Spending on speech-enabled self-service apps to double by 2008

According to Datamonitor, spending on speech-enabled self-service applications will double to $1.2 bln in North America and pass $1 bln in Europe, the Middle East and Africa by 2008. Datamonitor claims speech automation can deliver significant savings over offshoring where 95% of the communication occurs over the phone. The report cites savings of 25 to 35% by moving a US call centre to India, but that the same service done by self-service technologies offers the same thing for 15 to 25% of the cost of a call handled by an agent in India.