One thing I get asked by nearly every customer is what they should expect on average for the recognition rate. Of course, I mention it depends on industry, accents, and voice line quality, but what is Genesys shooting for and what should we be telling customers? Typically I say between 60% and 80% on average for most applications with standard US English. I put in caveats that if you are looking at technical language or dealing with non-standard accents, it could be 40% to 70%.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-04-2020 12:21
From: Rakesh Tailor
Subject: Voice Transcription Usability Program
Genesys is looking for PC3 customers who are interested in being part of the Usability Program for Voice Transcription. If you are interested, please reach out to rakesh.tailor@genesys.com.
To qualify you must be:
A PC3 level Customer
Have Edge in Cloud (i.e. PCV or BYOCC)
Have US English Contact Center Agents
or LATAM Spanish Contact Center Agents
The time commitment would be around 2-3 hours of an actual user of Voice Transcription in your Organization. Ideally, this is a Supervisor, Manager or Business Analyst that would use this feature.
Thanks,
#QualityManagement
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Rakesh Tailor
Genesys - Employees
Product Line Director - WEM
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