Speech Technology Magazine

 

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Sponsored by ARGOS Computer Systems

The IVR world is particularly sensitive to almost daily waves of change plus having to deal with a rapidly evolving telecommunications environment. With equipment and telecom costs plummeting, and performance racing upwards, the real costs of ownership are coming from a surprising place; legal, compliance and testing. If you take a step back and think about it, this shouldn’t be a surprise. IVRs have a huge presence in medical and financial arenas. In both cases the IVR is a customer facing system in a highly regulated environment, and as we know, those regulations are subject to frequent changes. As fast as technology changes, the regulatory environment changes even faster.  Continue reading to learn more!


Sponsored by Upland Software

We’ve asked our clients and prospects to share with us their biggest customer service challenges as they entered 2017. They’ve told us where they need the most help, and we’ve incorporated their responses into this playbook that lets you know how your business compares to others and how you can deliver exceptional customer service.

The key challenges that we’ve uncovered are:
• The complexity of your business makes training and balancing staff difficult
• Agents spend too much time doing after call work
• Agents are constantly on a scavenger hunt for answers
• Increasing self-service adoption is a challenge
• Lack of a knowledge-sharing culture hinders problem resolution

Use this playbook as a reference guide so that you can address these challenges to transform and optimize the performance of your contact center.


Sponsored by Verint

Transcription, part of Verint’s methodology for analyzing unstructured data, is transforming the way leading organizations do business, enriching artificial intelligence, automation, predictive, and big data activities.  Continue reading to learn more


Sponsored by Convergys

Your IVR reflects your company’s brand. Following these simple steps will help ensure it gives your prospects and customers the best experience possible.  Download Now!


Sponsored by Convergys

Contact centers are becoming increasingly vulnerable to targeted cross-channel attacks by fraudsters, and regulatory noncompliance is becoming more costly. Here are some precautions you can take to protect your brand and give your customers the peace of mind they deserve. Download now to learn more.  


Sponsored by ARGOS Computer Systems

The new class of voice terminals offers an ideal bridge between users and advanced services. Serverside applications come in many forms, but the most promising rely on artificial intelligence (AI). Yet what we consider to be AI, today, often relies on machine learning and differs greatly from the classic IVR. Today’s machine learning is largely about categorizing data. Software developers provide either clear instruction on how to establish the categories or how to supervise the AI during categorization. This type of AI works well for tasks involving a lot of data, and allows computers to do things like operate vehicles, spot trading patterns in financial markets and predict failures in equipment.  Download this informative paper to learn more!

Also, make sure to catch Jack's Insights in the Winter 2017 issue of Speech Technology magazine for additional information.  


Sponsored by IntelligentWire

IntelligentWire integrates directly into the voice channel and accurately records 100% of the conversational data taking place across your contact center – at scale. More than just a transcription of the call, IntelligentWire understands the tone and tenor, the customer sentiment, the feeling and the mood of the dialogue. This data, which encompasses a call recording, live transcription and annotation, can be imported directly into your customer records and backoffice systems in real time.  Learn how to harness the power of conversations with IntelligentWire by downloading this paper now. 


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!