Workforce Optimization 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.

Phillip Britt // 01 Nov 2021

inContact Releases Customer Interaction Cloud 16.2

inContact's second major release of Customer Interaction Cloud for 2016, offers new capabilities across key components of its unified solution. (Featured on SmartCustomerService.com.)

01 Jul 2016

HP Releases Explore 5.0

Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions. (Featured on DestinationCRM.com)

27 Mar 2015

Industry Voices

Four Reasons to Integrate Speech Analytics into Your Company’s Business Operations

Deemed one of the fastest growing technologies in the contact center industry, speech analytics tools can be leveraged by all types of businesses looking to collect, manage, and understand customer feedback.

Mckay Bird // 02 Aug 2018

Speech Industry News

Speech Industry Q & A

Columns

Voice Value

Robotic Process Automation Reduces Human Grunt Work

Chatbots and IVAs get all the ink, but RPA applications are vital to a smooth contact center operation

Nancy Jamison // 10 Nov 2017

Speech Technology Reports and Research

Call Recording, Transcription, and Analytics Find Strength in Unity

inContact Releases Customer Interaction Cloud 16.2

HP Releases Explore 5.0

Four Reasons to Integrate Speech Analytics into Your Company’s Business Operations

Robotic Process Automation Reduces Human Grunt Work

The Definitive Guide to Speech Recognition

The Secret to Having a Highly Accurate Auto Dialer

How to “Mod” Your Own Speech Recognition Engine

Rethinking Voice in the Customer Experience Paradigm