'Press 1' for Caller Thoughts.

The article discusses the highlights of the SpeechTEK 2008 conference held at the New York Marriott Marquis on August 18. A panel discussion about the state of the speech technology industry was presented during the opening day. The discussion showed that customers calling into contact centers do not think about interactive voice response (IVR) systems, speech technology, and touchtone automation. According to marketing consultant Monique Bozeman of Bozeman Consulting, at the end of the day users are more concerned with the service they receive.