ConvergeOne

JULY 25, 2023

Patton Let’s think about this saying and how it relates to the current change we are seeing in business-related technology. Another big buzzword that is transforming the way businesses are taking advantage of new technology is artificial intelligence, or AI. Now, let’s get to the stuff that affects our everyday business lives.

Healthcare 78

Healthcare Technology Personalization 78

TechSee

SEPTEMBER 21, 2023

As you chat, you read your friend’s facial expressions and listen to the tone of their voice. Similarly, Generative AI must be multisensory, fusing text, voice, and vision to interact with and help users naturally. Closing the AI Data Gaps Generative AI requires massive amounts of data and deep AI expertise.

Engineering 109

Engineering Enterprise Chatbots Self service 109

DMG Consulting

APRIL 8, 2024

percent of survey participants, making them the second-highest-ranked contact center technology and application investment for the year. What was once considered “good enough” when it came to forecasting volumes and scheduling agents in voice-centric contact centers is no longer acceptable. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

CX Accelerator

NOVEMBER 11, 2022

DESIGN THINKING Good service design is based on a deep understanding of customers in order to improve the quality of a service and the interactions between the service provider and their customers. They manage changes that can have impacts on people, processes and/or technology and provide regular updates to the organization.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 211

Customer Service Self service Personalization Technology 211

NobelBiz

OCTOBER 31, 2023

Voice Carrier: Reinventing Voice Communication In the digital age, one might assume voice communication has taken a backseat. The NobelBiz Voice Carrier solution revolutionizes voice communication, ensuring crystal-clear voice quality and uninterrupted service.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

TechSee

JULY 31, 2019

Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” Today, the ubiquity of smartphone cameras ensures a constant stream of photos and videos and Computer Vision technology has become easily accessible, making it even more appealing to enterprise.

Automotive 149

Automotive Healthcare Self service Transportation 149

pindrop

OCTOBER 21, 2021

Voice conversion as a fraud tool Deepfake Audio includes two types of speech processing techniques: speech synthesis and voice conversion. Speech synthesis typically aims to convert a text to speech and is well deployed in real world applications like smart devices and voice assistants (e.g. victim’s voice).

Call Center 85

Call Center Banking Big data Technology 85

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination.

voip 98

voip Telecommunications Contact Center Contact center software 98

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

AWS Machine Learning

APRIL 5, 2024

It’s based on the same proven, highly scalable, deep learning technology developed by Amazon’s computer vision scientists to analyze billions of images and videos daily. Adapters are modular components that can extend and enhance the capabilities of the Amazon Rekognition deep learning model.

APIs 107

APIs Advertising Enterprise Technology 107

AWS Machine Learning

JANUARY 16, 2024

ASR technology finds utility in transcription services, voice assistants, and enhancing accessibility for individuals with hearing impairments. Its high accuracy and adaptability make it a valuable asset for a wide array of voice-related tasks. For more information, you can check this link.

Scripts 104

Scripts Metrics Best practices Accountability 104

AWS Machine Learning

FEBRUARY 20, 2024

Customer challenge After a title (a movie or an episode of a TV series) has been transcribed, speakers must be assigned to each segment of speech so that they can be correctly assigned to the voice artists that are cast to play the characters. For further insights into ZOO Digital’s services and technology, visit ZOO Digital’s official site.

Technology 97

Technology Scripts Engineering Entertainment 97

CSM Magazine

AUGUST 30, 2022

But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues. The voice channel clearly matters more to customers when there’s uncertainty.

CRM 98

CRM Average Handle Time Consulting Consulting 98

TechSee

NOVEMBER 13, 2017

I programmed Gareth’s voice response feature to activate itself one hour after I wake up. The key to this progress is sight: in the same way that a human technician’s eyesight is the main sense he uses for diagnosis, the main technology driving a virtual technician’s effectiveness is computer vision. I get no reply, of course.

Engineering 154

Engineering Technical Support Call Center Technology 154

JustCall

NOVEMBER 25, 2022

Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Voice recognition, on the other hand, just focuses on speech transcription, whereas speech analytics systems also offer additional emotional analysis and performance insights. Keep a call recording archive.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

NobelBiz

FEBRUARY 6, 2024

For instance: In the United States, the Telephone Consumer Protection Act (TCPA) restricts the use of auto-dialers and pre-recorded voice messages sent via SMS. All enabled by NobelBiz leading contact center technology. Regional Variations: SMS regulations vary across countries and regions.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Global Response

MARCH 27, 2024

By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

SmartAction

NOVEMBER 1, 2023

Any technology implementation has to align with your overall business goals. Of course, where and how you start are essential in any technology initiative, so in this article, we’ll provide a roadmap to ensure project success. Voice starts with the customer reaching your contact center platform. Plus, it’s infinitely scalable.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Interactions

FEBRUARY 20, 2020

If you’re ready to take a deep dive, we recommend checking out our eBook on achieving CX success with Digital Transformation. It requires a deep evaluation and restructuring across the entire organization. Voice is essential. Simply put, companies and consumers alike are seeing voice as the easiest way to get things done.

