The AI Contact Center Is Finally Here
28 Sep 2022
Natively integrated capabilities abound in core contact center functions.
New Omnichannel Offerings Share the Power of NLU
20 Sep 2022
Natural language understanding is enabling a budding omnichannel revolution.
Voice Privacy and Security Need Greater Attention
19 Jul 2022
Privacy standards too often overlook voice data.
Analytics Is All the Rage
19 Jul 2022
Thanks to innovations in AI, cloud computing, and NLP, advancements in speech analytics have been fast and furious.
Move over GUI, Hello SVUI
28 Jun 2022
The Conversational Cloud Promises Breakthroughs, and Plenty of Complexity
07 Jul 2022
Cloud-delivered speech services are the future, and that future will require a lot of thought.
Real-Time Speech Transcription Spells Out Contact Center Excellence
23 Mar 2022
This former nice-to-have is becoming increasingly critical for agent training.
Interaction Analytics: What’s Driving Adoption
09 Feb 2022
IA solutions can identify the issues that are preventing good CX.
Enduring AI-Powered Retail Trends for 2022
29 Mar 2022
Digital engagement will continue to enhance retail, both in the store and online.
Speech Prevailed in a Year of Incredible Turmoil
06 Apr 2022
As we highlight in our annual "State of the Speech Technology Industry" report, 2021 was a very good year for the speech industry.
Speech and AI: From Tipping Point to Table Stakes
24 Sep 2021
Gone are the days when adding virtual assistants was enough.
Speech Is Headed in New Directions
30 Jul 2021
Though still in its very earliest stages, edge computing is being recognized for the transformative role it could play in voice interfaces.
Interaction Analytics Bring Real-Time Guidance to Contact Centers
26 May 2021
Thanks to AI, the solutions are powering more personalized CX.
The Microsoft-Nuance Alliance: A Curative for Caregiver Conversations?
10 Jun 2021
Nuance's enhanced cloud offerings could aid healthcare-focused analytics
Assessing IVAs: How Do You Determine Which One Is Right for You?
10 Jun 2021
There's still a lack of official standards, but some promising metrics have emerged
Speech Is Up for Any Challenge
12 Apr 2021
As consumers' interactions shifted to digital channels, voice has become the interface of choice for many of those interactions.
Speech Emotion Recognition: The Next Step in the User Experience
05 Mar 2021
Enhancing speech technology's emotional quotient will do wonders for human-machine interactions. 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
Amid the Pandemic, Speech Technologies Expand the Telehealth Options
01 Aug 2020
The telehealth approach is now providing treatments across the healthcare spectrum
IVAs: Using AI to Serve Customers and Contact Centers
01 Aug 2020
True omnichannel customer service is becoming closer to reality