Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognitions has been successful applied to enable self-service through the IVR. Readers will learn: a) who are the major players in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results can you expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where will you find the biggest financial pay-back for speech recognition.