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Omnichannel Technology > Features

Omnichannel technologies are becoming the standard as customers demand seamless user experiences. These days, speech-enabled devices are their own channel. See below for the latest omnichannel technology 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 State of the Speech Technology Industry

The latest developments and trends in seven important sectors

The State of Speech Development Platforms

New multicloud solutions are emerging

The State of Artificial Intelligence

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

Transformation in the Contact Center

Customer service has moved from call centers to a multichannel and now omnichannel customer experience approach, with cloud-based communications, well-designed IVR, and powerful reporting capabilities thanks to artificial intelligence (AI), chatbots, natural language processing (NLP), and more.

The 2018 Speech Industry Star Performers

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

Adding Speech into the Cross-Platform Mix

Conversational interfaces that operate across platforms are a customer service must-have

Nuance Introduces IVR to Digital

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution

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.)

TouchCommerce Partners with Nuance for TouchAssist

TouchAssist blends TouchCommerce's chat and virtual assistant technology with Nuance's Nina and natural language understanding technology.

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.)

HP Releases Explore 5.0

Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions. (Featured on DestinationCRM.com)