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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

Transformation in the Contact Center

Customer service has moved from call centers to a multichannel and now omnichannel customer experience approach, with cloud-based communications, well-designed IVR, and powerful reporting capabilities thanks to artificial intelligence (AI), chatbots, natural language processing (NLP), and more.

The 2018 Speech Industry Star Performers

These cutting-edge vendors are leading the way in AI, analytics, natural language, smart speakers, and more. 

Adding Speech into the Cross-Platform Mix

Conversational interfaces that operate across platforms are a customer service must-have

Nuance Introduces IVR to Digital

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution

Industry Voices

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

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

Analytics Initiatives that Quickly Produce Significant Impacts

Sponsored by Calabrio

How to Leverage AI Behavioral Models to Maintain Customer Satisfaction with Work-From-Home Agents

Sponsored by NICE Nexidia

Harnessing the Power of Voice AI: Best Practices

Sponsored by Observe.AI

Choosing the Right Voice AI Platform

Sponsored by Observe.AI

Omnichannel Technology Companies and Suppliers