Speech technology has moved beyond its early adoption phase into the mainstream as a powerful and cost effective way of providing customer support. This white paper provides business line managers and executives with an understanding of key critical success factors in developing a speech application strategy.

Speech can be viewed as a specialized form of Web application. Many of the lessons learned from the corporate Web presence can be adapted directly to speech application development and management.

Companies that capitalize on their Web experience to provide speech enabled self-service are in the process of leapfrogging their competitors.

12 Pages