Speech Insights

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

GRC

Privacy and Security: Two Sides of the Same Coin

September 23, 2019

As consumers we are rapidly becoming aware of the value of our personal data. Our digital footprints are growing at an exponential rate. Every transaction, every phone call, every text, tweet, photo, blog, email, and website visit adds to our digital footprint. It is impossible to live in today’s ...

Read Privacy and Security: Two Sides of the Same Coin

Technical

Working Together: Combining Speech Analytics with Speech Recognition

August 26, 2019

So far, we’ve covered two sets of considerations that should go into the decision to purchase an STT or ASR solution: if you’re interested in a solution, but don’t have one already; and if you’ve already got an STT solution in place. In this blog, I’m going to look at the questions you sh ...

Read Working Together: Combining Speech Analytics with Speech Recognition

Community Investment

Going Over the Edge: Raising Funds for Our Clubhouse and Cancer Support

August 05, 2019

This blog is a bit of a change of pace from our usual content. I want to tell you about something that’s very important to me personally and to Voci as a team. Everyone has some connection to cancer. According to the American Cancer Society, about one-third of all people in the US will develop ca ...

Read Going Over the Edge: Raising Funds for Our Clubhouse and Cancer Support

Technical

Neural Networks, Deep Learning and Automatic Speech Recognition: How Speech to Text Works

July 08, 2019

As you know, Voci works on automatic speech recognition (ASR). I’ve been with Voci almost since the beginning — nearly 8 years — helping to develop our speech recognition engine. Over those years, I have often been asked about what exactly the engine does. How does speech recognition work? ...

Read Neural Networks, Deep Learning and Automatic Speech Recognition: How Speech to Text Works

Customer Experience

Enhancing Customer Experience for Health Insurance: Tuning for Industry-Specific Vocabulary

June 20, 2019

When it comes to transcription, key terms are important for categorizing calls, identifying discussion topics, and assessing sentiment. Improving key term recognition can often have a greater impact on the delivery of actionable insights than generalized transcription accuracy improvement of a langu ...

Read Enhancing Customer Experience for Health Insurance: Tuning for Industry-Specific Vocabulary

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

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

Call Center Management

Time is Money: Getting Crucial Customer Insights When You Need Them

September 30, 2019

“Time is money”, Ben Franklin said. He didn’t know the half of it. In today’s business world, everything is money, especially data. Good, reliable, actionable data makes you money. Data you can’t see will cost you. As you know, there are a lot of options out there for getting data out of ...

Read Time is Money: Getting Crucial Customer Insights When You Need Them

Customer Experience

Working as a Single Enterprise: Keeping Customer Data Out of Internal Silos

September 09, 2019

Customers will call your business for a wide variety of reasons. Which part of your business needs to take responsibility depends largely on why they’re calling. If a customer calls for new service or a new product, that’s for sales. If a customer calls with a complaint, that’s for customer se ...

Read Working as a Single Enterprise: Keeping Customer Data Out of Internal Silos

Technical

Navigating the Market: Getting Started with Automatic Speech Recognition

August 12, 2019

If you’ve looked into Automatic Speech Recognition (ASR) or speech to text (STT), you know that the industry is constantly changing. Regardless of where your business is — investigating options, considering a replacement, or totally new to the field — you need a good plan in place in order to ...

Read Navigating the Market: Getting Started with Automatic Speech Recognition

Technical

The Role of Context in Language: Implications for ASR

July 15, 2019

When it comes to building software to do things that humans do easily and naturally, we run into challenges. Image recognition, self-driving vehicles and natural language processing (NLP) are three prominent examples that technology companies are currently working on, with varying degrees of success ...

Read The Role of Context in Language: Implications for ASR

Customer Experience

Impressions from Xperience19

June 26, 2019

The Genesys Xperience19 conference was held amongst the backdrop of the beautiful Rocky Mountain range. The event was packed with thousands of customers and partners. It was a culmination of memorable moments, which coincidentally aligns with the theme of this year’s conference: delivering the bes ...

Read Impressions from Xperience19

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

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

A Personal Note on Arctic and the Author of the Danger Trail

October 06, 2019

“Author of the Danger Trail, Philip Steels, etc.” Do you recognize this sentence? If so, chances are very good that you are a speech technology researcher. Mostly likely your specialty is speech synthesis, i.e., text-to-speech (TTS). Or perhaps you toil away in the related field of voice transf ...

