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The Business Case

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better

Conversational self-service is moving closer to reality

IVAs Enter the Business Conversation

IVAs boast big potential in a wide variety of verticals and functions

Speech Analytics and AI Is a Winning Combination

Service, quality management, and the customer journey will all see big gains

11 Keys to Designing Effective IVAs

Businesses and customers alike can benefit from quick, personalized, intelligent self-service.

IVAs Can Remake the Self-Service Landscape

Customers prefer self-service if the solutions are effective—which is where IVAs come in.

Voice Biometrics Can Secure Hassle-Free Caller Verification

It minimizes fraud and makes ID'ing customers an easier process. The big challenge: educating the market

Turn Speech Analytics into an Enterprise Change Agent

This service tool becomes more powerful when its findings are shared

Voice Biometrics Can Protect Against Fraud—and Ensure Customer Satisfaction

Secure customers—whether they're using your mobile app, your contact center, or your website—are happy customers

Interaction Analytics Reduces Risk—and Enlarges Customer Happiness

More insight can help you both serve customers and play by the rules

Analytics-Enabled QA: It's Time!

Speech analytics can make QA less time-consuming—and a lot more helpful

Analytics Revolutionizes the QA Process

Increased targeting and precision make an upgrade worthwhile.

Voice Is Changing, Not Disappearing

Innovative companies will make use of alternative and traditional channels.

Speech Analytics Comes of Age

A wide range of vendor options lets businesses get exactly what they need.

The Emergence of Real-Time Solutions for Contact Centers

Improving the customer—and agent—experience with analytics and guidance.

Mobility May Shake up the Service World

If mobile's not part of your operation, customers will go elsewhere.

Improving Quality Assurance with Speech Analytics

Contact centers gain value with precision monitoring.

Unified Communications Is in Your Future

Benefits include collaboration and ease of mobile device use.

It's Time to Do WFM Right

Vendors and customers need to work together to make the right improvements.

Voice Self-Service Is Essential for Achieving Goals

But companies and IT have different ideas about using the technology.