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Call Centers

Call centers are some of the heaviest users of speech technologies like analytics and IVR. Companies offering speech solutions that help manage call flows and reduce agent time are positioned to help call centers improve CX. See below for the latest call center news, trends, and solutions.

Features

Call Recording, Transcription, and Analytics Find Strength in Unity

With these technologies, companies are achieving deeper alignment by trading point solutions for packages from one vendor.

The Top Speech Technologies and Vendors: The 2021 Speech Industry Awards

Advances in AI, machine learning, natural language processing, and more fueled speech industry progress in the past year.

2021 Speech Industry Award Winner: AppTek Takes Captioning to New Screens

AppTek has a long history of innovation in the areas of artificial intelligence, speech recognition, machine translation, natural language processing and understanding, and text-to-speech technologies, and finally it is getting the worldwide recognition it deserves.

2021 Speech Industry Award Winner: Deepgram Applies AutoML to Automatic Speech Recognition

Like AppTek, San Francisco-based Deepgram, also joined CallMiner's Open Voice Transcription Standard (OVTS) as a founding member, but that is just one of the many partnerships it signed in the past year to advance its speech recognition capabilities.

Industry Voices

Voice Technology is Essential to Digital Transformation

Advances in speech technology are ensuring that voice continues to have a role in customer interactions.

4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)

Speech Technology and Voice Data Enable True Competitive Advantage

Speech technology could enable a true competitive advantage for businesses across sectors, but data shows that while business leaders would like to take advantage of the technology, many barriers still exist.

Solutions that are the Critical Lifeline of Insight Especially in Time of Rapid Change

Columns

Poor IVR Will Make Your Customers Talk (Not in a Good Way)

Subpar design is bad for everyone.

Designing a Speech Interface? Learn From Web Design Fails

The annoyances and mistakes on websites can provide valuable lessons.

Speech and AI: From Tipping Point to Table Stakes

Gone are the days when adding virtual assistants was enough.

Laws Protecting People with Disabilities Won't Work if They're Not Applied

Speech Technology Reports and Research

Optimize your Virtual Assistant with Automated Conversational Analytics

Sponsored by Spitch

How Deep Learning Speech Recognition Fuels Business Transformation

Sponsored by Deepgram

ASR Engines and Cloud Hosted Platforms

Sponsored by Mod9 Technologies

Chatbots - Search vs. Conversation. Do you know the difference?

Sponsored by Verint

Call Centers Companies and Suppliers