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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

2022 State of the Speech Technology Industry

The latest developments and trends in seven important sectors.

The 2022 State of Speech Analytics

Analysis expands to new channels and use cases.

The 2022 State of Intelligent Virtual Assistants

More IVA building blocks are being put into place.

The 2022 State of Artificial Intelligence

Accuracy improves, but privacy concerns loom.

Industry Voices

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.

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.

Columns

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.

Enduring AI-Powered Retail Trends for 2022

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

Interaction Analytics: What’s Driving Adoption

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

Real-Time Speech Transcription Spells Out Contact Center Excellence

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

Speech Technology Reports and Research

How to Choose the Best Speech-to-Text Engine

Sponsored by Speechmatics

Modernize the Customer Experience with Conversational IVR

Sponsored by [24]7.ai

The Ultimate Contact Center KPI Playbook

Sponsored by Observe.AI

The Ultimate Guide to Speech-to-Text Technology

Sponsored by Speechmatics

Call Centers Companies and Suppliers