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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

Call Recording, Transcription, and Analytics Find Strength in Unity

With these technologies, companies are achieving deeper alignment by trading point solutions for packages from one vendor.

The Top Speech Technologies and Vendors: The 2021 Speech Industry Awards

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

2021 Speech Industry Award Winner: AppTek Takes Captioning to New Screens

AppTek has a long history of innovation in the areas of artificial intelligence, speech recognition, machine translation, natural language processing and understanding, and text-to-speech technologies, and finally it is getting the worldwide recognition it deserves.

2021 Speech Industry Award Winner: Deepgram Applies AutoML to Automatic Speech Recognition

Like AppTek, San Francisco-based Deepgram, also joined CallMiner's Open Voice Transcription Standard (OVTS) as a founding member, but that is just one of the many partnerships it signed in the past year to advance its speech recognition capabilities.

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

Speech and AI: From Tipping Point to Table Stakes

Gone are the days when adding virtual assistants was enough.

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.

Speech Technology Reports and Research

The Definitive Guide to Speech Recognition

Sponsored by Deepgram

The Secret to Having a Highly Accurate Auto Dialer

Sponsored by LumenVox

How to “Mod” Your Own Speech Recognition Engine

Sponsored by Mod9 Technologies

Rethinking Voice in the Customer Experience Paradigm

Sponsored by Verint

Call Centers Companies and Suppliers