Speech Analytics to prevent and detect fraud in contact centers

A report from Global Industry Analysts (GIA) says the global call centers market is projected to reach $337.8 billion by 2018. According to the report, this revenue projection is primarily driven by increasing corporate focus on providing efficient customer service as a part of business development. Contact centers today are much more than a telephonic customer service provider, it has evolved into a segment that plays a vital role in business development and process compliance. This transformation is completely achieved with the help of innovative technologies that helps enterprises make good use of customer interactions.

Speech Analytics solution is one among those innovative tools that helps enterprises optimize their contact center operations and improve their customer service efficiency. It helps contact centers analyze customer interactions (both in real-time and batch mode) to detect and reduce fraud activities.

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Automation tools for Next Generation Contact Centers – Part II (Audio Mining)

In Part I of this Automation tools blog series, I’ve penned down the various benefits of using speech recognition technologies in a contact center. This blog will emphasize the reasons to deploy audio mining solutions in your contact centers.

Audio Mining research began in the late 1970s. Ever since it has been used to analyze volumes of audio content sources include customer interactions, newscasts, sporting events, telephone conversations, meeting notes, webcasts, etc. However, it has taken its commercial shape as product from the year 2002 to search archives of audio content for keywords and mark/replay the areas where keyword occurrences are spotted. From then, audio mining solution developers have crossed several hurdles (eg: speech recognition accuracy, vernacular language support, handling native accents & dialects) in mining the data for keywords.

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Innovative Voice Banking Solutions at 4th Annual Middle East Banking Innovation Summit, Dubai

Voice banking solutions at Dubai

Today, the global Islamic finance industry is set for double-digit growth in 2014, and the Middle East’s financial sector is one of the biggest spenders in IT. Leading research firm states ‘Combined Finance’ as the 2nd biggest business IT spenders in the Middle East region and they are predicted to invest $719.77 million in IT in 2014.  With huge investments pumping-in, the banking sector is expected to improve their regulatory compliance and risk management by upgrading the outdated legacy systems that won’t stand fit for today’s requirements and challenges.

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Meet Uniphore at Philippine International Banking Convention 2014

To drive growth and innovation in the Philippine banking industry, the Asian Banker is organizing the Philippine International Banking Convention (PIBC) in Manila, on 29th August 2014. In its consecutive fourth year, PIBC is promising to be a place that highlights innovative developments in the banking industry and showcase best practices followed by peers across the world. This event also serves as an eye-opener for bankers to unknot the challenges of financial inclusion, regulatory compliance, sustainability and competitiveness.

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