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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

The Top Speech Technologies and Vendors: The 2021 Speech Industry Awards

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

2021 Speech Industry Award Winner: AppTek Takes Captioning to New Screens

AppTek has a long history of innovation in the areas of artificial intelligence, speech recognition, machine translation, natural language processing and understanding, and text-to-speech technologies, and finally it is getting the worldwide recognition it deserves.

2021 Speech Industry Award Winner: Deepgram Applies AutoML to Automatic Speech Recognition

Like AppTek, San Francisco-based Deepgram, also joined CallMiner's Open Voice Transcription Standard (OVTS) as a founding member, but that is just one of the many partnerships it signed in the past year to advance its speech recognition capabilities.

2021 Speech Industry Award Winner: Red Box Thinks Outside the Box

England-based voice specialist Red Box began the past 12 months by launching Conversa, an open enterprise voice platform that lets users listen to, share, and act on enterprise-wide audio and media data.

2021 Speech Industry Award Winner: TTEC Takes Over the Government

TTEC Holdings, an Englewood, Colo.-based customer experience technology and services provider, has been busy on the acquisition front in the past year, scooping up both Avtex and VoiceFoundry.

The Speech Industry Eyes Another NLP (Neuro-Linguistic Programming)

Neuro-linguistic programming can alter the way companies communicate with customers.

2021 State of the Speech Technology Industry

The latest developments and trends in seven important sectors

The State of Speech Engines

Developments come fast in a rapidly changing environment

The State of Speech Analytics

Technology now looks at more than what the customer said

The State of Intelligent Virtual Assistants

Industry looks to tackle interoperability standards as it rings in the new year

The State of Voice Biometrics

Vendors need to respond to increasingly sophisticated threats

The State of Artificial Intelligence

AI takes many forms, but they all have increased speech's usefulness

Voice Search Sees Business Boost

Companies are starting to use voice search for internal operations, but challenges remain.

As Speech Translation Advances, Barriers Continue to Fall

Technology improvements have pushed speech translation out to a smaller world

Companies Turn to IVAs to Deal with COVID Surges

Automated voice solutions have helped contact centers handle rising interaction volume during the pandemic

Overcoming Bias Requires an AI Reboot

Biases in artificial intelligence can be mitigated with multiple programmers

Speech Continues to Advance in the Contact Center

Companies should look to further automate customer service with voice technologies

The State of the Speech Technology Industry

Artificial intelligence is improving almost every aspect of the speech industry.

The State of Speech Analytics

Speech analytics is at the heart of digital transformations

The State of Intelligent Virtual Assistants

IVA vendors shift from a horizontal to a vertical focus