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SUMMARY
Automated speech applications in customer service and support environments
have a reputation for being expensive and difficult to implement. In this
whitepaper, we will discuss why a straightforward total cost of ownership
calculation would not be appropriate for this technology- and, in fact, why it
is not even truly possible. Additionally, we will cover the various models for
creating automated speech applications, as well as the various models for
delivering and managing those applications.
TABLE OF CONTENTS
1. SPEECHIFYING: COST FACTORS IN SPEECH SELF-SERVICE
Introduction
- Introduction
- Definitions
- Why TCO Is Not Appropriate
The Development Models
- Models Galore
- Custom Development
- Packaged
- Packaged But Customized
The Delivery Models
- On-Premise Delivery
- Hosted Delivery
The Intangibles
- Other Factors
- The Unspoken Factor: Efficacy
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