Speech Insights

Voci is committed to delivering solutions that mine actionable insights from your voice data and improve your profitability

GRC

Over-Promising in Telemarketing: Achieving Zero Tolerance with Speech Analytics

May 20, 2019

Improper telemarketing practices that lead to enforcement actions against businesses are, fortunately, rare. But the penalties (along with many other business headaches) can be steep. For example, in March of this year, the FCC fined a phone company over $2 million, in part for deceptive marketing p ...

Read Over-Promising in Telemarketing: Achieving Zero Tolerance with Speech Analytics

GRC

How a Full-Text ASR System Improves GRC

April 30, 2019

Governance, Risk management and Compliance (GRC) covers a wide range of different practices and needs. Speaking in general terms, good GRC practice requires analysis of the behavior of employees, contractors and other individuals for whom a business has responsibility. If this cannot be done, one ca ...

Read How a Full-Text ASR System Improves GRC

Customer Experience

Get the Right Price: Understand the Bottom Line

March 28, 2019

While my colleagues look at different aspects of an ASR evaluation, my job is to always look at the bottom line. The first step in understanding the bottom line of any purchase is determining our purpose and the objective of the spend. What does success (or failure) look like? What criteria will be ...

Read Get the Right Price: Understand the Bottom Line

Customer Experience

Get the Information You Need

March 28, 2019

As Voci’s new CEO (click on the About page to read a little more about me), I’m very pleased to have the opportunity to connect with you about something that’s always been important to me. I believe strongly in providing customers with the information they need about the solutions that can imp ...

Read Get the Information You Need

Customer Experience

Adapting to the Evolution of Your Business: How Flexible Deployment Helps You Succeed

March 04, 2019

Somewhere around the turn of the 5th century BC, Greek philosopher Heraclitus coined the phrase, “The only thing that is constant is change”. While I suspect he was not thinking about what the global business environment would look like in in the 21st century AD, his words have never been more a ...

Read Adapting to the Evolution of Your Business

GRC

GDPR and Call Centers: Ensuring Compliance in the Age of Brexit

January 19, 2019

The E.U. General Data Protection Regulation (GDPR) went into effect on May 25, 2018. This regulation poses unique challenges for call center operations. The key for the modern call center business is the ability to provide insightful analytics while complying with the GDPR data subject handling requ ...

Read GDPR and Call Centers: Ensuring Compliance in the Age of Brexit

Technical

Technology and Acronym Soup

January 05, 2019

One of the first things you notice when you start learning more about software and AI and STT is how many acronyms are used. It can get a bit overwhelming, so this blog is going to talk about some of the most common ones. ...

Read Technology and Acronym Soup

Technical

Artificial Intelligence Without a Robot Uprising

January 05, 2019

Artificial intelligence or AI is an idea that’s been around for a long, long time. Artificial beings that can think like humans have been talked about since ancient times. ...

Read Artificial Intelligence Without a Robot Uprising

GRC

State-of-the-Art Voice Scrubbing Technology Can Help Speech Analytics Systems Avoid the GDPR Minefield

December 04, 2018

Call center recordings contain a trove of valuable insights about customer satisfaction, service quality, agent performance, and customer churn. Speech analytics systems can uncover these insights through speech-to-text conversion of the recorded calls, followed by analysis of the converted text – ...

Read State-of-the-Art Voice Scrubbing Technology Can Help Speech Analytics Systems Avoid the GDPR Minefield

GRC

Data Management and Privacy: The Importance of Protecting Your Own Security

May 28, 2019

We hear about data breaches every day, as well as all the details about how major tech companies are collecting and using consumer data. There is a silent data war brewing. But the silent data war is with ourselves, between our desire for convenience and our need for privacy. We want companies and ...

Read Data Management and Privacy: The Importance of Protecting Your Own Security

Technical

Analyzing Language to Train ASR Systems: Combining Linguistics with AI Technology

May 07, 2019

One of the biggest challenges that automated transcription faced, at least until the machine learning/AI revolution we’re all currently living in, was the sheer complexity of language. Basically, computing needed to get to a point where it could deal with the evolving and diverging ways that we us ...

