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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

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.

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.

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 to Choose the Best Speech-to-Text Engine

Sponsored by Speechmatics

The Ultimate Contact Center KPI Playbook

Sponsored by Observe.AI

Modernize the Customer Experience with Conversational IVR

Sponsored by [24]7.ai

The Ultimate Guide to Speech-to-Text Technology

Sponsored by Speechmatics

Omnichannel Technology Companies and Suppliers