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Publications

Francesco Destri CWI
Una riflessione del CEO di Spitch Alexey Popov sugli aspetti legali dell’utilizzo della biometria e delle altre tecnologie vocali in riferimento all’applicazione del GDPR.
26 Apr 2018
Francesco Destri CWI
Brian Martin UK & Ireland Regional Director, Spitch @ Bobsguide
Brian Martin UK & Ireland Regional Director, Spitch @ Bobsguide
Brian Martin UK & Ireland Regional Director, Spitch @ insurance Edge
Brian Martin, Regional Director of Spitch UK and Ireland, emailed this response to the Accenture report on InsurTech investment.
23 Mar 2018
Brian Martin UK & Ireland Regional Director, Spitch @ insurance Edge
Brian Martin UK & Ireland Regional Director, Spitch @ Engage Customer
In an era of economic uncertainty, opportunities for cost-savings and efficiency-gains are the holy grail for any business.
23 Mar 2018
Brian Martin UK & Ireland Regional Director, Spitch @ Engage Customer
Brian Martin UK & Ireland Regional Director, Spitch @ Global Banking & Finance Review
Brian Martin UK & Ireland Regional Director, Spitch @ Global Banking & Finance Review
Piergiorgio Vittori Global Development Director
Spitch explains how and why voice verification is now ready to replace traditional password authentication systems; and paradoxically it can also be used against the hackers.
12 Mar 2018
Piergiorgio Vittori Global Development Director
Rosa Maria Molteni Marketing and Communication Manager, Spitch @ cmimagazine.it
C’è una data che si avvicina e che è probabilmente cerchiata in rosso nelle agende di tutte le aziende europee o operanti in Europa: è il 25 maggio 2018, giorno in cui entrerà in vigore il GDPR (General Data Protection Regulation), la nuova normativa sulla privacy per l’UE, a detta di alcuni la più profonda ridefinizione delle norme relative alla data protection dalla nascita della Rete.
5 Mar 2018
Rosa Maria Molteni Marketing and Communication Manager, Spitch @ cmimagazine.it
Customer Management Insights
In pochi settori come in quello del Finance si percepisce una sorta di tensione tra vecchio e nuovo mondo, tra la gestione tradizionale di relazioni e servizi e la spinta verso l’innovazione digitale portata avanti e diffusa tanto dai clienti quanto dai nuovi competitors che fanno il loro ingresso sul mercato.
1 Mar 2018
Customer Management Insights
ictBusiness.it
Con l'entrata in vgore del Gdpr, anche le “impronte vocali” e altri dati di tipo biometrico diventano dati personali da tutelare e da trattare secondo regole precise. Alexey Popov, Ceo di Spitch, ci suggerisce come procedere.
16 Feb 2018
ictBusiness.it
Rosa Maria Molteni Marketing and Communication Manager, Spitch @ cmimagazine.it
La Customer Centricity non è un’invenzione recente, come si evince da questa frase: nuovo è invece l’approccio del considerare il cliente non più solo come una fonte di profitto per le aziende, ma come uno stakeholder dell’innovazione continua dei processi aziendali interni.
15 Feb 2018
Rosa Maria Molteni Marketing and Communication Manager, Spitch @ cmimagazine.it
Brian Martin UK & Ireland Regional Director, Spitch @ BCW
The EU General Data Protection Regulation (GDPR) comes into effect on 25 May 2018, replacing the now-outdated Data Protection Act of 1998 (DPA). The GDPR is a unified piece of legislation, governing the activities of any organisation that handles or processes the personal data of individuals living in the EU.
8 Feb 2018
Brian Martin UK & Ireland Regional Director, Spitch @ BCW
Dean Alvarez IT Security Guru
Any business that speaks to its customers is vulnerable to fraud. Whether it’s a conversation about telephone banking or a retail query, almost every conversation is full of security gaps and weaknesses – and hackers are always ready to jump on an opportunity to defraud a consumer and defame a business.
