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Call Centers > Features

Call centers are some of the heaviest users of speech technologies like analytics and IVR. Companies offering speech solutions that help manage call flows and reduce agent time are positioned to help call centers improve CX. See below for the latest call center news, trends, and solutions.

Features

Tips for Reviewing Voicebot Vulnerability

How companies can help users feel safe by better securing voice assistant data.

2024 State of AI in the Speech Technology Industry

How generative (and other types of) artificial intelligence is impacting five important sectors.

2024 State of AI in the Speech Technology Industry: AI’s Impact on Natural Language Processing

Speech systems will continue to get more conversational with AI advances.

The Top Speech Technologies and Vendors: The 2023 Speech Industry Awards

AI, AI, and more AI: The technology is disrupting everything, and it's found everywhere in our speech industry achievements for 2023.

2023 Speech Industry Award Winner: D-ID Gives a Human Face and Voice to AI

D-ID, an Israeli company founded in 2017, is providing superpowers to individual creators and businesses alike, uniquely enabling them to transform any picture into an interactive video in seconds.

2023 Speech Industry Award Winner: NVIDIA Is Making Voice AI Better for Almost Everyone

NVIDIA saw blowout second-quarter results, surging margins, and incredible demand, which prompted one analyst from Constellation Insights to conclude that "it's clear the company has little competition and a lot of pricing power."

2023 Speech Industry Award Winner: Speechmatics Inches Closer Toward a Universal Translator

Speechmatics, a provider of automatic speech recognition software based on recurrent neural networks and statistical language modeling, is on a mission to make its speech-to-text technology usable by 70 percent of the world's population in the next three years.

Speech Analytics Can Help Steer Chatbot Interactions

Companies are beginning to apply traditional speech analytics to their automated conversations.

How Speech Analytics Helps Improve Coaching/Training

Data-driven guidance provides a better agent and customer experience.

2023 Vertical Markets Spotlight: A Speech Technology Special Report

Our roundup of the speech innovation taking place in eight important industry verticals.

2023 Vertical Markets Spotlight: Speech Technology in Financial Services

Rise in voice banking requires a rise in voice-based support, verification, and AI.

2023 State of the Speech Technology Industry

The latest developments and trends in seven important sectors.

The 2023 State of Speech Analytics

Growth is set to continue as demand rises and use cases abound.

The 2023 State of Intelligent Virtual Assistants

The need is still great, but deployment challenges remain.

The 2023 State of Voice Biometrics

AI is making both attacks and defenses more sophisticated than ever.

The Top Speech Technologies and Vendors: The 2022 Speech Industry Awards

Advances in AI, machine learning, natural language processing, and more fueled speech industry progress in the past year.

2022 Speech Industry Award Winner: Dubber Turns Meetings into Meaningful Records

Dubber provides call recording and voice data solutions that are natively and uniquely hosted in the cloud, allowing its services to be embedded into third-party telecommunication and cloud collaboration platforms.

2022 Speech Industry Award Winner: LivePerson Centers on Conversational AI

LivePerson has been developing conversational technologies since its founding in 1995. A central piece in its technology portfolio for the past few years has been the Conversational Cloud, which the New York-based company launched in August 2020.

2022 Speech Industry Award Winner: NICE Powers Contact Centers with AI

When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine.

2022 Speech Industry Award Winner: Verbit Acquires the Top Spot in Transcription

Verbit, an Israeli company, provides artificial intelligence-powered captioning, transcription, translation, and audio description technology and services backed by humans for added accuracy.