Voice Recognition Hits a Language Barrier

The number of communications options available at our fingertips means we never have to be out of touch with people unless we truly seek separation. Still, we cling to the power of voice, recognizing the value it has in relationships and communications. To that end, voice recognition has gained in popularity over the last few years, especially with the availability of Siri and Google Voice.
The challenge in the industry, however, is that many of the available technologies are only seamlessly performing in common languages. When companies need to employ call recording software to analyze and gather data based on interactions with colleagues, customers or others whose first language is not English, there can be a real challenge if the voice recognition technology can’t pick up on the dialect.

Unfortunately, it’s difficult to fine-tune voice recognition in diverse languages, making some smartphone technologies useless on the other side of the world. For those in Korea, for instance, Google’s hands-free voice search service won’t work. As a result, the latest Android phones introduced there offer no hands-free search benefits.

Known as OK Google, the search giant’s speech recognition service is nearly useless in non-English speaking countries. This latest version was added to the Google operating system, Android 4.4 KitKat, released at the end of October 2013. The service enables the user to voice search on the device by simply speaking the words, “OK Google” to the device without needing to touch the screen on the smartphone. The service is meant to improve the user experience, but only if it works properly.

OK Google was introduced as the provider’s answer to Apple’s Siri, but a lack of support outside of English-speaking countries is a real problem. And, this problem is sparking complaints from users around the world – and why wouldn’t it? Most investments in a new phone are done so for the added features. If a feature is limited, the value quickly diminishes.

The lack of language availability is not necessarily Google’s fault alone. The reality is voice recognition technology is difficult to fine-tune in diverse languages. The demand for voice recognition and call recording software in key revenue areas will decide how quickly this technology will be developed. With a growing need in the business sector, we may see expansions in the service sooner rather than later.

This demand in the business sector is likely to have the largest impact on the development in speech recognition as the call recording software industry has a vested interest in the expansion. Simply developing the technology for a smartphone customers are going to buy anyway is not enough of a pull to justify the investment. Google has the resources, but it’s not a key focus or revenue generating area. The company will likely rely on others to advance the technology so they can benefit.

Mobile Banking Takes ‘Hands Free’ to Next Level

Last year, I decided it was time to stop driving the SUV as my primary transportation and buy something a little more practical. While my research focused primarily on miles per gallon, value for the dollar and style, who knew I was also entering the next generation in speech recognition. My Honda Accord not only syncs perfectly with my iPhone – it also obeys the sound of my voice.
As a result of this capability, I can get a lot done when I’m driving from one place to the next. It’s not uncommon to use drive time to catch up on phone calls. And, due to the voice recognition and phone syncing technology, I can do it all hands-free. It only gets complicated when I try interacting with a contact center and I have to navigate the phone tree with the keypad

Top 5 Reasons It’s Time to Update Your Call Recording Software

Making a technology purchase is never a quick decision. It requires due diligence to ensure the next step is the right one for the organization. Sometimes it’s simply an update to a current and proven system. Sometimes it’s a complete shift away from the old way of doing things. When it comes to call recording software, the process demands a look into proven methods and long-term strategies to make the right decision.
Fortunately, there are specific indicators that can give you a clue into when it’s time to make the change. OrecX recently published its own top nine indicators list, providing insight into the right time to look for new call recording software. Here, we’ll borrow from this list, narrowing it down to the top five most important things to look for, as these issues can hinder the experience or rob you of the recording benefits if a change is not made.

1. Support is no longer available – this is a critical sign with any technology investment as the money spent on the solution from that point on is a risk. If a company stops making the software or it will no longer be supported by the vendor, it’s time to look elsewhere if you hope to capture and use the valuable data exchanged on any call.

2. Flexibility is significantly lacking – the flexibility of the solution can be difficult to quantify, unless you’re talking about integration and scalability. You need your call recording software to integrate well with the other platforms you use in customer interactions. You also need it to scale according to the needs of the organization. If the solution doesn’t offer this kind of flexibility, it’s time to look for one that can.

3. Capabilities needed don’t exist – while a number of solutions have done well to keep pace with the demands in the market in terms of capabilities, not all solutions will update to the latest version and give you access to screen capture, quality monitoring, live monitoring or anything else you need to be effective. If the solution lacks the capabilities you need for productivity, it’s time to look around.

4. Complexities outweigh benefits – bringing on new users and learning the system should be an easy process. Any users struggling to understand the system will likely take quite some time to ramp up to 100 percent. This means lost productivity and lost data. If the solution doesn’t allow for easy onboarding and learning, it’s time to make a change.

5. Compliance standards aren’t supported – while call recording is a great asset for a number of companies, the practice has to adhere to specific rules and regulations. If the solution doesn’t comply automatically through design, the organization runs the risk of being out of compliance and paying the associated fines. All solutions in use should be up-to-date or immediately replaced.


The benefits afforded a company through call recording extend beyond the ability to resolve disputes and verify orders. The data captured in these interactions is business intelligence gold. To ensure such a resource isn’t lost, it’s important to know when it still delivers on expectations and when it’s time to make a change.