Speech Technology Magazine


Category: Omnichannel Technology

Verint Unveils New Voice of the Customer Cloud Solution

Verint's new Voice of Customer cloud solution's automation will enable CX leaders to drive action from a unified view of feedback from across the entire customer journey.
Speech Technology Digest, Posted 23 May 2019

Marchex Launches Marchex Stream, Unlocking Conversational Analytics Capabilities for Businesses

Cloud-based conversational data platform supports real-time analytics, signals, and internal and external application development.
Speech Technology Digest, Posted 02 May 2019

Contact Centers Rapidly Abandoning On-Premises Technologies According to Survey

Nine out of ten respondents plan to move from on-premises to Cloud/Cloud Evaluation. Three in ten contact centers have already transitioned to the cloud.
Speech Technology Digest, Posted 08 Feb 2019

How Millennials' Expectations Are Changing Contact Centers (Video)

Allyson Boudousquie, VP of Market & Product Strategy at Convergys (which has since been acquired by Concentrix), discusses the impact of millennials on contact center technology and practice in this clip from SpeechTEK 2018.
Industry Voices, Posted 23 Nov 2018

How the Millennial Workforce is Changing Customer Care (Video)

Convergys VP, Market & Product Strategy Allyson Boudousquie discusses the impact of a rising millennial workforce on CX in this clip from SpeechTEK 2018.
Industry Voices, Posted 26 Oct 2018

Q&A: Book Publishers Embrace Voice Technology and the Future

As voice technologies become ubiquitous, even book publishers aren't immune to the hottest trend in digital content. Speech Technology magazine recently had a chance to interview Bradley Metrock, CEO of Score Publishing, which owns and operates Digital Book World (DBW), about how voice is changing publishing. From the audiobook to Alexa, publishers are contending with the realities of a "voice-first" world.
Speech Technology News Features, Posted 13 Sep 2018

The 2018 Speech Industry Star Performers

These cutting-edge vendors are leading the way in AI, analytics, natural language, smart speakers, and more. 
Feature, Posted 01 Aug 2018

Adding Speech into the Cross-Platform Mix

Conversational interfaces that operate across platforms are a customer service must-have
Feature, Posted 02 Jul 2018

Voice Tools Could Help Brick-and-Mortar Retail Remain Relevant

Stores need to embrace technology to help the customer experience and bring back shoppers
Voice Value, Posted 25 Jun 2018

44% of Americans Would Rather Scrub a Toilet Than Call Customer Support

New data released from Helpshift looked at what Americans most dread about the customer support experience, how it could be improved, and which industries have the most room for improvement (spoiler alert: it's telecoms). The survey also asked Americans which AI technologies they like and which they find creepy or annoying.
Speech Technology Digest, Posted 31 May 2018

CallVU’s Conversational IVR Combines Voice Assistance Technology with Visual Customer Experience

CallVU, a provider of innovative Omni-Channel solutions that enable organizations to engage customers in their channels of choice, announced the newest addition to its Digital Engagement Platform, Conversational IVR.
Speech Technology Digest, Posted 20 Feb 2018

Resulticks Adds Voice Assistant to Its Marketing Stack

The platform's expanded omnichannel lineup makes real-time brand experiences across channels a reality.
Speech Technology Digest, Posted 11 Sep 2017

Nuance Introduces IVR to Digital

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution
Speech Technology News Features, Posted 25 Jul 2017

NICE Launches Nexidia Analytics

Nexidia Analytics offers interaction analytics via omnichannel "listening" to know what customers and prospects are saying and then analyze those conversations to tailor experiences to their stated needs. (Featured on SmartCustomerService.com.)
Speech Technology News Features, Posted 10 Jan 2017

Interactions Raises $56 Million in VC Funding

The investment will fuel Interactions' development of core artificial intelligence and natural language technologies for customer care. (Featured on SmartCustomerService.com.)
Speech Technology Digest, Posted 12 Aug 2016

TouchCommerce Partners with Nuance for TouchAssist

TouchAssist blends TouchCommerce's chat and virtual assistant technology with Nuance's Nina and natural language understanding technology.
Speech Technology News Features, Posted 20 Jul 2016

Aspect Previews Aspect Via

Aspect Via delivers native interaction management, workforce optimization, IVR, and digital self-service capabilities. (Featured on SmartCustomerService.com.)
Speech Technology Digest, Posted 11 May 2016

NICE Brings Multichannel Recording to Skype for Business

Organizations can now manage internal and external communications while recording, storing, and archiving them using NICE Engage.
Speech Technology Digest, Posted 04 Jan 2016

Nuance Partners with TouchCommerce for Customer Engagement Solution

Joint solutions will blend live operator-assisted and artificial intelligence-driven conversations.
Speech Technology Digest, Posted 10 Dec 2015

Promero Taps Enghouse Interactive Contact Center

Promero plans to leverage Enghouse Interactive's Contact Center: Service Provider (CCSP) 7.2 software for its Promero Call Center Omni Channel solution. (Featured on SmartCustomerService.com.)
Speech Technology Digest, Posted 10 Dec 2015

Genesys Launches AppFoundry, a Customer Service App Marketplace

AppFoundry will be the only enterprise marketplace "focused 100 percent on service solutions." (Featured on SmartCustomerService.com.)
Speech Technology News Features, Posted 05 Nov 2015

Xura Adds a Financial Services Suite to Its Enterprise Platform

Click-to-video, voice, and instant chat are some of the features added to the Enterprise Suite for financial services.
Speech Technology Digest, Posted 27 Oct 2015

Telstra and Genesys Partner

The partnership has resulted in Telstra Cloud Contact Centre-Genesys.
Speech Technology Digest, Posted 04 Aug 2015

SafeAuto to Implement One's ContactOne Solution

ContactOne sends automated voice and text reminders about payment due dates and other important information.
Speech Technology Digest, Posted 08 Jun 2015

Gas South Deploys USAN’s Omnichannel Customer Engagement Solution

The gas provider will install USAN's call center technologies.
Speech Technology Digest, Posted 03 Jun 2015

HP Releases Explore 5.0

Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions. (Featured on DestinationCRM.com)
Speech Technology News Features, Posted 27 Mar 2015

Nuance Natural Language Solution Helps U.K. Telecom Hear What Customers Are Saying

TalkTalk realizes increased contact center efficiency, plus $5 million in savings.
Deployments, Posted 02 Feb 2015
Companies: Omnichannel Technology
GoVivace, Inc.
LumenVox LLC
NICE Nexidia
Omilia Natural Language Solutions, Ltd.
Verint® Systems
Voice Biometrics Group