Voice in the Contact Centre - Joint Webinar with Speechmatics

ONLINE, UK   |    webinar


3rd December 2019

3.00PM GMT

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Many organizations are now making a conscious decision to record all customer interactions, and with advances in Voice technology are looking to utilize their voice data to fuel AI to improve customer experience and drive business and process improvements. 

A Gartner report cites that AI deployment in organizations has grown from 4% in 2018 to 14% 2019. With automatic speech recognition (ASR), machine learning (ML), and artificial intelligence (AI) making leaps and bounds in sophistication, organizations now have a significant business opportunity to take advantage of voice data at scale in both structured and unstructured formats - especially so in the contact center where voice is a salient data point as it can convey intent, sentiment, emotion, action, and context - information that is often difficult to discern in other forms of data.

Join Alex Fleming, Product Marketing Manager at Speechmatics and Hayley Skivington Product Marketing Manager Red Box where they will be discussing: 

  • How access to structured and unstructured voice data is helping to fuel AI
  • The importance of voice data and data sovereignty
  • Challenges that the contact center industry must overcome
  • The importance of high-quality audio recordings and high-quality speech technology
  • Drivers and business outcomes for adopting a voice first strategy
  • Expectations on voice technology providers
  • How voice technology is uplifting sales and CX workflows and outcomes
  • How the evolution of voice is impacting business success