Read Analyzing Language to Train ASR Systems: Combining Linguistics with AI Technology

Customer Experience

See the Big Picture: Choosing Your ASR Solution

March 28, 2019

Many small details make up what’s in the overall big picture. To help our customers gain a competitive advantage, I believe that we must be attentive to their needs and work hand in hand with them to reach their goals. So I asked my team to look at ASR purchasing considerations often overlooked by ...

Read See the Big Picture: Choosing Your ASR Solution

Customer Experience

Maximize ROI: What to Include in Your ASR Solution Evaluation

March 28, 2019

Many factors go into choosing an ASR solution. Its accuracy is important. So is its speed, and multiple other considerations. But for most businesses, cost plays a significant role. As VP of Operations, I look at a specific solution’s features as well as its cost, as ROI considerations are centra ...

Read Maximize ROI: What to Include in Your ASR Solution Evaluation

Customer Experience

Voice-Based Data Can Be a Strategic Asset if Used Properly

March 19, 2019

Contact centers are key to any business intelligence strategy, yet they've traditionally been treated as a cost center rather than a valuable business asset. However, these call center conversations capture critical business insight by providing access to the actual voice of the customer, something ...

Read Voice-Based Data Can Be a Strategic Asset if Used Properly

Customer Experience

Accessing Your Audio Data: You Can’t Profit From What You Can’t See

January 25, 2019

The largest and richest source of insight into the experience your customers have with your brand comes from the phone conversations they have with your representatives. Surfacing these insights helps you manage risk, maximize sales effectiveness, gain market intelligence, and reduce costs. Because ...

Read Accessing Your Audio Data: You Can’t Profit From What You Can’t See

Call Center Management

Understanding Contact Centers

January 05, 2019

There’s a lot of specialized terms used in the contact center world. One is agent satisfaction. While agents in a contact center may not receive a report card, their agent satisfaction score measures their ability to help customers over the phone. The higher the score, the better the agent is doin ...

Read Understanding Contact Centers

Technical

Automatic Speech Recognition and You

January 05, 2019

Let’s start with the term right in the title: Automatic Speech Recognition or ASR. ASR takes natural speech and converts it into text. This is also called Speech-to-Text or STT. An ASR system is also called a speech engine. ...

Read Automatic Speech Recognition and You

Technical

Transcription 101

December 05, 2018

Like any high-tech field, STT (Speech-To-Text) shares many terms with the English language but gives them its own special twist. Take transcription, for example, which basically means writing something down. Writing something down is not that exciting a topic, until you consider that transcription i ...

Read Transcription 101

Technical

How to Make Speech Recognition Software That Works — and Keeps Working

May 28, 2019

In my experience, no significant software project is ever really "done." There's always something that can be improved, and customer requirements are always changing. In addition, as new technologies emerge, it makes sense to take advantage of them. If you don't, your competitors will, and that put ...

Read How to Make Speech Recognition Software That Works -- and Keeps Working

Technical

Complexity of Language and ASR Challenges: How Cultural Variation Affects Transcription

May 13, 2019

In a previous blog, Catherine talked about what we linguists do here at Voci. (If you haven’t read it, click here!). In this blog, I’m going to expand on this, and talk about some examples of the challenges we run into everyday, challenges which are just part of how language works. Regional and ...

Read Complexity of Language and ASR Challenges: How Cultural Variation Affects Transcription

Technical

When It Has to Be Right: Transcription Accuracy and Tuning Speech Recognition

April 02, 2019

So, you’ve bought yourself a new ASR solution. You did your research, you found the system that works best for your business, you researched the vendor, and finally you took the plunge. You’re sure that this is going to work perfectly, and all you need to do is turn it on and start feeding it ca ...

Read When It Has to Be Right: Transcription Accuracy and Tuning Speech Recognition

Technical

The Real Costs of Deploying ASR Solutions

March 28, 2019

In my 15+ years as an Engineering Pre- and Post-Sales Support Executive, I rarely encountered a company that didn’t have some existing analytics platforms, which often operated in separate silos. When evaluating a new technology solution, it’s crucial to perform due diligence on integration with ...

