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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

The Top Speech Technologies and Vendors: The 2022 Speech Industry Awards

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

2022 Speech Industry Award Winner: Dubber Turns Meetings into Meaningful Records

Dubber provides call recording and voice data solutions that are natively and uniquely hosted in the cloud, allowing its services to be embedded into third-party telecommunication and cloud collaboration platforms.

2022 Speech Industry Award Winner: LivePerson Centers on Conversational AI

LivePerson has been developing conversational technologies since its founding in 1995. A central piece in its technology portfolio for the past few years has been the Conversational Cloud, which the New York-based company launched in August 2020.

2022 Speech Industry Award Winner: NICE Powers Contact Centers with AI

When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine.

Industry Voices

AI Voice: Working with, Not Against, Humans

Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences.

Uncover Hidden Gems in Your CX Data with AI by NICE

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.)

Voice Technology is Essential to Digital Transformation

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

Columns

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.

The Rise (and Risks) of Speech Synthesis Applications

The use cases for synthetic voice abound, but companies will need to guard against malicious actors.

Analytics Is All the Rage

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

Speech Technology Reports and Research

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Call Centers Companies and Suppliers