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Executive Interview : COVID-19 - We asked members around the world for any other comments or opinions to share!

Read their comments below.

Dimitri Pratamaputera Irman
Contact Center Agent

"This Viruses not only spread a deadly disease and pandemic but coronavirus also spread fear towards employees, if we can teach them how to prevent the spreading and have a healthy lifestyle we can make our employee feel safe so they can keep doing their jobs in safety and healthy environment.
By teaching our employees on how to prevent the spreading and have a healthy lifestyle not only we give our employees a safe and healthy environment but also stop the spreading."
About Pertamina

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Vent... (read more)
Chaitanya Chokkareddy
Chief Innovation Officer
Ozonetel Systems

"Ozonetel has always been flexible with work from home model, fortunately, we still have not seen any impact on our employees, and we have taken all the necessary precautions guided by the authorities. From client’s perspective, we are observing curiosity to understand how work from home model can help and we are assisting them in this process."
About Ozonetel Systems

Ozonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
Jassica Ong
Team Lead
ST Electronics

"We have sped up the implementation of Live chat where our agents are able to work from home."

Steven Tippe
Manager, Product Support & Training
FCC AgExpert

"Our thoughts and prayers are with all those affected."

Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank

"Because Taiwan has been through SARS period in 2003, Taiwan government and people are highly aware of the severity of coronavirus. Therefore, when our bank enforces related measures (listed as below), our employees show high cooperation.

1. Setting up temperature check stations and disinfectant supplies at each entrance
2. Taking temperature check periodically by assigned staff
3. Wearing masks in meetings and elevators"
About Cathay United Bank

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensiv... (read more)
Roger Calix
Caribbean Contact Center

"Hopefully it does not happen, but if a rep is contaminated with this or any other bacteria, the effects on the site would be very serious, I think we should have a plan B, how to operate from home in extreme cases and that our clients allow us"
About Caribbean Contact Center

We are a small Call Center located in the coast of Honduras, Central America, near to Bay Island, with vast experiences in Sales, marketing, lead Generation, Real State, Surveys and Medical interpreta... (read more)
Handel Gibbings
Service Desk Director
United States

"Folks are genuinely anxious about this virus, but reassuring your most prized "assets" like your employees should trump anything else. After all, you need a calm and focused workforce to ensure your business continues humming during all circumstances."
About CDMS Inc.

Managed Service Provider
Mattie Minas
General Manager, Customer Contact Centres

"Communication is key."
About Spotless

At Spotless, our customers are at the heart of everything we do. Our purpose is to create and sustain the modern environment by building trusted relationships with our customers. Our promise is to wor... (read more)
Anne joy Nakalanzi
Sales manager

"Workers are very suspicious as they tend to segregate their fellow workers who have flue."

Dave D'Arcy
Senior Director International Care and Tech Support
United Kingdom

"Clear leadership has been the key. Have a single policy and stick to it. Don't allow media messaging to guide changing path"
About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
Elizabeth Glagowski
Public Relations
United States

"It's brought out the best in people. We are all in this together across our locations and business units around the world. The health and safety of our employees and communities is our number 1 priority."
About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
Garry Schultz

"Don't panic. Management layer personnel should be coached on how to dull the human inclination to panic. Find the small percentage of personnel who tend to light-fires of de-motivation and coach them to become part of the solution."
About RotR

Customer Success consultant
Duncan Wallace
InterGlobal Management Group

"The main impact for us as a business is delayed new business. Our focus is on current requirements and mitigating excess volumes around other less impacted products ie Telco call volumes are as expected. Anything travel related - flights, accommodation, restaurants, entertainments - let’s call them Lifestyle products - is where the pressure lies. To this end if any colleagues/centres are looking for an escape valve viz overflow calls etc and particularly digital/virtual support, we are here to help."

Nugroho Juli Purnama
Head of Contact Center
Directorate General of Treasury

"We do hope and pray for people in the world, please stay safe everyone."
About Directorate General of Treasury

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"The effects of this virus caused us to expand our horizon and assisted us to bring some brand new solutions. We have initiated to work on the situation at instant, and succeeded to assist people so that they can work remotely. Agents that preferred us are at their homes right now, working in a virus-free zone."
About Call Center Studio

Call Center Studio is the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles

"Do not panic, get info from professional and approved source, boost up your own immune system, social distancing, be responsible to yourself, your families and others. Last but not least, follow the government directives (especially the Health Ministry) and stay healthy."

