Enabling IVR Self-Service with Speech Recognition – by Dr. Jon Anton and G.P. Paul Kowal


Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognition has been successfully applied to enable self-service through the IVR. Readers will learn: a) who the major players are in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results they can expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where they will find the biggest financial pay-back for speech recognition.


Delivery of All Books

All books ordered will be sent to the client via email with a link to the e-book, and a password to download a copy.

Meet The Authors

Dr. Jon Anton Dr. Jon Anton was an adjunct professor at Purdue University and director of benchmark research at the Center for Customer-Driven Quality. He published many books, white papers and case studies on contact center topics and was a pioneer in research of best practices in the customer contact sector. He started the benchmarking database which is now managed by BenchmarkPortal. During his career in our industry, Dr. Jon authored the following monthly publications: “The Purdue Page” in Call Center Magazine, “Dr. Jon’s Benchmarks” in Call Center News, “Dr. Jon’s Industry Statistics” in Customer Interface Magazine, and “Dr. Jon’s Business Intelligence” in the Call Center Manager’s Report. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry’s “Leaders and Legends” Award by Help Desk 2000. Continue Reading  

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