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Leveraging speech recognition technology in call centers
Speech recognition technology is often used to cut costs, improve customer satisfaction and increase productivity in the call center. Learn more about this up-and-coming call center technology in this special report, where we've outlined the basics o... Special Report
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Top five benefits of speech analytics for the call center
Get the top benefits of speech analytics for the call center and learn how speech analytics software can lead to customer experience improvement Special Report
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Call center technologies: Top 10 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. Top Buzzwords
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Speech analytics software: Top 10 headlines
Speech analytics is still an emerging technology for the call center, but experts predict significant growth for the speech analytics market in the years to come. We've gathered the top headlines on speech analytics to help you decide if the technolo... Special Report
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Call center interactive voice response (IVR) system quiz answers
Find out how you did on SearchCRM.com's call center IVR system quiz with these answers. Quiz Answers
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Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column | 23 Jan 2012
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Verint releases integrated call center software, offers centralized view of operations
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center. News | 12 May 2011
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Finding the ROI in contact center self-service initiatives
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important. News | 06 Apr 2011
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Service and support technology adoption and spending: The 2010-11 outlook
Customer service organizations are ready to spend once again. The TSIA's John Ragsdale outlines some of the data and reasoning in his monthly column. Column | 15 Nov 2010
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Avaya overhauls contact center suite, includes Nortel functionality
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises. News | 20 Jul 2010
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NICE to acquire eglue
Call recording and performance management vendor NICE said today that it will acquire eglue for $29 million. News | 10 Jun 2010
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Microsoft to buy TellMe's speech technology
Microsoft continues to push into the speech applications market with the acquisition of TellMe and its services. Article | 14 Mar 2007
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Voice being heard in CRM
With an acquisition and eight new modules, RightNow is investing in voice applications in CRM. Article | 28 Jun 2005
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Speech analytics to take off in 2005
Advances in areas like emotion detection and word spotting could cause a spending surge in call center quality management technology. Article | 07 Mar 2005
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Speech-recognition technology blossoms
Peppers and Rogers has found that speech-recognition technology is maturing and saving companies a lot of call center cash. Article | 14 May 2002
- See More: News on Call center speech technology
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Mainframe users chart course for upgrading to z/OS
Planning and research help mainframe users pave the road for smooth migration to z/OS. Tip
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ROI Performance Measurement: Friend or foe?
Many IT organizations are making ROI promises, but very few are measuring against these ROI promises over time... Tip
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Orlando Sentinel markets smarter with Unica
Orlando Sentinel Communications needed a solution to help manage, personalize and target the content of email newsletters. Tip
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Patient support from PeopleSoft
MedSolutions selected PeopleSoft 8 to provide an Internet-based support system for patients. Tip
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Project plans for data warehouses
Data warehousing is an iterative process. Data warehouse project plans must be built with this in mind. Tip
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Eddie Bauer discovers customer lifetime value
Read how Eddie Bauer used SAS' CRM tools to understand each customer's lifetime value Tip
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Onyx 'lights up' ENMAX Energy Corporation's CRM efforts
SearchCRM spoke with Scott Rempel, CRM Project Manager for ENMAX Energy Corporation, about his company's CRM efforts. Tip
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
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Live chat customer support software -- a cost or benefit?
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center. Answer
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What's the difference between speech recognition software and voice tags?
Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. Ask the Expert
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Evaluating quality monitoring vendors
Evaluating quality assurance technology? Donna Fluss compares quality monitoring vendors in this expert advice response. Ask the Expert
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How do I lower the average handle time?
A call center agent who works in the credit card industry, wonders how he can lower his average handle time. Ask the Expert
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How should average hold time be figured into average handle time?
Average hold time should be included in average handle time to get Erlang models right, says Lori Bocklund in this call center expert tip. Ask the Expert
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Customer address verification during incoming calls
It is a fairly common practice to verify customer addresses with incoming calls, but it adds time to calls, says Lori Bocklund. Learn more in this expert tip. Ask the Expert
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Using voice recognition
Ask the Expert
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On-hold messaging, IVR and centralized 800#s
Ask the Expert
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Best (and worst) practices for speech analytics in the contact center
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology. Podcast
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An introduction to using speech analytics in the call center
Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund. Podcast
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Seven things you need to know about speech analytics
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. Podcast
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Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column
-
The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
-
Verint releases integrated call center software, offers centralized view of operations
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center. News
-
Finding the ROI in contact center self-service initiatives
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important. News
-
Service and support technology adoption and spending: The 2010-11 outlook
Customer service organizations are ready to spend once again. The TSIA's John Ragsdale outlines some of the data and reasoning in his monthly column. Column
-
Avaya overhauls contact center suite, includes Nortel functionality
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises. News
-
Live chat customer support software -- a cost or benefit?
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center. Answer
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NICE to acquire eglue
Call recording and performance management vendor NICE said today that it will acquire eglue for $29 million. News
-
Best (and worst) practices for speech analytics in the contact center
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology. Podcast
-
An introduction to using speech analytics in the call center
Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund. Podcast
- See More: All on Call center speech technology
About 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.