Mohammadreza Riazi
Trade Manager
Baran Communication Center

"we and our people took care of over selves by health instructions and also tried not to loose our connection from our clients"
About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
Mark Walton
United Kingdom

"This will enable Home Working to truly take centre stage in future strategies of businesses globally."
About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
David Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

"Good luck to everyone and please stay vigilant and take care of your employees as they are YOU and your voice."

Maaz Ahmad
Customer Service Professional

"Well So Far the fear factor has been hyped besides medical practitioners have not been seen telling cure and preventive measures to be taken. State and Non State Institutions should play their role to raise awareness, care taking and Treatment. We can only lower this Panic if we have been told a complete plan to cope with this untoward situation. This Plague has harmed the entire world and i reckon this is the time to work hand in hand as to eradicate this pandemic. It should be taken as a call for global unity on this issue"

Asad Qasmi
Customer Contact Center Manager
DHL Express Pakistan (PVT) Limited

"Complete shutdown has been enforced now so all businesses are operating as best as they can from home or completely shutdown"
About DHL Express Pakistan (PVT) Limited

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and oc... (read more)
Rebecca Martin
VP, Marketing
United States

"In times of crisis, contact centers and the agents that serve as the face and voice of the brand, are critical. It is imperative that we understand that technology can be vital to make us more efficient, more connected and more responsive at a moment’s notice. But the human side of our businesses are equally, if not more, important. Agents across the globe are being tasked with helping provide clarity and calm to a world that is experiencing unprecedented upheaval. Leaders need to pay attention to their employees, maintain a reasonable structure of expectations and provide an outlet for sharing and supporting."
About Calabrio

Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Managemen... (read more)
Susan Kendall
United States

"The virus will move a lot of functions of employee management to the cloud and enable companies to operate HR and Payroll and how they pay people remotely when needed. Giving employees the ability to get paid when they need it with no cost to the employer and no funding by the employer will change the way companies deliver pay checks. Tapcheck simply takes the advanced pay back on payday."
About Tapcheck

Tapcheck offers a free for Employers highly-impactful financial wellness benefit that employers can offer to their employees that automates the ability for employees to access their earned pay on-dem... (read more)
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"It's been extremely disruptive to say the least, and we are preparing for this to last for at least the next few months"
About Radius Global Solutions

Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre

"The rapid escalation of measures is creating stress and anxiety for our staff. There is a great need for communication and support from management."
About Mcgill University Health Centre

The McGill University Health Centre (MUHC) is an academic health centre. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides multidisciplinary patient-centric... (read more)

"It is very tough for working business people because we meet every day & take time for everyone - now we have to be more careful to self from protect corona virus"

Jean-Marie Verdier

"Everybody is avoiding to go to the public places and also avoiding the public transportation..we have soaps, antiseptic gel and masks at our office"

Mitesh Shah
Sr. Business Director
United Arab Emirates

"New Acquisitions and Expansion will be slowed down."
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)
Graham Thomson
Director, Customer Contact Centres
Panago Pizza

"Stay up to date on the development of the Pandemic and act quickly before your ability to choose the next step is removed by the virus or the government."
About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
Leonard Chan
Chief Strategy Officer
800 TeleServices

"There are always opportunities in every crisis. We need to focus on keeping our priceless people assets; and at the same time explore how automatic / AI technologies can help to maintain service continuity in case of global crisis."

Skuli Skulason
Managing Director (CXO)
Reykjavik Energy

"The most important things are:
- Keep people informed about what you are doing, what is going in in your company, what decisions are the managers taking, how many has been infected and so on.
- Be honest, otherwise people will not trust you and that can affect your business for long time.
- The management team must be a one strong team that speaks as one. Only one, the CEO, speaks for the company.
- Don't panic, this is a temporary situation."

Andrew Begnoche
Director of Operations
United States

"Communication is key. Open honest conversations to review your plan and strategy and being sensitive to each persons level of concern. Being busier has forced everyone to focus on work and cut down on chatter, rumors, etc."

Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy

"Again, this is global. I'm in Italy but unfortunately all the Europe will have the same situation soon"
About IGT Italy

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Today's Tip of the Day - Memorable Numbers?

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

Published: Thursday, April 2, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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

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

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.
PH: 8005771872


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)
PH: +61404697151


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.
PH: 01442 458300

MattsenKumar LLC

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.
PH: +91 99026 10044


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.
PH: +972-9-9605894

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
PH: 412-621-9310


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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