Yesterday at the annual SpeechTEK conference in New York, Paul English announced in his keynote address the creation of a new GetHuman Standard for customer service phone systems. Microsoft and Nuance are working with Paul, and other companies are expected to join. Learn more about the Gethuman Earcon.
I'm thrilled to work with Microsoft and Nuance on these important standards. Consumers have put up with bad customer service over the phone for too long, and this new initiative will put some sanity back into how companies interact with their customers. Microsoft and Nuance are two of the key companies who can help make consumer-friendly phone systems a reality, and we are seeking other companies to join us in this effort. - Paul English
At Microsoft, we believe that powerful software combined with customer-friendly standards like this can elevate voice self-service to be a preferred solution for many tasks, just as the ATM and airport kiosk are today, We look forward to working with Paul and the GetHuman project to incorporate community feedback and drive continuous improvement in the experience people have with voice applications - Rich Bray, general manager Unified Communications Group at Microsoft.
Nuance has been a consistent champion of best practices in speech-automated customer support with thousands of implementations and dozens of award-winning systems, Paul's proposal for these standards is consistent with our Human Touch efforts, and we are excited to collaborate with Paul to accelerate the adoption of these best practices. - Peter Mahoney, VP of worldwide marketing, Nuance Communications .
I enjoyed Paul's Keynote yesterday, for the first time at SpeechTEK we heard what we consumers of IVR systems think about the service and it's great to see a few big players in this space listening. It was fun meeting Paul because we compeate on Google, he is ranked as the number 17 Paul and I'm 18, but maybe with this post using the name Paul so much I might pass him.....