hexagons with images of happy and sad faces representing sentiment analysis blog to improve customer experience

Leverage sentiment analysis to deliver a better customer experience

10 ways voice technology can improve your contact center customer experience. Introduction Download our Smart Guide to discover 10 ways using voice technology can improve your contact center customer experience.   Knowledge of the customer is a powerful asset Contact centers strive to improve customer experiences across the customer journey. From evaluation and product purchase […]

27/05/2020

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Speechmatics attend virtual workshop as part of the ING Labs Brussels 2020 cohort

Earlier this month, Speechmatics announced that we had secured a place in the ING Labs Brussels 2020 cohort to demonstrate the value of innovating with voice. Speechmatics were one of seven companies selected to support the development of new services and a Proof of Concept (PoC). This was a great reflection of the team’s hard […]

21/05/2020

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Predicting the post-COVID-19 world

We had our first board meeting last week since the COVID-19 crisis took hold and, of course, it was like no other I or my team have had to prepare for. Like most boards in innovative new technology businesses, they are looking for growth and predictability – challenging at the best of times, but in […]

13/05/2020

image of eye with data and code surrounding it reflecting machine learning and artificial intelligence

Sample Efficiency and What it Could Mean for Industry

The increased interest of the wider public in artificial intelligence (AI) and machine learning (ML) has, in my opinion, been driven by progress in two subfields: supervised learning and reinforcement learning. From the perspective of industry, it’s really the improvement in supervised learning that’s drawing attention. You can be fairly sure that when a product […]

11/05/2020

Image of hexagons with an animated smiley face and hand inside. Image used for customer satisfaction blog for customer experience.

How improving customer satisfaction helps deliver better customer experiences

10 ways voice technology can improve your contact center customer experience. Introduction Download our Smart Guide to discover 10 ways using voice technology can improve your contact center customer experience.   Using customer satisfaction in the contact center Contact centers gather data on customer satisfaction to improve customer experiences by eliminating bad experiences and enhancing […]

04/05/2020

image of a magnifying glass with clock inside and other hexagons next to it. Image used for dispute resolution blog.

Speed-up dispute resolution to improve customer experience

10 ways voice technology can improve your contact center customer experience. Introduction Download our Smart Guide to discover 10 ways using voice technology can improve your contact center customer experience.   Contact centers strive for first call resolution Customer experience is vital for contact centers. Contact centers can ensure a good customer experience by speeding […]

27/04/2020

hexagons with transcripts in middle surrounded by other hexagons, used for transcription blog on COVID-19

How does the term “COVID-19” affect transcription services?

Language is constantly evolving with new words and phrases being added every day. The adaptive nature of language presents a problem for automatic speech recognition (ASR) providers who are tasked with ensuring their language models are always up to date with the modern world and contemporary vocabulary. It is standard practice for ASR providers to […]

22/04/2020

icon of people speaking inside hexagon shape with hexagons either side. Image used for blog on getting a 360 view of customers for contact centers

Improve customer experience with a 360 view of your customers

10 ways voice technology can improve your contact center customer experience Introduction Download our Smart Guide to discover 10 ways using voice technology can improve your contact center customer experience.   Customer experience is a priority for contact centers Customer experience is a priority for contact centers. Agents represent the first interaction between a customer […]

21/04/2020

image of lady taking a call in a contact center wearing headset

How to improve contact center customer experience

10 ways voice technology can improve your contact center customer experience. Introduction Download our Smart Guide to discover 10 ways using voice technology can improve your contact center customer experience.   Why is customer experience important to contact centers? Customer experience is a priority for contact centers. Agents often represent the first interaction between a […]

16/04/2020

Blog series written by CEO John Milliken, addressing team resilience in the current situation

Innovating through adversity – bringing the best out of humanity

It would have been hard to imagine when I wrote my last blog a month ago, that we would be facing a global pandemic, lockdown and such uncertainty to every aspect of our lives. A month ago, I would have been accused of serious misjudgement (or worse!) if I had told you that I would […]

08/04/2020

     

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