Speech analytics stories

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

FICO says banks should use dynamic profiling to flag vulnerable customers earlier, as UK unemployment hits 5.2% and pressure grows under FCA rules.

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

Oracle launches an AI agent platform for retail banks, blending autonomous agents and human oversight to automate and personalise services.

Simwood launches on-net conversational AI agents for carriers and MSPs, embedding voice and WhatsApp bots directly into UCaaS networks.

UK regulated firms urged to embrace technology for compliance, or risk falling behind as stricter rules and customer expectations reshape industries.

Zoom enhances the capabilities of its AI Companion to boost productivity, communication and inclusivity across its platform, introducing new features and capabilities.

MSI Reproductive Choices partners with IPI for an extensive digital transformation, driving up client interaction by 23%, modernising staff management, and promoting remote working.

Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.