Customer centricity 93

Customer centricity Chatbots Technology Customer Experience 93

Expivia

FEBRUARY 25, 2024

From gauging empathy to evaluating call control and refining simple call greetings, we delve deep into the nuances that define exceptional customer interactions. Through the lens of OttoQa ‘s advanced AI and prompting technologies, we navigate the intricacies of language proficiency, call etiquette, and the profound art of empathy.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Zappix

FEBRUARY 6, 2024

Completed deep integration with Amazon Connect to allow agents to manage all outreach touchpoints (digital and voice) in the Zappix Portal. We are thrilled to present a comprehensive platform that merges cutting-edge technology with exceptional flexibility.” Enriched email editing capabilities within the Campaign Manager.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

TechSee

JANUARY 2, 2019

Voice-First Experience: Innovation and Disruption. Why a must see: Because you can’t ignore voice assistants. The UI experience is compelling but the true value of voice assistants is their ability to unify control of fragmented and disparate ecosystems. Scott Harkins, VP and GM, Smart Home Technology, Resideo.

Entertainment 174

Entertainment Surveys Technology Education 174

Vistio

MARCH 4, 2024

With ServiceSim, agents train with voice or chat simulations, developing essential skills to handle various customer personas like non-technical customers, irate customers, highly technical customers, or even customers speaking different languages.

Personalization 52

Personalization Contact Center Technology Customer Service 52

AWS Machine Learning

MARCH 4, 2024

Opus is the most advanced, capable, state-of-the-art FM with deep reasoning, advanced math, and coding abilities, with top-level performance on highly complex tasks. And it strikes the ideal balance between intelligence and speed – qualities especially critical for enterprise use cases.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

CSM Magazine

NOVEMBER 28, 2019

Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan.

Call Center 52

Call Center Technology outsourcing Analytics 52

pindrop

MAY 13, 2021

Microsoft’s entry into voice biometrics with the acquisition of Nuance seems to support our ongoing position that voice is the future for both business and consumer applications. Why is Microsoft investing in Voice? . to acquire Nuance is to shift the trajectory of healthcare technology and how patient care is delivered.

Healthcare 57

Healthcare Contact Center Engineering Enterprise 57

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. The appetite for technology aimed at improving language and speech comprehension is there, and it’s easy to understand why.

Customer Service 52

Customer Service Call Center Morale Surveys 52

pindrop

SEPTEMBER 26, 2021

The main machine learning methods used to create deepfakes are based on deep learning and involve training generative neural network architectures. In December 2020, the IOGAN Act directed the National Science Foundation (NSF) and the National Institute of Standards and Technology (NIST) to research deepfakes.

Technology 103

Technology Call Center Personalization Banking 103

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. Powered by advances in Deep Learning. Object recognition in a technical support model.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

SmartAction

MAY 23, 2023

The funds will help advance the company’s AI-powered technology platform and expand its commercial team to meet the growing demand for its customer support solutions. The TVC team is led by operating executives with more than 80 years of experience growing technology companies into market leaders.

Real estate 82

Real estate Virtual Agent B2B Contact Center 82

NobelBiz

DECEMBER 11, 2023

Interactive Voice Response (IVR): The IVR system presents options to the caller, who can then make a selection using the keypad or voice commands. Intelligent IVRs can interpret voice inputs, offering a more personalized experience​​. Conclusion Mastering call flows involves simplicity, efficiency, and technology.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Outsource Consultants

OCTOBER 4, 2021

As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. Strategic partnerships — a trend we’ll cover next — can deploy skilled agents and key technologies remotely at a cost comparable to building internal teams. Get started.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Anexa BPO

FEBRUARY 11, 2023

Let’s take a deep dive into just one of these three drivers and determine why it’s such an influential factor in generating positive customer reviews. Their voices – and their opinions – count. We believe that people are greater than process plus technology, and continue to invest in our CX specialists. This is frustrating!

Customer Service 52

Customer Service Contact Center Scripts outsourcing 52

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. In fact, technology is the driving force behind the biggest trends confronting contact centers today. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

AWS Machine Learning

JUNE 28, 2022

Following the adoption of Neural Text-to-Speech (NTTS), we have continuously expanded our portfolio of available voices in order to provide a wide selection of distinct speakers in supported languages. As with all the Neural voices in our portfolio, these voices offer fluent, native pronunciation in their target languages.

Interactive Voice Response 68

Interactive Voice Response Engineering Education Contact Center 68

Solvvy

OCTOBER 12, 2022

Here’s everything you need to know about these solutions, including how they work and the technology that allows them to deliver relevant and accurate information, simulate human conversations, and provide value to your operation. Conversational AI is often used with voice interfaces so customers can speak to a conversational bot.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94