Real-Time Guidance Is Key to a Great Service Experience

RTG can elevate customer interactions into relationship building sessions.

AI Is Making UCC and the Contact Center into an Increasingly Powerful Combo

Teaming up these AI-fueled solutions yields a variety of shared capabilities and benefits.

How to Make ChatGPT Usable for Enterprises

Not surprisingly, a standardized format would make the process a lot easier.

It’s Time to Cross Speech Tech’s Annoying Valley

Face it: IVR systems are almost all annoying.

COVID Increased Disability, but It Also Showed How to Make Society More Accessible

The number of people with disabilities has grown, and so will the need for accommodations.

Voice Assistant Technology Struggles with Monetization

Alexa, Siri, and the like are popular but not profitable.

Interaction Analytics: Listening in on the Omnichannel Customer Journey

The value of these solutions increases as they're applied to more parts of your company.

ChatGPT: Why the Hype and How Does It Affect Speech Technology?

The AI chatbot is a fascinating step forward, and soon it could be much more,

When Conversational Assistants Meet: Delegating, Mediating, and Channeling

How can voice assistants be made to cooperate with each other?

Agent Hiring in the Age of AI

Artificial intelligence can help address agent churn before it happens.

Answer Technology: A Necessary Step in Human-Computer Conversation

Digital assistants need to get better at answering user questions to keep the conversation going.

When Not to Standardize

Not every aspect of voice systems can or needs to be interoperable.

The Accessibility Lessons Learned (And Not Learned) from COVID

Did educational institutions become more inclusive post-pandemic?

Attack of the Smart Bots

AI-powered bots paired with TTS could be used for nefarious purposes.

Voice Cloning: A Breakthrough with Boundless Potential

Get ready for a set of technologies that could revolutionize human communication.

Why Can’t Speech Tech Have a New York Accent?

With a population of 8.8 million within the five boroughs, and nearly 19 million if you include the suburbs, one would be hard-pressed to call the New York metro area a small subset of any U.S. population group.

Reality Isn’t Sci-Fi—It’s More Startling

Speech tech, like all tech, keeps getting more mind-blowing.

The Brain-Computer Interface: The Frontier of Speech Tech

BCI offers hope for assistive technologies that help people who can no longer articulate speech.

Real-Time Guidance: Help for Agents and Customers

These AI solutions listen to and understand both sides of the conversation.

The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.