In today's competitive environment, businesses are investing in technologies that not only improve customer service but also provide the greatest possible returns through cost reduction and workforce productivity gains. For many of these businesses, the contact center is where these investments are taking place.

And with over 95% of contact center customer interaction occurring over the phone, according to a Datamonitor survey, there is a sharpened focus on enhancing phone-based customer service. Accordingly, a number of American businesses are investing in speech solutions to improve customer service, reduce costs and increase top-line revenues.

But, while the many benefits of speech technology provide a compelling business case for investment, implementing and deploying a well-designed speech solution can be a complex, expensive and difficult endeavor.