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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

Overcoming Bias Requires an AI Reboot

Biases in artificial intelligence can be mitigated with multiple programmers

Speech Continues to Advance in the Contact Center

Companies should look to further automate customer service with voice technologies

The State of the Speech Technology Industry

Artificial intelligence is improving almost every aspect of the speech industry.

The State of Speech Analytics

Speech analytics is at the heart of digital transformations

Industry Voices

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

Harnessing the Power of our Next Generation Voice Solutions

Transforming Customer Interactions with Conversational Insight

Customer Support Predictions for 2020

Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.

Columns

There’s Tech for the Tough Spots

Businesses are now realizing that websites, online content, and product information need to be crafted in new ways so voice-based search engines not only recognize them but position them at the top of search results.

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better

Conversational self-service is moving closer to reality

Augment or Automate? With AI, There’s a Place for Both

Augmented intelligence is the AI path for improving, not replacing, the human workforce

Robotic Process Automation Reduces Human Grunt Work

Chatbots and IVAs get all the ink, but RPA applications are vital to a smooth contact center operation

Speech Technology Reports and Research

Leverage RPA to Help Modernize Customer Engagement

Sponsored by Verint

Learn How to Attain Secure Customer Authentication

Sponsored by LumenVox

What To Look For In a Voice AI Partner

Sponsored by Observe.AI

Staying Connected With Your Customers

Sponsored by Concentrix

Call Centers Companies and Suppliers