Interest Mounts for Emotion Detection

Speech analytics are getting better at identifying emotional states, but challenges remain.

Analytics Turns Its Sights on Interactions

A growing number of use cases in the contact center make the case for increased analytics.

Vertical Markets Spotlight: Speech in Education

Speech solutions help school professionals assess student progress.

Vertical Markets Spotlight: Speech in Government

Technology helps agencies better respond to citizen needs.

Uncover Hidden Gems in Your CX Data with AI by NICE

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

Customer Service Must Adapt to Expanded Touchpoints for Voice of the Customer Insight

Companies need to supplement traditional surveys with speech and text analytics. (Featured on SmartCustomerService.com.)

Using Purpose-Built AI to Manage Consumer Complaints

Artificial intelligence can identify interactions that contain complaints and suggest ways to mitigate them.

Analytics Is All the Rage

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

Voice Privacy and Security Need Greater Attention

Privacy standards too often overlook voice data.

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.

Move over GUI, Hello SVUI