Read A Personal Note on Arctic and the Author of the Danger Trail

Technical

Conversations, Commands and Speech Recognition

September 16, 2019

Most people, when they hear about ASR or automatic speech recognition, immediately think of home devices, like Alexa or Google Home. They sit in a corner on a table or in the kitchen, and you can, if you speak loudly and clearly enough, order them to perform all kinds of tasks, such as playing music ...

Read Conversations, Commands and Speech Recognition

Technical

The Possibilities of Change: How to Find the Right Speech to Text Solution

August 19, 2019

In a previous blog, Kevin covered some considerations that should go into the decision to purchase an STT or ASR solution. If you’ve already got an STT solution in place, however, your needs are quite different. You may be satisfied with your existing STT solution. Or you may be resigned to deali ...

Read The Possibilities of Change: How to Find the Right Speech to Text Solution

Call Center Management

Unlocking the Value of Contact Center Data

July 22, 2019

Success in today’s business environment is based on several factors. Accurate and up to date business intelligence is one of the most important. Without knowing how your business is performing, you can’t effectively respond to problems, encourage areas of strength, and beat the competition. All ...

Read Unlocking the Value of Contact Center Data

Technical

Checking Automatic Transcriptions and Not Getting Coffee: On Being a Language Intern

July 01, 2019

Developing an automatic speech recognition system, as we do here at Voci, takes a lot of different types of contributions, from experts in both language and technology. We work on the linguistics side, as language interns. And, while we may not be experts (yet!), we’re still an important part of t ...

Read Checking Automatic Transcriptions and Not Getting Coffee: On Being a Language Intern

Call Center Management

Making Telephone Surveys Effective: Quality Management in Polling and Telephone Survey Research

June 12, 2019

Live interview telephone surveys are still one of the most accurate ways to conduct a public opinion poll. This is especially true in geographic areas that are too small for an adequate sample size of online respondents. According to Pew Research, about 11% of Americans don’t use the internet at a ...

Read Making Telephone Surveys Effective: Quality Management in Polling and Telephone Survey Research

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

Technical

A Personal Note on Arctic and the Author of the Danger Trail

October 06, 2019

“Author of the Danger Trail, Philip Steels, etc.” Do you recognize this sentence? If so, chances are very good that you are a speech technology researcher. Mostly likely your specialty is speech synthesis, i.e., text-to-speech (TTS). Or perhaps you toil away in the related field of voice transf ...

Read A Personal Note on Arctic and the Author of the Danger Trail

Call Center Management

Time is Money: Getting Crucial Customer Insights When You Need Them

September 30, 2019

“Time is money”, Ben Franklin said. He didn’t know the half of it. In today’s business world, everything is money, especially data. Good, reliable, actionable data makes you money. Data you can’t see will cost you. As you know, there are a lot of options out there for getting data out of ...

Read Time is Money: Getting Crucial Customer Insights When You Need Them

GRC

Privacy and Security: Two Sides of the Same Coin

September 23, 2019

As consumers we are rapidly becoming aware of the value of our personal data. Our digital footprints are growing at an exponential rate. Every transaction, every phone call, every text, tweet, photo, blog, email, and website visit adds to our digital footprint. It is impossible to live in today’s ...

Read Privacy and Security: Two Sides of the Same Coin

Technical

Conversations, Commands and Speech Recognition

September 16, 2019

Most people, when they hear about ASR or automatic speech recognition, immediately think of home devices, like Alexa or Google Home. They sit in a corner on a table or in the kitchen, and you can, if you speak loudly and clearly enough, order them to perform all kinds of tasks, such as playing music ...

Read Conversations, Commands and Speech Recognition

Customer Experience

Working as a Single Enterprise: Keeping Customer Data Out of Internal Silos

September 09, 2019

Customers will call your business for a wide variety of reasons. Which part of your business needs to take responsibility depends largely on why they’re calling. If a customer calls for new service or a new product, that’s for sales. If a customer calls with a complaint, that’s for customer se ...

Read Working as a Single Enterprise: Keeping Customer Data Out of Internal Silos

Technical

Working Together: Combining Speech Analytics with Speech Recognition

August 26, 2019

So far, we’ve covered two sets of considerations that should go into the decision to purchase an STT or ASR solution: if you’re interested in a solution, but don’t have one already; and if you’ve already got an STT solution in place. In this blog, I’m going to look at the questions you sh ...

