Current Status of Speech (and Text) Analytics
By Donna Fluss Interaction analytics (IA) removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, … Read more
Speech Technology Articles
Call Recording: What You Need to Know to Meet Regulatory Compliance
By Bill Johnson It’s a fact of business life: Every company and organization must meet regulatory compliance with governmental and other trade organizations. And they … Read more
Speech Analytics: Offering Value Across the Enterprise
By Siobhan Miller Those in charge of contact centers understand the value of the information captured in call recordings. But the sheer volume of calls … Read more
Ask Kathy: Leaving a Great Voicemail Message
By Kathy Sisk Dear Kathy, when calling business-to-business prospects, can you suggest a great voicemail message designed to achieve a higher rate of returned calls … Read more
Automation’s Role in Contact Center Interactions
By Kathleen Fortsch Providing high-quality services in a cost-effective manner is no easy task, but businesses of all shapes and sizes are expected to do … Read more
Speech Analytics Gets Down to Business
By Donna Fluss The speech analytics market hit its stride in 2010 and is going to continue to come on strong for the foreseeable future. … Read more
Using Automated Surveys to Gauge Customer Satisfaction
By Rick Danos In today’s challenging business environment, measuring and monitoring customer satisfaction and loyalty is one of the most discussed topics – from the … Read more
The Benefits of a Hosted IVR
By Rick Danos DMG Consulting estimates that IVR (interactive voice response) systems can automate between 20 to 90 percent of a company’s incoming calls while … Read more
Speech Analytics: Tips to Calculating ROI
By Steve Morrell As part of the research for ContactBabel’s new report, “The Inner Circle Guide to Speech Analytics,” thousands of contact center professionals were … Read more
Voice Quality Enhancement: Resolving VoIP Audio Quality for Contact Centers
By Ray Adensamer Every day, contact centers connect with customers to deliver services across the globe. Advancements in telecommunication capabilities have allowed contact center operators … Read more