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Sponsored by: Appen

Appen is a global leader in the development of high-quality, human-annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 1,000,000 skilled contractors, Appen partners with technology, automotive and eCommerce companies — as well as governments worldwide — to help them develop, enhance and use products that rely on natural languages and machine learning. Continue reading to learn more!


Sponsored by Adobe

Channel proliferation, global/local balancing acts, and increasingly informed customers are just some of the challenges marketers and web content strategists face today. In this forest of new changes and demands, there’s a relatively easy win - aligning strategies and leveraging content from technical communication for marketing purposes.


Sponsored by Adobe

Channel proliferation, global/local balancing acts, and increasingly informed customers are just some of the challenges marketers and web content strategists face today. In this forest of new changes and demands, there’s a relatively easy win - aligning strategies and leveraging content from technical communication for marketing purposes.


Sponsored by Adobe

Core to a business’s success is managing content as an organizational asset and effectively utilizing that asset to support existing clients and generate new revenue. Positive experiences build connections and generate long-term growth. This paper explores modernizing your content, looking for a quality Component Content Management System (CCMS), and measuring the ROI of a CCMS. It provides background and a case study with real numbers.

Explore Adobe’s enterprise-class solution - XML Documentation for Adobe Experience Manager - and learn how it can help drive a unified content strategy by bringing your marketing and technical content on to the same platform, and enable you to deliver consistent content experiences at every touch-point of the customer journey, pre- and post-sale.


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.