Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

Upcoming Events

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

Outsourcing - Tips & Best Practices

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

David Cooke
Head of Sales, Ireland
21
Kala Byrum
Team Lead II
74
Wayne Henry
Head Continuous Improvement Coordinator
26
Kellyne Clapper
Director of Operations
52
Samara Johansson
Marketing Manager
16

Article : Advances in Emotion-Detection and Speaker Independent Recognition

We see it in the movies all the time – someone places a call and a computer somewhere breaks down the speaker’s voice into various bits of data to ID the person, detect their emotional level, and pick out key words. Technically speaking though, how advanced are we today with emotion-detection and speaker independent recognition?

Lee Reinecke
Director
Sutherland
United States

"Fairly advanced, but training the user in the rules and dismissing human decisioning is hard. We all want to believe we are capable of discerning dialog fluctuations and directing a dialog to a given, trained conclusion."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Research into speech detection and recognition has spanned fifty plus years. The technology has evolved drastically since it’s inception however in most speech recognition tasks, human subjects produce less mistakes than machines. There is now increasing interest in finding ways to improve accuracy and cut down the performance gap. What we know about human speech processing is very incomplete. Significant advances in speech and speaker recognition are not likely to come solely from research in statistical pattern recognition and signal processing. There will always be limitations to the technology as it can not yet deliver the same speech bandwidths that a human voice can and therefore will misinterpret or miss completely intonations and pitch changes and will not be able to incorporate common sense and perception into it's analysis. Significant advances will come from studies in acoustic-phonetics, speech perception, linguistics, and psychoacoustics. Future systems need to have an efficient way of representing, storing, and retrieving "knowledge" required for natural conversation."

 
Tom Smith
Senior manager for contact center solutions product marketing
Verizon
United States

"Emotion detection is far from perfect; this can vary from app to app, but it is usually more reliable to spot frustrated callers based on what is said and/or keyed, rather than relying on changes in speech volume, cadence, or pitch.

An emerging technology that is much further along is voice authentication (aka speaker verification). Voice authentication is very reliable for determining whether a caller is who he claims to be, or even for identifying a specific person from a finite group of possibilities. Parameters can easily be adjusted to trade off between the likelihood of false accepts and false rejects, for an appropriate balance between security and caller convenience. For access to highly sensitive data, voice authentication is an excellent supplement to more traditional measures (such as PIN/password), resulting in highly secure dual factor authentication."

About Verizon

Meeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of... (read more)
 
D. Daniel Ziv
VP Voice of the Customer Analytics
Verint
United States

"Emotion detection technologies have evolved from acoustic only solutions that only look for changes in tone and pitch, that were typically not accurate enough alone, to more advanced solutions that combine acoustic elements with linguistic elements that are more accurate and can be better tuned to specific types of emotions.

The shift to IP recordings has increased the amount of environments that are now supporting speaker separated recording and speech analytics, although most speech analytics solutions do not require speaker separation to be effective."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Jeff Schlueter
VP, Marketing & Business Development
NICE Systems
United States

"Assuming you are not referencing voice recognition and do mean speaker independent speech recognition (the latter defined as the ability to recognize what the speaker is saying), Nexidia provides as high as 95% accuracy rates."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
 
Steve Pels
Director
Contact Centre Action
Australia

"Speaker-independent recognition is mature enough to be used widely, but as with most technologies there are still considerable improvements that can be made."

About Contact Centre Action

The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting a... (read more)
 
Nigel Sedgwick
Director
Cambridge Algorithmica Limited
United Kingdom

"Emotion detection should be used, if at all, to divert the call to customer service staff. All contact centre systems are effectively speaker independent: there are extra difficulties in handling foreign accents."

About Cambridge Algorithmica Limited

Technology specialisation in signal processing and pattern matching, particularly in the areas of speech recognition, biometrics and modems.
 
Karl Graham
Vice President - regional and Telecommunications Markets
Xerox
Jamaica

"We are 70% there, the curve is shortened because the applications struggle with the various accents and language barriers."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"I regard these as "bells and whistles" that are still at the early days of their development. Companies should start with basics like word and phrase recognition (what customers said what), then move to trend analysis, and then maybe to predictive analysis. Emotion and speaker recognition should come way down the list of priorities."

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Chris Mills
Operations Director
Rewardsco Contact Centres
South Africa

"I believe this will largely be driven by the quality of the telco carier as the speech system will assess the quality based on what is being delivered. Until the telco quality improves the percentage of inaccuracy will remain high."

About Rewardsco Contact Centres

Our engaged, skilled and passionate staff really care about delivery and service to our clients and want to make a difference. This together with an internal “walk the talk” approach to talent develop... (read more)
 
Ross Krisel
Vice President of Marketing and Business Development
IntelePeer, Inc.
United States

"Although emotion detection is readily availible speak independent recognition is up and coming but very expensive."

About IntelePeer, Inc.

IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
 
Marlon Bowser
Managing Director
HTK
United Kingdom

"Emotion detection is very immature and unlikly to advance much further in the near-term. As a technology, I would say it's candidate for an "evolutionary dead-end". Speaker independent recognition possibly works better than the human ear and brain already, i.e. take away any prior expectation and knowledge of language or dialect, and take away any prior contextual information about the nature of the dialogue, and a machine will do the job pretty much as well - or in some cases better - than a person. That's pretty far advanced - it's a mature technology."

About HTK

Founded in 1996 HTK delivers solutions to SME and large enterprises, telecommunication service providers and the public sector. HTK provides a hosted solution for mass notification, multi-channel mark... (read more)
 
Howard Smith
Head of Technology Strategy for Customer Service
O2 UK
United Kingdom

"Personally I think there is still a long way to go from a technology aspect. Yes it is used in the banking industry but not sure it is worth the investment in non-financial service areas. For example the feedback from our customer foucs groups is that cusotmers would be more concerned about the type of data we are hiolding if it required speaker recognition!"

About O2 UK

O2 plc has 100% ownership of mobile network operators in three countries - the UK, Germany and Ireland - as well as a mobile Internet portal business. All of these businesses are branded as 'O2'.
 
Brett Feldon
General Manager, EMEA
IVE Group Limited
United Kingdom

""Speaker independent recognition is available today with the benefit of enabling authentication on any information spoken by the caller, but at the cost of more data being required to complete that process.""

 
Scott Godin
Director of Research and Development
Computer Talk Technology (CTT)
Canada

"Emotion detection - bleeding edge.
Speaker Independent - fixed grammer is relatively advanced and deployed, dictational recognition has been improving at a very slow pace, but is still not ready for prime time."

About Computer Talk Technology (CTT)

ComputerTalk designs, deploys, and supports contact center solutions for more than 400 clients worldwide. Established in 1987, ComputerTalk's headquarters are located in Toronto, with offices in New Y... (read more)
 
Andrew Kay
Director
Jersey

"I think we have a long way to go. The question is, "Why bother?""

 
Trevor Geraghty
Business Development Director
Difference Corporation
United Kingdom

"There are some excellent applications available but the cost of deployment is prohibitive for multi sites"

About Difference Corporation

Difference have recognised expertise in cloud contact centre deployment , automation & process mapping ,this is at the core of our service offering. Areas covered include: Business Continuity/Disaste... (read more)
 
Greg Smart
Director of Product Development
NICE inContact
United States

"very good...not excellent...but very good."

About NICE inContact

NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)
 
Asad Rehman
Consultant
Sterling Marketing Consultants
Pakistan

"just 10%"

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Friday, January 29, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)
PH: 833-427-7488

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 271 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =