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 : Speech Technology - Some Misconceptions

Speech analytics and voice biometrics are an exciting technology that will revolutionize the contact center industry. There are, however, many misconceptions about what exactly it will do. We asked industry professionals what these misconceptions were.

Lee Reinecke
Director
Sutherland
United States

"not a perfect scientific solution due to language accents and surrounding "static" noise"

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

"Speech analytics is not an emotion detection or speech recognition solution. It is also not a dictation solution or IVR system. Speech analytics technology can be used to search, review or analyse audio and audio-visual material from archives containing millions of hours of recordings. Applications range from compliance checking, managed forensic analysis and criminal intelligence investigation to media content searching and marketing & business intelligence identification. It provides customer contact centres with an overall view of performance across the entire contact centre whilst supporting a fast ‘deep-dive’ into specific calls.
It can deliver same-day indications of potential compliance issues, allowing fast intervention to improve both agent performance and customer satisfaction."

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

"Speech analytics is often incorrectly assumed to be solely a tool for either optimizing an IVR application or for agent quality monitoring. This technology can and is used for both purposes; but often overlooked is the potential for speech analytics to tap into a wealth of business information that can be derived from the callers themselves. Speech analytics provides a tremendous opportunity for enterprises to gain visibility to their own customers’ needs and opinions every day; it’s almost like turning the contact center into an on-demand focus group."

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

"Comparing speech analytics to other speech applications like speech IVR or dictation systems that require high transcription accuracy. Speech analytics is very different, it is not about dictating commands to the computer but more like overhearing a conversation. Even if you miss a few words here and there you can still have a very good understanding of the key themes in the call, and when applied to many calls, you can accurately identify the top reasons for calls, root causes of specific call types ( like repeat calls, in customer complaints) as well as new trends reflecting changes in customer behavior, new market opportunities or threats."

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)
 
Harry Clarke
Business Development Director
CTL
United Kingdom

"That out of the box speech recognition works. See SpinVox.
That customers will respond consistently and follow your grammar rules."

 
Jeff Schlueter
VP, Marketing & Business Development
NICE Systems
United States

"Common misperceptions around speech analytics are that it’s difficult to get started. That’s not the case as there are now hosted solutions available which alleviate the requirement for a company to invest a great deal in hardware and software."

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

"We are not seeing a lot of speech 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

"Failure to handle well speech recognition errors and user lack of familiarity. Failure to appreciate the full range of caller needs, leading to failure to provide a sensible route to human customer service staff."

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 inability to understand how the applications capture emotions and voice fluctuations to be able to deliver without customer frustration."

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

"That it requires an enormous amount of technical skill to implement."

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

"The pitch is that the system is a 'self learning\teaching' solution. This is only partly correct as the various dailects, accents and languages require far mor manual intervention than the base english modules."

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

"1. That one size fits all - all the solutions available will provide different benefits. There could even be a case where one solution is deployed in one part of an enterprise and another elsewhere as the requirements and deliverables need to be matched to ensure maximus effectiveness.
2. Once a soution is deployed the organisation is self-sufficient - on-going advice, consultancy, tweaking and best practise reviews are essential - requirements will change over time as the business learns more about itself.
3. Speech analytics will tell me something I do not know about my call centre - speech analytics has to be directed at issues in order to help solve them. Analysing data from a call centre with no understanding of the operation, metrics and challenges will produce results of no value. Understanding issues is the genesis of solving them."

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

"That a software solution can disseminate all analytics related to speech without any human conclusions. Speech analytics should blend both automated analytics, human conclusions and be amrried into a proficient tuner, then the results need to be tested and the process repeated."

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

"The most common problem is not knowing what to measure, and how to translate those measurements into actionable business intelligence. It needs hard work, and insight."

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

"I'm not sure that most end customer even understand what speech analytics is. Speech recognition as a base technology needs to be more widely accepted before the vast majority of customers will be looking at the analytic capabilities of speech (ie. emotion and gender)."

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

"That they save time."

 
Trevor Geraghty
Business Development Director
Difference Corporation
United Kingdom

"Poorly thought out and unnatural processes lead to frustration the caller needs to perceive that there is some benefit for them not just for the organisation they are contacting. For example getting a balance from an automated service at a bank works well but complex multi level processes cause frustration."

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

"That it transcribes speech."

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

"speech is considered as a moment just talking blah blah.not thinking if the other is understanding your point"

 

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, February 12, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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.
PH: +1 (512) 333 4634

4.) 
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.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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 =