cisco Speech survey ) and the results were widely viewed webinar on CRMxchange (still available for viewing when I checked today). The survey highlighted the difference between what vendors think and consumers think of speech automation. Vendors, for example, tend to underestimate why consumers will accept automation (such as to avoid offshore). They also overestimate things like the ability of speech automation to partially meet callers needs and underestimate its ability to meet all needs for some callers.

If you're interested in participating, please do, and you can take the survey here. Results will be made available to all those who participate.

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