TARGUS and Voice Partners Application Awarded Top Rating

Vocal Laboratories awarded TARGUSinfo and Voice Partners an "A" rating in call completion and in call consistency. The application finished in the top tier in overall call completion and call consistency levels across all customer service operations that VocaLabs has studied including live agents and automated systems. "By employing VocaLabs testing methodology, we captured statistically reliable data that helped us to predict how incremental changes and enhancements to our application impact customer satisfaction and performance," said Joe Saunders, vice president of business development at TARGUSinfo. The application was an existing speech-recognition interface for capturing customer data including names, addresses and phone numbers. The goal of the project was to optimize the performance of the speech interface to reduce the number of calls which had to be handled manually. After a VocaLabs study on an early version of the application, Voice Partners suggested a set of design enhancements. A follow-up study on the design was used to make additional refinements, as well as validate the initial set of changes. The enhanced application received the highest marks possible, in two out of three categories, an accomplishment achieved by only about 15 percent of the applications VocaLabs has studied. "At Voice Partners, we design every interaction to meet caller needs and goals--because the technology performs best when it's really transparent and easy for callers to use," said Melissa Dougherty, principal and cofounder at Voice Partners. "The testing data and call recordings provided by VocaLabs gave us the user insight we needed to substantially improve the TARGUSinfo application." "The TARGUSinfo application does an outstanding job of getting people through and accomplishing its objectives," commented Peter U. Leppik, CEO of VocaLabs. "Committing early to a strong development process which includes frequent design evaluation beginning at the start of the project is the best way to ensure a successful project."