7 Feb 2018
Dean Alvarez IT Security Guru
Brian Martin UK & Ireland Regional Director, Spitch
Now that 2018 has begun in earnest, it’s crucial to start the year as you mean to go on. If your business operates a contact centre as part of its operations, you’ll no doubt want to establish some best practices at the outset so that you’re continually delighting your customers throughout the year.
6 Feb 2018
Brian Martin UK & Ireland Regional Director, Spitch
Brian Martin UK & Ireland Regional Director, Spitch
Research from Timico found that, as late as December 2017, 39% of financial firms in the UK were unaware whether their organisation was compliant with the Markets in Financial Instruments Directive II (MiFID II).
31 Jan 2018
Brian Martin UK & Ireland Regional Director, Spitch
Brian Martin UK & Ireland Regional Director, Spitch
The traditional notion of a bank almost always conjures up images of high-level security. Think vaults, guards, safes and codes. After all, these are the institutions people trust when it comes to safeguarding their hard-earned cash.
22 Jan 2018
Brian Martin UK & Ireland Regional Director, Spitch
Marco lo Conte Il Sole 24 ORE
Marco lo Conte Il Sole 24 ORE
Dario Colombo 01net.
Spitch è una società svizzera nata tre anni fa a Zurigo, con uffici a Londra e Madrid e ora a Milano, che fa solo tecnologie vocali. Ma le fa con un livello di densità notevole, che si spinge all'identificazione biometrica.
8 Dec 2017
Dario Colombo 01net.
Sara Brunelli Computerworld / CIO
La società svizzera investe sul mercato italiano proponendo soluzioni di riconoscimento vocale basate su tecnologie d’avanguardia e modellate sulle esigenze del cliente
6 Dec 2017
Sara Brunelli Computerworld / CIO
Andrea Turco InsurZine
“Ad oggi le tecnologie vocali all‘avanguardia che permettono alle aziende di identificare, capire e servire i propri clienti in modalità automatica aumentando di conseguenza la customer experience sono davvero poche”
5 Dec 2017
Andrea Turco InsurZine
Daniele Preda TechFromTheNet
Per la prima volta in Italia, Spitch ha presentato le soluzioni di Automatic Speech Recognition, biometria vocale, interfacce vocali e analisi vocale in linguaggio naturale.
4 Dec 2017
Daniele Preda TechFromTheNet
Brian Martin UK & Ireland Regional Director, Spitch
For many businesses in the technology industry, 2018 is the year of the EU General Data Protection Regulation (GDPR). Indeed, many organisations will already be in overdrive to get their business ready for the 25 May deadline.
1 Dec 2017
Brian Martin UK & Ireland Regional Director, Spitch
Brian Martin UK & Ireland Regional Director, Spitch
With the deadline for implementation of MiFID II regulations rapidly approaching, challenges remain that Financial Institutions will need to address to ensure compliance.
30 Nov 2017
Brian Martin UK & Ireland Regional Director, Spitch
Brian Martin UK & Ireland Regional Director, Spitch
To comply with MiFID II, financial institutions should record and monitor all order-related communications across all channels. To ensure compliance an institution should understand which information must be present and monitored together with the scope relevant for each channel.
28 Nov 2017
Brian Martin UK & Ireland Regional Director, Spitch
Brian Martin UK & Ireland Regional Director, Spitch
MiFID II compliance requires that all financial institutions record and archive, for at least five years, all transactions related to the reception, transmission and execution of client orders or when dealing on their own accounts.
21 Nov 2017
Brian Martin UK & Ireland Regional Director, Spitch
Brian Martin UK & Ireland Regional Director, Spitch
With the regulatory reforms, known as MiFID II, coming into force on January 3rd, 2018, all EU financial institutions face the challenge to transform their processes to ensure compliance. MiFID II aims to make European financial markets safer, more efficient and improve transparency.
