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IVR - Voice Recognition Can Be a Huge Revenue Saver
September 20, 2012

Voice Recognition Can Be a Huge Revenue Saver

By Michelle Amodio, TMCnet Contributor

Voice recognition has been lauded for its many benefits – from faster text documentation to added security and greater accessibility for employees with strain injuries – but voice recognition has added revenue saver benefits that are often overlooked when it comes to implementation.

Healthcare IT News recently explains that there are five ways that voice recognition can seriously cut technology costs. While some are specific to the medical field, the benefits span to many various industries. In a tight economy, it behooves IT managers and decision makers to consider all revenue saving options that will not only keep money in the till, but also boost productivity amongst its workforce.

One benefit of voice recognition software use is its flexibility. Flexibility is an important feature of any technological tool, and for voice recognition, it means not being stuck with one device. Thanks to the cloud, users can share one profile without the need to plug in. This results in fewer challenges come audit time.

As far as productivity is concerned, voice recognition ranks rather high in studies for medical professionals, as they’re able to see more patients thanks to voice transcription documentation, leading to more billable hours.

Relatedly, the “voice” aspect of IVR systems provide flexibility, as call centers can set up custom menus, providing customers with a variety of routing options. Customers can also enter personal information with their keypads that can help agents provide better service when they get on the phone. Voice recognition, whether used for documentation or in the call center, is undoubtedly a productivity booster – no matter which way you slice it.

Voice recognition has its place in many industries – not just in the medical transcription field – and for the call center, it can make IVR systems better.  A better system means customers get the support they need which means customer retention, which means more revenue.

Voice recognition conversationally engages callers in a way that regular IVR can’t, so it enhances already existing IVR solutions.

If you’re interested in learning more about everything IVR, be sure to follow Plum Voice, a leader in the space, on Twitter (News - Alert) @PlumVoice.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Allison Boccamazzo

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