Read Working Together: Combining Speech Analytics with Speech Recognition

Technical

The Possibilities of Change: How to Find the Right Speech to Text Solution

August 19, 2019

In a previous blog, Kevin covered some considerations that should go into the decision to purchase an STT or ASR solution. If you’ve already got an STT solution in place, however, your needs are quite different. You may be satisfied with your existing STT solution. Or you may be resigned to deali ...

Read The Possibilities of Change: How to Find the Right Speech to Text Solution

Technical

Navigating the Market: Getting Started with Automatic Speech Recognition

August 12, 2019

If you’ve looked into Automatic Speech Recognition (ASR) or speech to text (STT), you know that the industry is constantly changing. Regardless of where your business is — investigating options, considering a replacement, or totally new to the field — you need a good plan in place in order to ...

Read Navigating the Market: Getting Started with Automatic Speech Recognition

Community Investment

Going Over the Edge: Raising Funds for Our Clubhouse and Cancer Support

August 05, 2019

This blog is a bit of a change of pace from our usual content. I want to tell you about something that’s very important to me personally and to Voci as a team. Everyone has some connection to cancer. According to the American Cancer Society, about one-third of all people in the US will develop ca ...

Read Going Over the Edge: Raising Funds for Our Clubhouse and Cancer Support

Call Center Management

Unlocking the Value of Contact Center Data

July 22, 2019

Success in today’s business environment is based on several factors. Accurate and up to date business intelligence is one of the most important. Without knowing how your business is performing, you can’t effectively respond to problems, encourage areas of strength, and beat the competition. All ...

Read Unlocking the Value of Contact Center Data

Technical

The Role of Context in Language: Implications for ASR

July 15, 2019

When it comes to building software to do things that humans do easily and naturally, we run into challenges. Image recognition, self-driving vehicles and natural language processing (NLP) are three prominent examples that technology companies are currently working on, with varying degrees of success ...

Read The Role of Context in Language: Implications for ASR

Technical

Neural Networks, Deep Learning and Automatic Speech Recognition: How Speech to Text Works

July 08, 2019

As you know, Voci works on automatic speech recognition (ASR). I’ve been with Voci almost since the beginning — nearly 8 years — helping to develop our speech recognition engine. Over those years, I have often been asked about what exactly the engine does. How does speech recognition work? ...

Read Neural Networks, Deep Learning and Automatic Speech Recognition: How Speech to Text Works

Technical

Checking Automatic Transcriptions and Not Getting Coffee: On Being a Language Intern

July 01, 2019

Developing an automatic speech recognition system, as we do here at Voci, takes a lot of different types of contributions, from experts in both language and technology. We work on the linguistics side, as language interns. And, while we may not be experts (yet!), we’re still an important part of t ...

Read Checking Automatic Transcriptions and Not Getting Coffee: On Being a Language Intern

Customer Experience

Impressions from Xperience19

June 26, 2019

The Genesys Xperience19 conference was held amongst the backdrop of the beautiful Rocky Mountain range. The event was packed with thousands of customers and partners. It was a culmination of memorable moments, which coincidentally aligns with the theme of this year’s conference: delivering the bes ...

Read Impressions from Xperience19

Customer Experience

Enhancing Customer Experience for Health Insurance: Tuning for Industry-Specific Vocabulary

June 20, 2019

When it comes to transcription, key terms are important for categorizing calls, identifying discussion topics, and assessing sentiment. Improving key term recognition can often have a greater impact on the delivery of actionable insights than generalized transcription accuracy improvement of a langu ...

Read Enhancing Customer Experience for Health Insurance: Tuning for Industry-Specific Vocabulary

Call Center Management

Making Telephone Surveys Effective: Quality Management in Polling and Telephone Survey Research

June 12, 2019

Live interview telephone surveys are still one of the most accurate ways to conduct a public opinion poll. This is especially true in geographic areas that are too small for an adequate sample size of online respondents. According to Pew Research, about 11% of Americans don’t use the internet at a ...

Read Making Telephone Surveys Effective: Quality Management in Polling and Telephone Survey Research

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

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

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

Stay updated with Voci's speech insights

Please type your first name.
Please type your last name.
Invalid email address.
Invalid Input
I have read and agree with Voci’s Privacy Notice