This report is an update and refresh of a research document published by Opus Research in August 2004. It contains research findings based on a series of executive interviews coupled with a thorough literature review to identify “best practice” exhibited among providers of hosted or managed automated speech processing. Throughout the document, Opus Research uses the term “Voice Application Service Provider” (Voice ASPs) to refer to a growing mix of third-parties that own and operate computing, switching and voice processing resources in “server farms” which host or execute applications on behalf of their customers.
As for best practices, it is a subjective that is best thought of as “what’s working now?” Opus Research positions this document as a reference guide regarding real-world implementations focusing on the Five “P’s” common to business analysis: Pricing, Promotion, Product, Partnerships and Personnel. In this report, we highlight techniques which correlate both with business success and customer satisfaction.
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Categories: Reports