Customer Experience

Adapting to the Evolution of Your Business: How Flexible Deployment Helps You Succeed

Michael Smocer March 04, 2019

Somewhere around the turn of the 5th century BC, Greek philosopher Heraclitus coined the phrase, “The only thing that is constant is change”. While I suspect he was not thinking about what the global business environment would look like in in the 21st century AD, his words have never been more appropriate. Technology advancement and adoption is causing consumer preferences to change at ever increasing speeds. The globalization of business is creating a rapidly changing regulatory environment. The competitive environment has become one that requires agility, flexibility, and speed.

Consider the deployment of technology. Whatever the initial decision criteria, new and unexpected requirements will begin to surface the day after a successful deployment. Requirements will be both internally and externally driven. Strategic planning requires preparation for the unknown.

Voice of the Customer (VOC) initiatives are increasingly common in large and small enterprises. They have become an essential source of customer and market insight that serves as data-based validation of a current strategy or a catalyst for change. But VOC implementations are also technology deployments that exist in a rapidly advancing industry. The perfect solution today may cause blind spots tomorrow. No business has the luxury of ever declaring a permanent victory.

Automatic Speech Recognition (ASR) solutions deliver transcribed text from your customer conversations to analytics and BI platforms for VOC initiatives. As the popularity of digital channels for customer engagement increase, the content of customer phone conversations skews to the more challenging and rich engagements. The importance of understanding these calls has never been greater. ASR investments that deliver the greatest return possess speed, agility and flexibility to match your need to respond to your competitive realities and scale across your organization. Fortunately, there are options available. A state of the art system with open, flexible technology will suit your business today, and in the future.

Flexibility in deployment is one of the key requirements for getting the most out of your ASR system. To learn more about this, and other considerations in selecting a transcription solution, click here to download our ebook now!



Michael Smocer

Michael Smocer is Chief Revenue Officer at Voci Technologies, Inc. where he is responsible for the strategy and execution of the sales and customer success organization. In his spare time he can be found running in all weather conditions and golfing in most.

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