Nortel pitches speech recognition tool for call centers

Nortel Networks announced the latest version of its speech recognition software and expects more Philippine call centers to adopt the technology to become more competitive.

Nortel launched its Nortel Contact Center 6.0 suite of contact center operations, formerly branded as Symposium. It includes a multimedia integration tool that integrates inbound and outbound calls, email, and online chat into one routing and reporting engine.

A Nortel survey cited speech recognition as among the top four technology purchases for customer contact centers along with voice and data recording quality monitoring, customer relationship management, and workforce management.