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Omnichannel Technology

Omnichannel technologies are becoming the standard as customers demand seamless user experiences. These days, speech-enabled devices are their own channel. See below for the latest omnichannel technology news, trends, and solutions.

Features

Vertical Markets Spotlight: Speech in Retail

Purchases and checkouts top the uses for retailers' voice assistants.

2022 State of the Speech Technology Industry

The latest developments and trends in seven important sectors.

The 2022 State of Speech Engines

Innovation can't be denied, but challenges remain.

The 2022 State of Artificial Intelligence

Accuracy improves, but privacy concerns loom.

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.

Video: Three Megatrends in the Speech Technology Market

Twilio Director of AI/ML Nico Acosta explores the market's three prevailing megatrends--cloud, omnichannel, and intelligence--and their impact on the customer journey and the cost of doing business in this clip from his keynote at SpeechTEK 2019.

How Millennials' Expectations Are Changing Contact Centers (Video)

Allyson Boudousquie, VP of Market & Product Strategy at Convergys (which has since been acquired by Concentrix), discusses the impact of millennials on contact center technology and practice in this clip from SpeechTEK 2018.

How the Millennial Workforce is Changing Customer Care (Video)

Convergys VP, Market & Product Strategy Allyson Boudousquie discusses the impact of a rising millennial workforce on CX in this clip from SpeechTEK 2018.

Columns

When IVRs Discriminate: A Case Study

What happened when a plaintiff took on a big telecom. The first in a two-part series.

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

Voice Tools Could Help Brick-and-Mortar Retail Remain Relevant

Stores need to embrace technology to help the customer experience and bring back shoppers

Speech Technology Reports and Research

How AI Speech Models Work

Sponsored by Deepgram

The Definitive Guide to Speech Recognition

Sponsored by Deepgram

The What, How, and Why of Customer Sentiment

Sponsored by Verint

How AI Speech Recognition Powers NASA's Next-generation Space Tech

Sponsored by Deepgram

Omnichannel Technology Companies and Suppliers