CRM / Call Center Topics:
Call center speech technology
Discover the value of call center speech technology and evaluate speech vendors for your call center in this topic section. Research the definition and benefits behind speech analytics, interactive voice response (IVR) technology, speech recognition technology and call recording tools. Learn how to use speech technology to design an effective quality monitoring strategy. This section includes speech technology news, case studies and expert advice to help you make the right decisions about speech analytics and recognition tools in your organization.
News:
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Convergys adds to relationship management with Intervoice acquisition
16 Jul 2008
Article - Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million.
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Who should buy speech analytics technology?
08 Apr 2008
Article - Speech analytics technology is creating a dilemma in organizations as they struggle to place speech analytics in the context of the broader analytics and operational strategy.
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Speech analytics improving service, sales
30 Aug 2007
Article - Emotion detection and other speech analytics technology is helping companies not only improve their customer service, but sales as well.
Expert Technical Advice:
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Pros and cons of auto-response software in the call center
Ask the Expert - Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss.
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What's the difference between speech recognition software and voice tags?
Ask the Expert - Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip.
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What call center software are Fortune 500 companies using?
Ask the Expert - Choosing call center software isn't easy, but Donna Fluss offers some tips to follow as you're evaluating CRM and call center vendors in this expert tip.
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Reference & Learning:
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Speech analytics software product directory
Product directory - Get started evaluating speech analytics software with this product directory. You'll find on-premise and SaaS speech analytics technology from a variety of vendors in the speech analytics market.
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Top five benefits of speech analytics for the call center
Special Report - Get the top benefits of speech analytics for the call center and learn how speech analytics software can lead to customer experience improvement
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Call center technologies: Top 10 buzzwords
Top Buzzwords - Call center technology is constantly evolving, so it can be difficult to keep track of the latest innovations in the market. We've compiled this list of the top 10 call center technologies to consider for today's call centers.
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Downloads:
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Seven things you need to know about speech analytics
Podcast - Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.
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