But in the old contact center world, voice got a bad rap. Wait times, queues, IVRs in loops.
All that’s changed. Voice innovation now powers endless possibilities.
Voice is back. It’s a new world for customer experience. That's because now, voice is not just the domain of people. Machines are now able to understand our intent, semantics and sentiment, to translate or transcribe what we say and reply using the spoken word.
But while the possibilities are magical, they bely the complexity in getting these new applications right. This new world requires new tools to deliver success and measure ongoing performance.