CUSTOMER magazine and its parent company, TMC (News - Alert), are happy to announce the winners of our annual Speech Technology Excellence awards. These awards recognize companies that offer innovative and cost-saving solutions for their clients.
Here’s our list of winners.
Genesys IVR Personalization Platform
Genesys Interactive Voice Response solutions provide a cost-effective, efficient platform to deliver a personalized customer experience while reducing operating costs, increasing productivity, and even generating new revenue.
Infinite Convergence EMS Text-2-Speech
Text-2-Speech, powered by the EMS A2P Cloud Messaging platform, enables enterprises to deliver text converted to a voice or a prerecorded voice message to mobile and landline numbers. Enterprises have the option to deliver text messages to mobile numbers and fall back to voice messages, if needed.
Interactions Virtual Assistant solutions powered by the Curo platform
Interactions solutions are built with patented Adaptive Understanding technology that delivers unprecedented comprehension so customers can speak in their own words – and accomplish more in less time.
Jacada Visual IVR
Visual IVR transforms voice IVR into a digital experience, improving self-service by more than 10 percent based on the company’s implementations at Fortune 500 companies and allows customers to transition from the digital channel to the agent with full context resulting in significantly reduced handle times.
OpenText Explore delivers cross-channel analytics, consolidating all customer behavior—whether direct or indirect, structured or unstructured—to identify patterns and emerging trends.
Leveraging real data and the human voice, this solution creates Speech to Speech dialogs to optimize customer communications – improving customer experience and growing brand loyalty in the process.
This subscription-based analytics software for contact centers reveals the root cause of customer-impacting issues.
Verint Systems Inc.
Verint Real-Time Speech Analytics
This offering can transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence. The solution can automatically discover and analyze words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern.
The solution provides the complex infrastructure of telecom, email, and mail house distribution all in one API so users can easily integrate all that functionality with just a few lines of code.
ZOOM Speech Analytics
This solution analyzes recorded calls to help organizations gain insights into most business issues in the contact center, including customer retention, sales closure rates, compliance, and first call resolution.
Edited by Alicia Young