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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 Speech Industry Eyes Another NLP (Neuro-Linguistic Programming)

Neuro-linguistic programming can alter the way companies communicate with customers.

2021 State of the Speech Technology Industry

The latest developments and trends in seven important sectors

The State of Speech Engines

Developments come fast in a rapidly changing environment

The State of Speech Analytics

Technology now looks at more than what the customer said

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

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

Interaction Analytics Bring Real-Time Guidance to Contact Centers

Thanks to AI, the solutions are powering more personalized CX.

Designing a Web Site? Learn from the Speech Business—Please!

Contact centers, whether with human or automated attendants, have a lot to teach corporate websites about usability.

How Can Speech Technology Help?

Looking at all the ways speech recognition can step up amid the pandemic

Call Centers Companies and Suppliers