“We’ve always said that the call center is the voice of the company, but you don’t really realize it until you see the impact of the data you’ve been able to expose. We call it: ‘actionable intelligence insights.’”
– Wayne Ramprashad, Chief Product Officer at Voci Technologies Inc.
Welcome to OneTAKE Live! In this episode, join host Ian Barkin as he sits down with Wayne Ramprashad, chief product officer at Voci Technologies Inc., to talk about the future of speech-activated automation, how technology will speak to us in the digital future of work, and much more.
Have you spoken to your computer lately? As it turns out, they’re pretty good listeners. Advanced voice recognition algorithms are making it possible for the technology we use to understand us, help us, and even chime in when we need it. And since computers don’t need rest or sleep, they’re the ultimate assistants in the increasingly digital future of work.
“The complexity of the things that customers are calling for is going up every day. Our problems don’t get easier; they get harder,” Wayne explains. “But the agents are going to be more able to focus in on the experience and be nudged in the right direction. I think that’s going to be the real difference in the future: having that real-time coach — and brain — and everything else running behind you; it’s just going to completely change the landscape of how we talk to customers.”
Wayne has an impressive history of experiences with major organizations like IBM, AOL Time Warner, Comcast, and even the New York Stock Exchange (NYSE).
Join us and find out more about the future of voice in the digital future of work on OneTAKE Live!