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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

As Speech Translation Advances, Barriers Continue to Fall

Technology improvements have pushed speech translation out to a smaller world

Companies Turn to IVAs to Deal with COVID Surges

Automated voice solutions have helped contact centers handle rising interaction volume during the pandemic

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

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

Automated Solutions Have Become Work-from-Home Agents, Too

Adoption and interest in AI-infused capabilities got better because things got worse

How Can Speech Technology Help?

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

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

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.

Speech Technology Reports and Research

Utilizing Dictation and Transcription to Help Remote Teams Work Better Together

Sponsored by Speech Processing Solutions

Utilizing Dictation to Attain Operational Excellence!

Sponsored by Speech Processing Solutions

Learn These Six Steps to Safeguard Client Information

Sponsored by Speech Processing Solutions

Strengthening Your Organization With AI!

Sponsored by Verint

Call Centers Companies and Suppliers