Fluency's Assessment for Speech Technology (FAST) contact center discovery process is designed to uncover the hidden values and benefits of self-service automation. Our holistic approach aims to build a thorough understanding of all customer telephone interactions, from up-front touchtone routing and self-service automation, through to agent handled calls and any processes that take place following call completion.

The primary objectives are to identify automation opportunities that may:

• Reduce call handling costs
• Reduce calls directed to agents
• Reduce hold time
• Improve average speed of answer
• Improve the customer experience
• Grow revenue opportunities

The key deliverables of this process are a presentation of findings to senior management showing automation opportunities and the associated business case.

The FAST engagement will involve interviews and meetings with contact center personnel in such areas as marketing, operations, strategic planning, and information technology, in order to gain an in-depth understanding of the business.  Fluency will also collect and review reports and information that could further support the exercise.