Speech technologies, and their role in the enterprise, were a hot topic at this year’s Enterprise Connect conference, which wrapped up last week in Orlando. We were honored to have Conversation Analyzer, our powerful speech analytics tool, featured in the Innovation Showcase, a juried show that included rapid-fire presentations of speech technologies that are fueling the next generation of communications and collaboration.
Conversation Analyzer and five other speech tech solutions were selected from 18 entries by a panel of judges that included Joseph Williams, ICT sector lead for the State of Washington, Dan Miller, lead analyst for Opus Research, and Dave Michels, principal analyst at TalkingPointz, who led and moderated the Innovation Showcase. Michels said breakthroughs in AI and natural language processing have allowed for tremendous progress in speech technologies, including the abilities to understand intent, more languages and emotional state. The Innovation Showcase included a variety of use cases for speech tech that went well beyond traditional command/response functionality.
“The applicants for this year’s Innovation Showcase exceeded my expectations, and we had trouble choosing just six companies,” Michels says. “Our goal was to select compelling examples of how speech technologies can be used to facilitate and improve enterprise communications. One of the things I really liked about Conversation Analyzer is its ability to coach agents. There is no question that contact centers could be improved with automatic, seamless coaching of the agent. Being able to understand the tone and emotion in a conversation is a really nice feature, and NewVoiceMedia’s solution brings in the meta data and analytics that allow contact center teams to take action on those insights.”
NewVoiceMedia Regional Vice President of Sales Engineering Scott Gluck presented Conversation Analyzer during the Innovation Showcase. Watch his post-presentation interview below to learn more about our solution and how speech analytics are shaping the future of the contact center.