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Article : Speech Technology Applications

What are the most common applications for speech technology? As the technology gets more widespread, it is surely taking over some facets of the contact center industry. We asked professionals to find where it is being used the most.

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Telephony Equipment, IVR, Voice recording, Speech Analytics, Speech recognition, and Emotion Detection."

 
D. Daniel Ziv
VP Voice of the Customer Analytics
Verint
United States

"speech analytics, IVR, dictation software, input and output interface for mobile devices such as GPS and cellphone."

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

"The most common uses for speech technology include these applications:
• Speech recognition is used for real-time customer-facing technology that helps drive IVR or other customer-based information activities;
• Speech analytics is used to listen to unstructured content (e.g. non-IVR-related speech) to gather intelligence, drive better business processes and improve agent performance."

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

"Call steering, store locator, password resets, identificatin through voice biometrics. We don't see much in the way of seech analytics in Australia yet"

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

"IVR, dictation, hands-free data entry or machine control"

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

"The most common applications for speech technology is the I.V.R and Speech Analytics, there are some recording devises also which commonly focus on "voice capture"; primarily for quality assurance and training purposes."

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

"Agent Quality Monitoring and "Voice of the Customer"."

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

"Speech technology is being used more and more in BPO operations as a means to route calls, verify customer information and authenticate customers (usually in conjunction with a pin/password application)."

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)
 
Neil Barnes
Director
Io Speech Analytics Ltd
United Kingdom

"For Speech Analytics - monitoring and measuring customer satisfaction, gathering market intellligence, tracking agent and call entre performance and ennsuring complaince to regulatory and corporate standards."

 
Ross Krisel
Vice President of Marketing and Business Development
IntelePeer, Inc.
United States

"We are seeing speech utilization most common in customer facing applications in either large retail enterprises and pharmaceutical companies."

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

"Speech is appropriate for applications where the caller is required to enter a large volume of information or to select from a wide range of possible options. As such, "form filling" and "call routing" applications are appropriate, and consequently popular, because the Speech capability can genuinely provide a better call experience than the alternative of Touch-Tone."

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

"call routing anf standalone applications such as Store location, opening hours, ticket sales"

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

""The most common uses for speech technology are self-service applications that enable callers to carry out simple tasks, such as checking or updating information, booking tickets or carrying out simple transactions without speaking to an operator. Other common uses include identification and verification of callers and call routing, where the more complex examples allow the caller to state the reason for their call in their own words, rather than selecting options from menu trees.

Speech is most appropriate for simple transactions where there is little or no value in a conversation taking place with a live agent.""

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

"1. Text to speech for playback of complex and variable data - ie. address information.
2. Recognition in IVR applications where simple DTMF entry is not sufficient. For example: Postal code entry.
3. Recognition for large list entries. ie. Corporate auto attendants - Dial by name."

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

"Menu choices and entering basic account information"

 
Trevor Geraghty
Business Development Director
Difference Corporation
United Kingdom

"Automation and self service"

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

"alternative to inbound IVR navigation."

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

"Correct Wording and understanding of the listener"

 
Rupert Utteridge
Director - Sales & Marketing
Digital Techniques
Australia

"Telephony - fixed line and mobile, IVR, speech recognition, VoIP"

About Digital Techniques

Based in Hong Kong, Digital Techniques was originally incorporated in Sydney Australia in 1992. Digital Techniques commenced as a developer and manufacturer of digital voice logging recorders for the... (read more)
 

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.
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Today's Tip of the Day - Involve Staff

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

Published: Thursday, March 4, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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