Speech Technology Articles

By Tal Cohen, Ph.D. When was the last time this happened to you? You have a problem or question, so you decide to call the … Read more

Interactive Voice Response (IVR) is a call center automation technology that off-loads routine calls and basic communication from live agents, freeing them to focus on … Read more

By Maggie Klenke There is a lot of press these days on the transition of touch-tone driven IVR (Interactive Voice Response) to speech recognition systems. … Read more

By Peter Lyle DeHaan, PhD Voice mail systems have come a long way during their 25-year history. When first introduced in the early 1980s, these … Read more

By Thomas Larvin [Our June coverage of voice loggers brought back memories from industry veteran, Thomas Larvin. Here’s what he had to share.] It was … Read more

Voice logging, that is the recording of calls in a call center, was once viewed by many as an optional product that was relegated to … Read more

By Michael Stoll and Danyel Casselman Memo: “I want to put a voice logger on our phone lines.” Signed, The Boss! Agent reactions to such … Read more

By Michael Leibowitz A funny thing has happened with voice loggers. It was assumed that users of the product bought it to listen to calls. … Read more

By Socrates Karageorge For those who are not familiar with the term, a voice logger is a device that automatically records all of your agent … Read more

By Peter Lyle DeHaan, PhD In the simplest of terms, speech recognition is the ability of computers to understand people. For the past 25 years, … Read more