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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

The Top Speech Technologies and Vendors: The 2022 Speech Industry Awards

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

2022 Speech Industry Award Winner: LivePerson Centers on Conversational AI

LivePerson has been developing conversational technologies since its founding in 1995. A central piece in its technology portfolio for the past few years has been the Conversational Cloud, which the New York-based company launched in August 2020.

2022 Speech Industry Award Winner: NICE Powers Contact Centers with AI

When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine.

Vertical Markets Spotlight: Speech in Retail

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

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

New Omnichannel Offerings Share the Power of NLU

Natural language understanding is enabling a budding omnichannel revolution.

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

Enlighten AI for Customer Satisfaction

Sponsored by NICE

How AI Speech Models Work

Sponsored by Deepgram

Learn More About These Speech Recognition Use Cases

Sponsored by Deepgram

Learn How Customer Sentiment Affects Your Bottom Line

Sponsored by Verint

Omnichannel Technology Companies and Suppliers