Speech Blog

We’re told that customers have come to expect good service, so good service is expected as normal; exceptional service now requires to be classified as 'good service'. That’s great, but what's next on the horizon?

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Recent trends such as the online completion of the Census indicate that people are more willing to perform tasks electronically, including voting. Concerns are raised regarding the privacy and security of individual's identity using this method. Suggestions to overcome these include the use of voice biometrics

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Many people are quick to blame the speech recognition IVR when a caller experience is not ideal; however, how many organisations have listened to their own IVR to see what their customers are really experiencing? The following provides some insights into how speech recognition solutions can work better to create a better customer experience

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Fraudsters are stealing more than just wallets these days, they are now capable of buying a house in a different name.

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In a recent Avaya study, only 72% of customers were satisfied with their customer service experiences. So what can organisations do to improve these figures?

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