Wally Brill and Melissa Dougherty

co-founders

 

 

Which comes first?  The speech app or the technology sale?

 

The technology sale has to come first, right?  No technology, no app, right?

 

Wrong.  Relying on technology vendors to help you define your project and make your technology choice is a bit like putting the fox in charge of the henhouse.  Sure, they know a lot about their technology (and want to sell it pretty badly), but what do they really know about your business needs?  Or even more importantly, your customer’s needs?

 

It’s crucial to define the user experience roadmap for your customers BEFORE even contacting the technology vendor.  Your end-to-end solution will probably include a combination of speech automation, legacy touchtone, routing, CTI—not to mention the CSR.  If you don’t design your user experience goals before talking to vendors, you could end up being sold more or less technology than you need.  The result?  An over-the-phone service that doesn’t meet customer needs or match what they expect from your company.