16 Nov 2017
Brian Martin UK & Ireland Regional Director, Spitch
Alexey Popov CEO at Spitch
Many businesses feel the need to strike the right balance between a reasonably high level of security in accessing customer data, and positive customer experience – an easy, hassle-free access to data and services, which at the same time is perceived as sufficiently secure by customers themselves. Using voice biometrics and other speech technologies is often regarded as the most secure and economically attractive probabilistic authentication procedure, which can also be easily combined with deterministic authentication methods. Crucially, voice biometrics is also the only biometric authentication method that can be used remotely.
8 Nov 2017
Alexey Popov CEO at Spitch
Alexey Popov CEO at Spitch
One of the best scenarios in offering natural language and voice-enabled services is having freedom to construct, tweak, and optimise bespoke products that perfectly meet the needs of one’s business. Achieving the highest possible level of accuracy in speech recognition and voice biometrics is key to ensuring good performance from the start.
31 Oct 2017
Alexey Popov CEO at Spitch
Alexey Popov CEO at Spitch
According to McKinsey’s recent survey  amongst customer-care executives, 57% of them consider call (duration) reduction their number-one priority for the next five years. No alternatives to a human-to-human conversation are strategically feasible, however, unless they offer better customer experience and a quicker path to fulfilment.
18 Sep 2017
Alexey Popov CEO at Spitch
Alexey Popov CEO at Spitch
Longer term projections about the pace of artificial intelligence (AI) development into what some scientists refer to as artificial super intelligence (ASI) belong to the realm of futurology at present. Nobody is quite sure what the future holds given the multitude of almost entirely unpredictable factors shaping human history, including the technological part of it...
20 Jun 2017
Alexey Popov CEO at Spitch
Tripti Tapuriah Modi Senior Consultant, Spitch
Businesses should be ready to embrace data and use analytics tools to enhance their interaction with customers. The banking industry is a good example of how businesses use data from multiple sources to engage with customers.
10 May 2017
Tripti Tapuriah Modi Senior Consultant, Spitch
Tripti Tapuriah Modi Senior Consultant, Spitch
With the availability of instant access to information and increasing usage of social media platforms, human dialogue remains a powerful enabler of customer engagement.
8 May 2017
Tripti Tapuriah Modi Senior Consultant, Spitch
Anton Ivanov Regional Development Director, Spitch
The automated sensitive data redaction software based on speech technologies can help remove confidential information from customer conversation recordings. It has been there for at least a decade, but questions remain as far as its reliability. The key issue is if such solutions can be trusted to ensure full compliance with changing regulations, e.g. the new PCI DSS 3.2, forbidding the storage of Sensitive Authentication Data (SAD) post authorization.
4 May 2017
Anton Ivanov Regional Development Director, Spitch
Anton Ivanov Regional Development Director, Spitch
Over 2600 financial services companies in the UK have cost implications connected with the need to observe PCI DSS, the forthcoming Markets in Financial Instruments Directive second version (MiFID II), and other regulatory provisions. Scanning the horizon for new solutions and disruptive technologies that can make a meaningful contribution to optimizing the compliance costs is, therefore, part of the job description for a fairly large cohort of executives in the financial sector.
3 May 2017
Anton Ivanov Regional Development Director, Spitch
Alexey Popov CEO, Spitch
It is an established fact that there are things artificial intelligence-based applications can do better than humans. Gathering and doing statistical analysis of structured data, and even browsing through the unstructured data, is one area where cognitive systems are hard to compete with. Interpreting analytics is another emerging field, where machine analysis advantages include greater validity and objectivity of results, as well as sheer speed and unrivalled ability to process massive amounts of information.
3 Apr 2017
Alexey Popov CEO, Spitch
Alexey Popov CEO, Spitch
Our vision is to respond effectively to a new reality of communications by providing our clients with customized speech analytics, voice biometrics, and semantic interpretation solutions. Our key differentiators are easy access and fast deployment, as well as the highest level of accuracy. Spitch achieves this by combining unique mathematics, bespoke technology adaptation, and Swiss-made precision work-flow.
