The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.

New Omnichannel Offerings Share the Power of NLU

Natural language understanding is enabling a budding omnichannel revolution.

Voice Privacy and Security Need Greater Attention

Privacy standards too often overlook voice data.

Analytics Is All the Rage

Thanks to innovations in AI, cloud computing, and NLP, advancements in speech analytics have been fast and furious.

Move over GUI, Hello SVUI

The Conversational Cloud Promises Breakthroughs, and Plenty of Complexity

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

This former nice-to-have is becoming increasingly critical for agent training.

Interaction Analytics: What’s Driving Adoption

IA solutions can identify the issues that are preventing good CX.

Enduring AI-Powered Retail Trends for 2022

Digital engagement will continue to enhance retail, both in the store and online.

Speech Prevailed in a Year of Incredible Turmoil

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

Gone are the days when adding virtual assistants was enough.

Speech Is Headed in New Directions

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

Thanks to AI, the solutions are powering more personalized CX.

The Microsoft-Nuance Alliance: A Curative for Caregiver Conversations?

Nuance's enhanced cloud offerings could aid healthcare-focused analytics

Assessing IVAs: How Do You Determine Which One Is Right for You?

There's still a lack of official standards, but some promising metrics have emerged

Speech Is Up for Any Challenge

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

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

Adoption and interest in AI-infused capabilities got better because things got worse

Amid the Pandemic, Speech Technologies Expand the Telehealth Options

The telehealth approach is now providing treatments across the healthcare spectrum

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality