January/February 2025

Magazine Features

Succeeding in the Battle Against Deepfakes

New AI tech is helping detect voice and video fraud attempts.

AI Rapidly Automating Audio Content Generation

New solutions lower costs and improve voice quality.

Deployments

Amelia AI Agents Drive 20 Percent Productivity Increase

SoundHound's technology reduces call volume and supports 100,000 calls for Apivia Courtage.

Verint Speech Analytics Saves Money for Premier Bankcard

Time and cost savings add up.

The Business Case

Conversational AI Is Ushering in Huge Contact Center Advances

These solutions are getting better just as self-service becomes a top priority.

Voice Value

Customer Experience AI: Will Perception Drive or Deter Adoption?

We've not yet seen the tipping point for customers when it comes to AI in the contact center.

FYI

Researchers Expand on-Device Speech Recognition

New algorithm eliminates the need for an internet connection and lots of RAM.