Speech Technology Magazine

SpeechTechMag.com White Papers
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Sponsored by Empirix

In today’s travel market, customers expect to be able to book trips by phone or online; and they expect smooth, reliable, error-free contact center connections that are available around the clock. The call center experience is a vital part of the overall travel experience and poor service can cause a traveler to switch providers just as quickly as lost luggage or unnecessary delays. “We take a lot of pride in the quality of our automated customer service solutions,” says Rob Early, lead IVR engineer at Washington, D.C.-based Amtrak. He should be proud; Amtrak’s speech-enabled interactive voice response (IVR) systems seamlessly support two national contact centers (Riverside, Calif. and Philadelphia, Penn.) that together handle an average of 45,000 calls per day.  Continue reading to learn more!


Sponsored by Empirix

Before implementing a test scenario, you must understand your existing environment, identify the tests that should be performed, gain clarity on the execution considerations, and make a case (complete with ROI analysis) for implementation. While there is no single answer when it comes to developing a testing plan, there are basic testing considerations.  Download this paper to learn more


Sponsored by MicroStrategy

 Modern visualizations have pushed analytics to new levels and organizations can publish information in unique, highly visual representations.  If the charts and graphs you use are not cutting it here are seven visualizations that can bring new meaning and purpose to your dashboards


Sponsored by Convergys

Recent Convergys research shows that 40% of customers use multiple channels in their quest for resolution, and they expect instant, personalized “anytime, anywhere” service. You can leverage these three best practices to ensure that you are providing
the best customer experience possible— in your IVR and beyond.  Continue reading to learn more.


Sponsored by Nuance

The Nuance Customer Engagement Platform balances the benefits of machine learning with human knowledge and skill – enabling
trained agents to engage and curate how the Nina Virtual Assistant responds when presented with unfamiliar requests. Nina actually learns from live chat agent scripts and can even be assisted by the live agent behind the scenes.  Download this paper now to learn more!


Sponsored by MicroStrategy

Telecommunications companies have highly informed customers who expect faster network speeds, reliable and secure data connections and exception customer experience.  Learn how to use these solutions to benefit your own organizations.  


Sponsored by MicroStrategy

Empowered with cutting-edge analytics, telecoms use MicroStrategy 10 in a myriad of ways to run a more datadriven business. To overcome massive infrastructure costs, it’s vital that frms take every opportunity to leverage advantages from this technology. With the ability to view real-time metrics on network operations, services, and capacity, companies can optimize their user experiences to avoid service interruptions, identify fraudulent activity, and reduce customer turnover. Continue reading to learn more!


Sponsored by Nuance

Don’t let your IVR be the weak link. Even if your aging IVR platform and infrastructure have been modified over the years to address specific needs, they may not be capable of delivering the highly personalized, low-effort experiences today’s customers demand. Touchtone input and even first generation speech recognition aren’t good enough for today’s customers (and they’ve almost certainly plateaued in containment) — leading to poor performance and abysmal satisfaction scores.  Learn what you can do to avoid this trap!