Read The Real Costs of Deploying ASR Solutions

Technical

Impressions from NVIDIA GTC 2019

March 26, 2019

Inside every serious deep learning house, there is a cluster of machines. Inside each machine, there is one GPU card. Since Voci is a serious deep learning house, we end up owning many GPU cards. By now, no one would disagree that deep learning has reinvigorated the ASR industry. Back in 2013, Vo ...

Read Impressions from NVIDIA GTC 2019

GRC

Information Security and Tuning Your ASR Solution: Keeping You, Your Business and Your Customers Safe

February 21, 2019

It’s no secret that pretty much everybody hates information security. At best, it’s annoying. You have to keep track of a bunch of passwords, you have to lock your computer whenever you get up (even if it’s only for five minutes), and there’s a lot of websites you can’t get to on your comp ...

Read Information Security and Tuning Your ASR Solution

GRC

Governance, Risk Management, and Compliance

January 05, 2019

In this blog, we’re going to talk about a specialized area of business where STT can offer a lot of support: Governance, Risk Management and Compliance, or GRC. ...

Learn about GRC - Click Here

Technical

I’ve Transcribed Speech, But What Can I Do With It?

January 05, 2019

There’s a whole set of terms which we use to talk about doing more than just plain transcription. This gets us into a set of features in ASR software that identify the context of speech, as well as identifying speakers and allowing for classification of calls. ...

Read I’ve Transcribed Speech, But What Can I Do With It?

Technical

Real Benefits from Artificial Intelligence

December 06, 2018

One of the key AI technologies that Voci's speech recognition implements is deep learning, a machine learning technique that enables software to do what comes naturally to humans: learn by example. ...

Read Real Benefits from Artificial Intelligence

Call Center Management

How AI is Transforming Call Center Training

December 03, 2018

The training of call center agents is about to experience a revolutionary advancement. Thanks to machine learning, personalized real-time coaching based on speech-to-text transcriptions and analytics will be made possible. Current Practices Typically teams of coaches can listen to only 10 or so ra ...

Read How AI is Transforming Call Center Training

Technical

How to Make Speech Recognition Software That Works — and Keeps Working

May 28, 2019

In my experience, no significant software project is ever really "done." There's always something that can be improved, and customer requirements are always changing. In addition, as new technologies emerge, it makes sense to take advantage of them. If you don't, your competitors will, and that put ...

Read How to Make Speech Recognition Software That Works -- and Keeps Working

GRC

Data Management and Privacy: The Importance of Protecting Your Own Security

May 28, 2019

We hear about data breaches every day, as well as all the details about how major tech companies are collecting and using consumer data. There is a silent data war brewing. But the silent data war is with ourselves, between our desire for convenience and our need for privacy. We want companies and ...

Read Data Management and Privacy: The Importance of Protecting Your Own Security

GRC

Over-Promising in Telemarketing: Achieving Zero Tolerance with Speech Analytics

May 20, 2019

Improper telemarketing practices that lead to enforcement actions against businesses are, fortunately, rare. But the penalties (along with many other business headaches) can be steep. For example, in March of this year, the FCC fined a phone company over $2 million, in part for deceptive marketing p ...

Read Over-Promising in Telemarketing: Achieving Zero Tolerance with Speech Analytics

Technical

Complexity of Language and ASR Challenges: How Cultural Variation Affects Transcription

May 13, 2019

In a previous blog, Catherine talked about what we linguists do here at Voci. (If you haven’t read it, click here!). In this blog, I’m going to expand on this, and talk about some examples of the challenges we run into everyday, challenges which are just part of how language works. Regional and ...

Read Complexity of Language and ASR Challenges: How Cultural Variation Affects Transcription

Technical

Analyzing Language to Train ASR Systems: Combining Linguistics with AI Technology

May 07, 2019

One of the biggest challenges that automated transcription faced, at least until the machine learning/AI revolution we’re all currently living in, was the sheer complexity of language. Basically, computing needed to get to a point where it could deal with the evolving and diverging ways that we us ...

