Browsing Tag

speech analytics

National Debt Relief Delivers Empathetic Customer Experiences By Leveraging Contact Center AI from Observe.AI

Speech Analytics and Contact Center AI Improve Experiences for Both Clients and Agents Observe.AI, a leader in Contact Center AI, announced that its platform has enabled National Debt Relief (NDR) to improve customer experience, automate quality assurance, and provide better coaching to its front-line agents. NDR, one of the country’s largest and most reputable debt relief companies, leverages the Observe.AI platform to analyze 100% of call interactions and automatically surface key areas of concern for customers while…

African Bank Selects CallMiner to Enhance Customer Service

CallMiner, the leading provider of speech and customer interaction analytics, announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalize insights from voice-based customer interactions. “With CallMiner, we will be able to create an even stronger customer experience by analyzing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service,” said Basani Maluleke, CEO of African Bank. “African Bank is fast becoming a pioneering…

CallFinder Rolls Out New Release Poised To Optimize Customer Engagement

CallFinder, the market-leading provider of SaaS speech analytics technology and automated quality monitoring solutions, announced a new release that provides businesses with greater insights into customer interactions to improve CX and reduce customer churn. This release marks the official launch of Insights, which includes sentiment analysis by agent, in conjunction with silence and overtalk, developed to help organizations meet the increasing demands of the modern contact center. CallFinder’s Insights provides context and…

CallMiner and NTT TechnoCross Corporation Announce Partnership

CallMiner, the leading provider of artificial intelligence-fueled speech and customer interaction analytics, announced a partnership with NTT TechnoCross to provide speech analytics in Japan. CallMiner will use the NTT speech to text transcription engine to enable analytics for Japanese speakers within the CallMiner Eureka platform. Behavioral insight will be integrated within the NTT-TX ForeSight Voice Mining user interface for agent quality management and customer experience optimization. The NTT-TX ForeSight Voice…

Alida Partners with Stratifyd to Integrate AI-Powered Analytics Engine in New Alida CXM Platform

Integrated solution will enable deep contextualization of structured and unstructured data from multiple sources Alida (formerly Vision Critical), creator of the world’s first CXM (customer experience management) and insights platform, and Stratifyd, a data analytics company that uses artificial intelligence (AI) to uncover and predict human experience, have signed a partnership agreement that will enable Alida customers to harness the power of multiple data sources to easily reveal and understand their customers’ truth.…

Centerfield Adds Speech Analytics to Customer Acquisition Platform Dugout

Centerfield, technology-driven marketing, and customer acquisition company, announced the integration of speech analytics into its industry-leading platform, Dugout. Dugout automates end-to-end customer acquisition for millions of shopping experiences each year. Speech analytics enables Dugout to better understand customer interactions and improve customer experience.  Extracting actionable intelligence from phone calls has proven to drive higher quality calls, convert more callers into customers, and even boost digital…

Five9 Announces Five9 VoiceStream

Five9, Inc a leading provider of the intelligent cloud contact center, announced Five9 VoiceStream to help customers, partners and system integrators leverage the power of real-time voice and add a broad range of value-added applications on top of the Five9 platform. Five9 VoiceStream is a developer-friendly, modern cloud-to-cloud real-time media streaming API that enables frictionless integrations with partners and is highly secure to ensure customers' precious voice data is protected. "We are witnessing a wave of…

Call Journey Releases Further Updates to Its Market-Leading Speech Analytics Solution – Continues to Lead the Australian Market in…

The Australian-born company deploys the latest update to its Australian Language model ASR to drive a more personalized journey to Australian customers Call Journey further cements its position as the leading Conversation Analytics provider in Australia with the release of its latest version of its advanced Automatic Speech Recognition (ASR) environment – CJ V6.5, offering best-in-class transcription accuracy and market-leading Word Error Rate (WER) for its Australian market. The V6.5 upgraded Australian Language ASR…

CallMiner Launches Maturity Model for Implementing and Operationalizing Speech and Interaction Analytics

CallMiner, the leading provider of speech and customer interaction analytics, announced the release of the CallMiner Continuum Maturity Model, a first-of-its-kind framework that helps organizations assess their use of engagement analytics internally and identify the necessary steps to maximize ROI and drive transformational enterprise value. Continuum offers an objective perspective of each organization’s current maturity level and a guide to improve maturity across people, processs and technology. The model, which is…

