Voice Analytics stories
Trust is now a commercial issue for insurers, as Consumer Duty and wary customers push them towards transparent AI and fairer claims handling.
The early-access tool could help executives and account managers spot renewal risks and customer feedback hidden in calls, chats and emails.
Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.
Businesses can now review every call for compliance and service issues as Tollring adds AI tools that analyse customer conversations at scale.
AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.
Mitel has launched its AI-driven Mitel Interaction Recording Insights AI, aimed at automating communication analysis and enhancing business insights globally.
Tollring inks a strategic equity alliance with Amity Solutions to enhance its voice analytics with Generative AI, aiming for global expansion.
Parkerville Children and Youth Care transitions to RingCentral's unified communications-as-a-service platform, marking a significant phase in their digital transformation aimed at replacing all IT infrastructure hardware by 2024.
Medallia reveals four AI innovations at its Experience 24 conference, offering game-changing methods of personalising customer and employee experiences.
The voice analytics market is set to soar to $9.33bn by 2030, fuelled by growing use of voice recognition tech.
Voice analytics has many familiar and established applications. One example is sentiment analysis used to improve customer service and call center operations.
New report shows that international call traffic declined by 7% in 2020, continuing a downward trend since 2015.
Voice analytics could be the key to supporting employee wellness, according to Lior Doron, Director of HR Solutions at Nemesysco.
By partnering with Global Relay, voice platform provider Red Box is improving the security of its offerings for high-value and risk voice data.
It aims to let brands to deliver more personalised customer experiences and create brand loyalty through voice-based interfaces.
