AI Is Making UCC and the Contact Center into an Increasingly Powerful Combo
19 May 2023
Teaming up these AI-fueled solutions yields a variety of shared capabilities and benefits.
COVID Increased Disability, but It Also Showed How to Make Society More Accessible
06 Apr 2023
The number of people with disabilities has grown, and so will the need for accommodations.
Agent Hiring in the Age of AI
22 Feb 2023
Artificial intelligence can help address agent churn before it happens.
The Accessibility Lessons Learned (And Not Learned) from COVID
18 Jan 2023
Did educational institutions become more inclusive post-pandemic?
The AI Contact Center Is Finally Here
28 Sep 2022
Natively integrated capabilities abound in core contact center functions.
Medical Practices Don’t Want to Be Pushed to the Cloud
15 Aug 2022
Security/privacy concerns and administrative burdens plague cloud-based medical speech recognition.
Conversational AI Is Becoming More Practical
28 Jun 2022
As a spring conference displayed, the technology is improving and the use cases growing.
People with Disabilities Helped Launch Speech Tech. Don’t Leave Them Behind
26 Apr 2022
Design solutions that eliminate difficulties.
Enduring AI-Powered Retail Trends for 2022
29 Mar 2022
Digital engagement will continue to enhance retail, both in the store and online.
Poor IVR Will Make Your Customers Talk (Not in a Good Way)
15 Dec 2021
Subpar design is bad for everyone.
Speech and AI: From Tipping Point to Table Stakes
24 Sep 2021
Gone are the days when adding virtual assistants was enough.
Laws Protecting People with Disabilities Won't Work if They're Not Applied
17 Jun 2021
When IVRs Discriminate: A Case Study
23 Nov 2020
What happened when a plaintiff took on a big telecom. The first in a two-part series.
Automated Solutions Have Become Work-from-Home Agents, Too
01 Aug 2020
Adoption and interest in AI-infused capabilities got better because things got worse
Pandemic Gives a Glimpse of Life with a Disability
01 May 2020
The day-to-day just got more complicated for us all
Infusing AI and Speech into the Mobile Retail Customer Experience
07 Feb 2020
AI-powered apps are employing speech as part of an all-important omnichannel approach
Assistive Devices Help Millions—but They Can (and Will) Go Further
29 Jan 2020
Assistive speech technology needs to be both more available and more usable
Augment or Automate? With AI, There’s a Place for Both
30 Sep 2019
Augmented intelligence is the AI path for improving, not replacing, the human workforce
Helping the Vocally Impaired Speak in Their Own Voice
17 Jun 2019
Thanks to voice banking, digitized speech retains the essence of the original speaker
Amid the AI Fervor, a Case for Automating with a Human Touch
15 Apr 2019
When bots and live agents tackle customer service together, CX and the bottom line benefit