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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.

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."

 
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)
 
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)
 
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)
 
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)
 
Trevor Geraghty
Business Development Director
Firstcom Europe
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."

 
Asad Rehman
Consultant
Pakistan

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

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - 5 More Ways To Start Motivating Agents Today!

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

Published: Friday, February 12, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
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)

3.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

4.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

5.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

6.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

7.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

9.) 
Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

10.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 

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