Speech Insights

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

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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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