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.
-
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.
-
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.
-
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.
-
AAA sees savings, service improvement with call recording
19 Jun 2007
Article - The AAA of Washington and northern Idaho has reduced hold time, doubled agent evaluations and sped up claims processing by recording customer interactions.
-
Telecom uses speech recognition to drive customer satisfaction
31 May 2007
Article - Telecom New Zealand has tripled callers' customer satisfaction by using a speech recognition application to deflect and properly route calls.
-
Microsoft to buy TellMe's speech technology
14 Mar 2007
Article - Microsoft continues to push into the speech applications market with the acquisition of TellMe and its services.
-
Speech, voice apps integrating into the contact center
08 Feb 2007
Article - Contact centers are seeing more options than ever with RightNow adding new voice functionality and Autonomy bringing search to its speech analytics.
-
Fed up with IVR, firm answers all calls with humans
06 Sep 2006
Article - The backlash against automated phone systems has been fierce, and one company has decided to do away with it altogether.
-
Contact center technology selection done right
25 Jul 2006
Article - The state of Washington went through an intense process when selecting a hosted contact center vendor for its emergency response system.
-
Self-service search provides the answers for Humana
10 May 2006
Article - A natural language query tool has policy holders helping themselves while also linking to the healthcare provider's IVR.