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
[HIDE]

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

News : Start-up Denies Using Tech to Turn Call Centre Accents 'White'

#contactcenterworld

London, UK, Aug, 2022 -- A Silicon Valley start-up has developed technology that can change the accents of call centre workers in real time.

The company, Sanas, has told the BBC that its technology could overcome accent-based prejudice and reduce racist abuse faced by staff.

But some critics have called it a move in the wrong direction and say language diversity should be celebrated.

News site SFGATE accused Sanas of making the agents, many of whom are from the global south, "sound white".

Sanas describes its technology as an accent translation tool.

A section on its website called "Demo" invites visitors to "hear the magic" by playing a recording of someone with an apparently South Asian accent reading a call centre script and then clicking a slider button which turns the speech into a slightly robotic sounding American accent.

SFGATE accused the start-up of attempting to make "call centre workers sound white and American, no matter the country they're from".

But Sharath Keshava Narayana, a co-founder of Sanas rejected the claim, telling the BBC's Tech Tent programme that all four of the founders were immigrants and so were 90% of the company's employees.

He said the tool had been inspired in part by the experience of a close friend of one of the other founders.

That friend, a third-year graduate student studying computer systems engineering at Stanford University in the US, had to return home to Nicaragua to support his parents.

The student found a technical support role in a call centre, but was fired after three months because, Mr Narayana said, of the discrimination he faced because of his accent.

A former call centre agent himself, Mr Narayana said in his experience agents would be abused or discriminated against because of how they sound - abuse the company believes its technology can prevent.

But Ashleigh Ainsley, co-founder of the organisation Color in Tech, argued: "Should we just alter people's skin colours because some people might not like that because they're racist?

"We cannot move in this direction. We need to build tolerance."

Mr Ainsley said he felt Sanas' efforts were misdirected, explaining: "The problem is with people who feel it's acceptable to abuse [call centre staff], not with the people who have the accent."

He said instead more effort should be made to ensure that diversity in language was celebrated and that racism should not be tolerated.

Asked if the technology pandered to racism Mr Narayana said: "Should the world be a better place? Absolutely yes. Should the world be more accepting of diversity and accent? Absolutely yes.

"But call centres have been around for 45 years and every day an agent goes through this discrimination on every single call."

The company said currently around 1,000 people use the technology, mostly in the Philippines and in India, and said it had been well-received, increasing employee retention.

Many call centre staff have reported being expected to speak with an American accent. Shalu Yadav, a BBC journalist based in Delhi who worked at three call centres to earn extra money as a student, said employers expected her to learn about American culture and use an American accent.

Ms Yadav also spoke to two people with more recent experience of call centres about Sanas' technology.

Both said they felt the technology was a good idea. One spoke of "abuse" they received from some Americans they called who could not understand their accent.

Another said: "It was always difficult to get the grammar right, the pronunciation right, the lingo right, the slang right. So it used to be an added pressure to get the accent as well."

However, that individual felt the industry had moved on from preferring American accents and that many companies now expected something more "neutral".

Sanas said its purpose was to improve communication wherever accent might present a barrier.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bbc.com


About Sanas:
Sanas was established by three Stanford students coming out of the renowned Stanford Artificial Intelligence Lab (SAIL) with the aim of helping the world understand and be understood, and an end goal of unlocking potential through increased understanding and efficacy of communication in digital conversations. Headquartered in Palo Alto, Calif., Sanas' members and advisors include some of the top speech machine learning scientists in the world.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Support

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

Published: Monday, August 29, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

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.

4.) 
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.

5.) 
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)

6.) 
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.

7.) 
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.

8.) 
Medallia

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.) 
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.

10.) 
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)
 

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...
 5934 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =