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Customers will call your business for a wide variety of reasons. Which part of your business needs to take responsibility depends largely on why they’re calling. If a customer calls for new service or a new product, that’s for sales. If a customer calls with a complaint, that’s for customer service or operations. But despite this, customers are always customers for the whole enterprise. The division is a division of responsibilities within the business, not between different businesses. Unfortunately, businesses can turn into sets of disconnected silos. Nowhere is this more obvious than when ..read more

So far, we’ve covered two sets of considerations that should go into the decision to purchase an STT or ASR solution: if you’re interested in a solution, but don’t have one already; and if you’ve already got an STT solution in place. In this blog, I’m going to look at the questions you should be asking if you’re looking at speech analytics to complement your STT solution. The two are often considered together — some vendors even sell STT and speech analytics as an overall package — but the technology is different, and the solutions serve different needs.  How do you make an informed deci ..read more

In a previous blog, Kevin covered some considerations that should go into the decision to purchase an STT or ASR solution. If you’ve already got an STT solution in place, however, your needs are quite different. You may be satisfied with your existing STT solution. Or you may be resigned to dealing with it. Whatever the case, there are always alternatives out there, and there may be something better — even if you like what you’ve got. In order to make the right decision for your business, here are some questions to keep in mind if you already have an STT solution in place. First, what is your ..read more

If you’ve looked into Automatic Speech Recognition (ASR) or speech to text (STT), you know that the industry is constantly changing. Regardless of where your business is — investigating options, considering a replacement, or totally new to the field — you need a good plan in place in order to navigate the market. In this blog, I’m going to take a look at some questions and ideas which will help you if you’re just starting out with STT. That is, you have some idea of what STT is, and you’re interested in a solution. The choice of vendors can have a meaningful impact on the type of solution you ..read more

This blog is a bit of a change of pace from our usual content. I want to tell you about something that’s very important to me personally and to Voci as a team. Everyone has some connection to cancer. According to the American Cancer Society, about one-third of all people in the US will develop cancer during their lifetimes. Over one and a half million new cancer cases are diagnosed each year. Voci has decided to take action. We are helping to support Our Clubhouse, a local organization — it’s about three blocks away from our head office in Pittsburgh — whose mission is to offer free social, e ..read more

Recently, an office software giant bought a speech recognition company known for its healthcare AI models. While this acquisition seems like a big deal, it really isn’t. Voci has been powering some of the largest health insurance providers in the U.S. and around the world with the most accurate speech recognition model. And we’ve done it for years. Your Contact Center Is as Important as Your Medical Center Listening to patients is fundamental to health insurance member services, from their first conversation with your concierge service about finding the right doctor to follow-up calls that ca ..read more

Introducing a speech analytics solution can give your contact center a competitive edge, and, when you’re ready to start planning that solution, automated speech recognition (ASR) technology is the most common place to start. However, ASR is far from the only component of a complete speech solution. Audio, call orchestration, call metadata, and voice analysis are also vital pieces of the puzzle. To help you prepare for implementing speech analytics in your contact center, let’s take a closer look at what will require your attention. Audio To access audio, contact centers can either get call r ..read more

Making PCI Redaction More Efficient and Effective Ongoing protection of PCI (payment card industry) data like primary account numbers, expiration dates and CVVs is a crucial concern for nearly all call centers. Cybercrime continues to rise, and data theft and misuse can cost organizations millions of dollars in business disruption, fines and legal fees. Those who don’t invest in implementing proper security procedures are in danger of being next in line for the latest data breach. As a contact center, the first step to effectively protecting PCI data is ensuring compliance with the globally r ..read more

Originally published on Medallia As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us. Before the pandemic, progress evolved slowly along with the technology and processes as contact centers grew to employ more than six million people globally. Having an agile environment was seen as the ultimate goal of customer experience maturity for organizations with large call centers ..read more