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Sponsored by Nuance

Let’s be honest: when it comes to customer service in an omni-channel world, people only want to talk to someone as a last resort. In short, they want fast, easy experiences — and why shouldn’t they? Tesla drivers can summon their parked cars at the touch of a button, and anyone with a smart phone (all 2.16 billion of us in 2016) can watch virtually anything we want, at any time, entirely on-demand. It’s a world of quick, instant experiences, and the bar has already been set. But most Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations yet. Years of investments in digital channels like Web, mobile and social have left many IVRs – now the most popular channel for support escalations — lagging far behind.  Continue reading to learn more!

Sponsored by Verint

The speech analytics solution you choose and its underlying technology are important. Make sure the solution you select is set to fully transcribe 100 percent of your calls. This allows you to surface unknown trends and themes hidden in your data without sampling bias, and helps answer questions you didn’t even know to ask.  Download this paper to learn more!

Sponsored by Forty 7 Ronin

When it comes to improving your IVR performance, nothing works better for measuring results than cold, hard data. After all, how do you know if your system is working well if you don’t have a way to track its day-to-day operations? Here are some tips to help you get started.  Continue reading to learn more!