Why ‘Packaged’ Speech Recognition Solutions?

Fluency’s goal is to revolutionize the way contact centers implement and manage customer self service.   Our packaged speech recognition solutions dramatically reduce deployment times and costs per customer call, provide operational flexibility and offer a choice of on-premise or hosted deployment.  

As speech recognition solutions continue to evolve, call center operations are faced with a number of choices regarding the best approach to take

• Custom speech applications using toolkits
• Templates / modules approach  
• Configurable, packaged speech solutions  
  

To-date, the high average price of a speech deployment is rooted in the fact that most are still custom developed, via vendor professional services.  Therefore, the bulk of investments in speech solutions have been confined to large organizations that have had the need for speech automation and the budgets to afford expensive custom application development work.  Over the years, the cost of custom application development engagements has decreased to some degree.  Professional services teams have become more adept at leveraging pre-built modules and templates to expedite deployment time, and as the number of speech specialists and developers has grown, hourly rates have dropped.  But custom application development still involves coding, design, tuning and integration service, none of which are cheap. 

In response, Fluency has focused on removing the complexity of application development, improving the management and reporting functions, improving analytics, and providing better integration between channels and between live agent and self-service tasks. Our product, Virtual Speech Agent (VSA), is a suite of packaged Speech IVR applications providing solutions to universal challenges in call center activities across all vertical industry sectors.

The Packaged Speech Advantage

The Fluency Packaged Speech Recognition approach offers a number of key advantages, namely:

• Dramatically reduced deployment costs and time:  pre-built applications reduce dependency on vendor professional services
  
  The Total Cost of Ownership (TCO) of a custom developed speech application is high as it requires heavy dependency on vendor professional services to make changes and upgrades to the applications over time on top of the initial costs for initial design and deployment.
  
  Our customers typically deploy in 50% of the time it takes to deploy custom apps: and that means faster time to market benefit

• Same technology  no matter how it is deployed – on-premise; hosted or hybrid
  
  We uniquely offer the same packaged speech recognition technology irrespective of how it is deployed. .  So Fluency customers can choose our packaged speech recognition solutions on-premise or hosted and know they are getting the same sophisticated software solution.  This enables customers to migrate from one to the other with ease as the business dictates and to deploy a hybrid of on-premise and hosted to cater for seasonal or campaign led demands in, for example, retail businesses, where the overflow may be handled by a hosted service
  

• A suite of ‘routine’ packaged Speech IVR applications
  
  VSA provides routine contact center interactions as standard product, with a roadmap of future functionality.   VSA maximizes the benefit of the ‘build once and deploy many times’ paradigm – commoditizing the benefit, cost and ease of speech applications deployment
  

• Customers are empowered to configure and make changes
  
  Fluency customers can make flow changes and implement new deployments without engaging in costly PS work
  

Get in Touch today to discover how Fluency’s Packaged Speech Recognition Solutions can revolutionize your call center.