Voice Technology

Voice Technology articles

AI voice agents, speech analytics, IVR and transcription: what the technology can genuinely do today and where the limits still sit.

Voice Technology

The Hidden Cost of Answering Machine Detection Errors

Answering machine detection fails in two directions, and most teams only measure one of them. How to quantify both and pick a sensible operating point.

10 October 20263 min read

Voice Technology

How AI Voice Agents Are Reshaping Tier-1 Customer Support

The contact centre industry is seeing a significant shift towards AI-powered voice agents for routine customer interactions. We examine the practical implications for Tier-1 support teams.

14 January 20255 min read

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