Talkdesk Leads G2 Summer 2020 Report in Four Categories With Highest G2 Scores and User Reviews

Talkdesk earns top spot in best software for Contact Center Operations, Telecom Services, Auto Dialer and Speech Analytics Talkdesk leads the contact center solutions industry in four categories of the G2 Summer 2020; Best Contact Center Operations Software, Best Telecom Services for Call Centers, Best Auto Dialer Software and Best Speech Analytics Software. Talkdesk also holds the highest cumulative G2 Score in all segments; Small Business, Mid Market and Enterprise. Best Contact Center Operations Software…

iQor Enhances its Speech Analytics Platform to Help Deliver Better Customer Experiences

Tech-enabled BPO’s speech analytics platform enhances speech-to-text transcription of calls for more precise data analytics and personalized call center solutions iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced the release of its newly enhanced customer speech analytics platform. The cloud-native speech analytics platform now includes full call transcription, or speech-to-text translation, for recorded interactions between a customer and customer service agent.…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Vonage, PC Matic, Zenreach, Lifesight, H4 Technology, ZERØ, and Genesys AppFoundry. TP Vision to Transform Service Experience and Performance With Vonage’s Contact Centre and Speech Analytics Solutions Vonage, a global business cloud communications leader, announced that TP Vision Europe B.V. has selected its contact centre and speech analytics solutions to better serve its…

TechBytes with Erin Murphy, Analytics Manager, Marchex

Erin Murphy Analytics Manager, Marchex Call analytics for sales is a powerful tool from a modern context. For companies looking to automate their sales cycle, call analytics and tracking could vastly improve how their sales reps engage with the customers and close more deals. We spoke to Erin Murphy, Analytics Manager at Marchex, to understand how the automotive and travel industries have embraced this emerging technology.Tell us about your role at Marchex and the team/technology you handle. I’m a Data Analytics…

Invoca Named a Strong Performer in AI-Fueled Speech Analytics Providers Report by Independent Research Firm

Invoca Earned a Differentiated Rating in the Real-Time Speech Analytics, Business Insights, and Product Roadmap Criteria Invoca, the call intelligence company, announced that Forrester Research identified the company as a strong performer in The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018 report. The report reveals that AI is broadening the number of non-traditional use cases for speech analytics, including marketing optimization, emotion or effort detection, or real-time conversation guidance.…

Clarabridge Cited as a Strong Performer in AI-Fueled Speech Analytics

Report States That Clarabridge Is “on a Tear” Citing Impressive Machine Learning Capabilities Clarabridge Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, announced that it has been named a Strong Performer in the Forrester Research, Inc. June 2018 report, The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018. According to Forrester, “Clarabridge is on a tear. A relative newcomer to speech analytics, Clarabridge has grown its speech analytics and…

Interview with Yoav Degani, Founder and CEO, VoiceSense

"Being able to analyze every customer interaction, profile the customer’s behavioral tendencies, predict their future consumer activity, recommend a line of action and doing all that automatically in real-time is a good example of how enterprises can benefit from artificial intelligence."Tell us a little bit about your role at VoiceSense. What lead you to found a speech analytics firm? Prior to founding VoiceSense, I spent many years working in the defense and intelligence industries. During this time, I gained extensive…

Marchex Announces Accuracy Enhancements to Best-in-Class Conversation Analytics

Improves Components Of Speech Analytics Accuracy By Nearly 15%, Providing Actionable Insights From Phone Conversations Between Consumers And Brands Marchex, a leading provider of call analytics that drive, measure, and convert callers into customers, today announced new enhancements to its industry leading Marchex Speech Analytics solution, including updates to their Call DNA® user interface, which now accepts user input on Artificial Intelligence (AI) predicted outcomes. The direct in-app feedback from customers will…

Marchex Speech Analytics Sets Industry Standard in Customer to Business Call Analytics

Marchex, a mobile advertising analytics company, today announced the results of a product test, independently verified, of its recently launched Marchex Speech Analytics solution. Enterprise Technology Analyst Frank Ohlhorst put Marchex Speech Analytics head-to-head with the recognized leader in automatic speech recognition (ASR) systems, IBM’s Watson, and concluded that Marchex is setting the standard in speech analytics. Marchex Speech Analytics enables enterprise and mid-sized companies to derive actionable…