Read Analyzing Language to Train ASR Systems: Combining Linguistics with AI Technology

GRC

How a Full-Text ASR System Improves GRC

April 30, 2019

Governance, Risk management and Compliance (GRC) covers a wide range of different practices and needs. Speaking in general terms, good GRC practice requires analysis of the behavior of employees, contractors and other individuals for whom a business has responsibility. If this cannot be done, one ca ...

Read How a Full-Text ASR System Improves GRC

Technical

When It Has to Be Right: Transcription Accuracy and Tuning Speech Recognition

April 02, 2019

So, you’ve bought yourself a new ASR solution. You did your research, you found the system that works best for your business, you researched the vendor, and finally you took the plunge. You’re sure that this is going to work perfectly, and all you need to do is turn it on and start feeding it ca ...

Read When It Has to Be Right: Transcription Accuracy and Tuning Speech Recognition

Customer Experience

See the Big Picture: Choosing Your ASR Solution

March 28, 2019

Many small details make up what’s in the overall big picture. To help our customers gain a competitive advantage, I believe that we must be attentive to their needs and work hand in hand with them to reach their goals. So I asked my team to look at ASR purchasing considerations often overlooked by ...

Read See the Big Picture: Choosing Your ASR Solution

Customer Experience

Get the Right Price: Understand the Bottom Line

March 28, 2019

While my colleagues look at different aspects of an ASR evaluation, my job is to always look at the bottom line. The first step in understanding the bottom line of any purchase is determining our purpose and the objective of the spend. What does success (or failure) look like? What criteria will be ...

Read Get the Right Price: Understand the Bottom Line

Technical

The Real Costs of Deploying ASR Solutions

March 28, 2019

In my 15+ years as an Engineering Pre- and Post-Sales Support Executive, I rarely encountered a company that didn’t have some existing analytics platforms, which often operated in separate silos. When evaluating a new technology solution, it’s crucial to perform due diligence on integration with ...

Read The Real Costs of Deploying ASR Solutions

Customer Experience

Maximize ROI: What to Include in Your ASR Solution Evaluation

March 28, 2019

Many factors go into choosing an ASR solution. Its accuracy is important. So is its speed, and multiple other considerations. But for most businesses, cost plays a significant role. As VP of Operations, I look at a specific solution’s features as well as its cost, as ROI considerations are centra ...

Read Maximize ROI: What to Include in Your ASR Solution Evaluation

Customer Experience

Get the Information You Need

March 28, 2019

As Voci’s new CEO (click on the About page to read a little more about me), I’m very pleased to have the opportunity to connect with you about something that’s always been important to me. I believe strongly in providing customers with the information they need about the solutions that can imp ...

Read Get the Information You Need

Technical

Impressions from NVIDIA GTC 2019

March 26, 2019

Inside every serious deep learning house, there is a cluster of machines. Inside each machine, there is one GPU card. Since Voci is a serious deep learning house, we end up owning many GPU cards. By now, no one would disagree that deep learning has reinvigorated the ASR industry. Back in 2013, Vo ...

Read Impressions from NVIDIA GTC 2019

Customer Experience

Voice-Based Data Can Be a Strategic Asset if Used Properly

March 19, 2019

Contact centers are key to any business intelligence strategy, yet they've traditionally been treated as a cost center rather than a valuable business asset. However, these call center conversations capture critical business insight by providing access to the actual voice of the customer, something ...

Read Voice-Based Data Can Be a Strategic Asset if Used Properly

Customer Experience

Adapting to the Evolution of Your Business: How Flexible Deployment Helps You Succeed

March 04, 2019

Somewhere around the turn of the 5th century BC, Greek philosopher Heraclitus coined the phrase, “The only thing that is constant is change”. While I suspect he was not thinking about what the global business environment would look like in in the 21st century AD, his words have never been more a ...

Read Adapting to the Evolution of Your Business

GRC

Information Security and Tuning Your ASR Solution: Keeping You, Your Business and Your Customers Safe

February 21, 2019

It’s no secret that pretty much everybody hates information security. At best, it’s annoying. You have to keep track of a bunch of passwords, you have to lock your computer whenever you get up (even if it’s only for five minutes), and there’s a lot of websites you can’t get to on your comp ...

