Speech Technology Magazine


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Sponsored by NICE/Nexidia

In order for organizations to remain relevant and competitive, it is imperative that they have speech and text analytics at their core. Using AI based analytics with big data helps uncover valuable insights about customer behavior over their full journey with the enterprise, create long-lasting relationships with them, and improve their business outcomes. 

Our solutions have proven to bring winning practices to all interactions-oriented operations. Read more on how we transform organizations, making analytics their second nature.

Sponsored by i2x GmbH

The use of voice analytics solutions is growing in importance as more companies learn how these solutions are radically improving contact center operations. Sales and service teams who use voice analytics solutions are reporting an average increase in close rates of 16.5%. Outlined you will find the essential components of most voice analytics solutions, critical features of the solutions on the market, and an easy-to-follow buyers guide. Download Now!

Sponsored by Concentrix

Intelligent Virtual Assistants use the power of speech, chat, messaging, and Web-based standards to provide customers with personalized, convenient, and consistent interactions, while reducing operating costs. However, not all IVA platforms are created equal. Today’s customer journeys often span multiple channels and timeframes. As customers become more mobile, they also become more easily frustrated with traditional, channel-enclosed solutions. CONCENTRIX™ Intelligent Virtual Assistant (IVA) helps you give your customers the effortless experience they deserve, while providing tangible business benefits.  Interested in learning more?

Sponsored by NICE/Nexidia

Digitalchannels such as live chat, mobile apps, and self-service are becoming much more widely used by customers.The positive side of this is that digital channels are less expensive for contact centers to support. But when contact centers try too hard to force traffic into digital channels, the down side can be poor customer experience, which can result in customer dissatisfaction and churn. Read the following tips that should be considered when trying to support digital channels for cost savings while also improving customers' experiences. Download now to learn more!

Sponsored by Aculab

If speech technology in the form of automatic speech recognition was the revolution that overthrew dual-tone multi-frequency input, automatic speaker verification (ASV) is the evolution that will supersede agent-led ID&V. Verifying by voice will become as commonplace as navigating your way through an IVR menu, but it will be less stressful. There are several benefits to be gained from deploying an authentication system based on voice biometrics, not least of which are speed, convenience and security. Download now 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.