Read Information Security and Tuning Your ASR Solution

Customer Experience

Accessing Your Audio Data: You Can’t Profit From What You Can’t See

January 25, 2019

The largest and richest source of insight into the experience your customers have with your brand comes from the phone conversations they have with your representatives. Surfacing these insights helps you manage risk, maximize sales effectiveness, gain market intelligence, and reduce costs. Because ...

Read Accessing Your Audio Data: You Can’t Profit From What You Can’t See

GRC

GDPR and Call Centers: Ensuring Compliance in the Age of Brexit

January 19, 2019

The E.U. General Data Protection Regulation (GDPR) went into effect on May 25, 2018. This regulation poses unique challenges for call center operations. The key for the modern call center business is the ability to provide insightful analytics while complying with the GDPR data subject handling requ ...

Read GDPR and Call Centers: Ensuring Compliance in the Age of Brexit

GRC

Governance, Risk Management, and Compliance

January 05, 2019

In this blog, we’re going to talk about a specialized area of business where STT can offer a lot of support: Governance, Risk Management and Compliance, or GRC. ...

Learn about GRC - Click Here

Call Center Management

Understanding Contact Centers

January 05, 2019

There’s a lot of specialized terms used in the contact center world. One is agent satisfaction. While agents in a contact center may not receive a report card, their agent satisfaction score measures their ability to help customers over the phone. The higher the score, the better the agent is doin ...

Read Understanding Contact Centers

Technical

Technology and Acronym Soup

January 05, 2019

One of the first things you notice when you start learning more about software and AI and STT is how many acronyms are used. It can get a bit overwhelming, so this blog is going to talk about some of the most common ones. ...

Read Technology and Acronym Soup

Technical

I’ve Transcribed Speech, But What Can I Do With It?

January 05, 2019

There’s a whole set of terms which we use to talk about doing more than just plain transcription. This gets us into a set of features in ASR software that identify the context of speech, as well as identifying speakers and allowing for classification of calls. ...

Read I’ve Transcribed Speech, But What Can I Do With It?

Technical

Automatic Speech Recognition and You

January 05, 2019

Let’s start with the term right in the title: Automatic Speech Recognition or ASR. ASR takes natural speech and converts it into text. This is also called Speech-to-Text or STT. An ASR system is also called a speech engine. ...

Read Automatic Speech Recognition and You

Technical

Artificial Intelligence Without a Robot Uprising

January 05, 2019

Artificial intelligence or AI is an idea that’s been around for a long, long time. Artificial beings that can think like humans have been talked about since ancient times. ...

Read Artificial Intelligence Without a Robot Uprising

Technical

Real Benefits from Artificial Intelligence

December 06, 2018

One of the key AI technologies that Voci's speech recognition implements is deep learning, a machine learning technique that enables software to do what comes naturally to humans: learn by example. ...

Read Real Benefits from Artificial Intelligence

Technical

Transcription 101

December 05, 2018

Like any high-tech field, STT (Speech-To-Text) shares many terms with the English language but gives them its own special twist. Take transcription, for example, which basically means writing something down. Writing something down is not that exciting a topic, until you consider that transcription i ...

Read Transcription 101

GRC

State-of-the-Art Voice Scrubbing Technology Can Help Speech Analytics Systems Avoid the GDPR Minefield

December 04, 2018

Call center recordings contain a trove of valuable insights about customer satisfaction, service quality, agent performance, and customer churn. Speech analytics systems can uncover these insights through speech-to-text conversion of the recorded calls, followed by analysis of the converted text – ...

Read State-of-the-Art Voice Scrubbing Technology Can Help Speech Analytics Systems Avoid the GDPR Minefield

Call Center Management

How AI is Transforming Call Center Training

December 03, 2018

The training of call center agents is about to experience a revolutionary advancement. Thanks to machine learning, personalized real-time coaching based on speech-to-text transcriptions and analytics will be made possible. Current Practices Typically teams of coaches can listen to only 10 or so ra ...

Read How AI is Transforming Call Center Training

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