17 Mar 2017
Alexey Popov CEO, Spitch
Alexey Popov CEO, Spitch
“The ring, nicknamed "West Africa One," has a dozen members, and they have varying skill levels. If a bank account has a larger credit line, it goes to one particular fraudster who's particularly adept at manipulating call center operators.
15 Mar 2017
Alexey Popov CEO, Spitch
Anton Ivanov Regional Development Director, Spitch
Apparently, banking executives’ DNA, customer relationships legacy, and even banking infrastructure adjusted to the most traditional business models appear to contribute to a sense of complacency as far as finding new customers and keeping the existing ones. Back in 1994, Bill Gates said that although banking is necessary, banks are not. Banks continue to exist, however many of their financial services are undergoing striking transformations...
23 Jan 2017
Anton Ivanov Regional Development Director, Spitch
Tripti Tapuriah Modi Senior Consultant, Spitch
KPMG envisions an “invisible bank” of 2030: “there is no ‘banking app’ – access to money is interwoven with health, time management, leisure and friendship. Banks will be just as invisible, but just as vital, as the manufacturers of 4G base stations are today”.
6 Jan 2017
Tripti Tapuriah Modi Senior Consultant, Spitch
Tripti Tapuriah Modi Senior Consultant, Spitch
People will always needs banking service, but the unsettling realisation that worries many is that it will be an entirely new style of banking. And probably not with high street banks, unfortunately. Standing in the queue at the branch is already history, perhaps, but many other traditional banking rituals are not regarded as fun anymore, and not just by millennials.
4 Jan 2017
Tripti Tapuriah Modi Senior Consultant, Spitch
Tripti Tapuriah Modi Senior Consultant, Spitch
More and more, chatbots are being developed to improve the user experience. Chatbots can automate self-services effectively, but let’s be honest: it’s hardly possible for a chatbot to deliver a smooth customer experience without a finely tuned voice user interface
21 Dec 2016
Tripti Tapuriah Modi Senior Consultant, Spitch
Anton Ivanov Regional Development Director, Spitch
Quality is rather experienced than measured. Getting it right in customer experience improvement has much to do with the rapidly developing speech analytics and voice biometrics technologies.
13 Dec 2016
Anton Ivanov Regional Development Director, Spitch
Anton Ivanov Regional Development Director, Spitch
Dialogue between humans and machines is a reality  of our life at present. But where is it taking us? Will technological developments make robo-advisors and personal assistants assume quasi-human characteristics eventually – from artificial intelligence at its core, to the pleasant voice modulations of a good actress or actor inviting emotional attitudes.
28 Nov 2016
Anton Ivanov Regional Development Director, Spitch
Anton Ivanov Regional Development Director, Spitch
There is a firm belief shared by most customer experience specialists that if there is one thing that will remain unchanged in the foreseeable future regardless of disruptive IT technologies it is human-to-human dialogue to address and resolve complex issues. Human dialogue lies at the heart of customer relationship building simply because no automated self-services can fully replace interactive communication between humans today.
2 Nov 2016
Anton Ivanov Regional Development Director, Spitch
Alexey Popov CEO, Spitch
Zürich – Die Spitch AG mit Sitz in Zürich bringt offiziell eine französische und italienische Version ihrer Sprachanalyse-Lösung auf den Markt. Zusammen mit den schon verfügbaren Versionen für Hochdeutsch und Schwiizerdütsch deckt Spitch nun beinahe das komplette Spektrum der Schweizer Landessprachen ab.
13 Sep 2016
Alexey Popov CEO, Spitch
Martin Podhradsky Country Manager UK & Ireland at Spitch
Uses of speech analytics are maturing and extending far beyond the boundaries of contact centres. According to recent market reviews, the top three business areas of speech analytics are: improving quality of service and operational effectiveness and efficiency, understanding the customer experience/capturing the voice of the customer, and improving sales effectiveness. These areas are indicative of the continued innovation, expansion and adoption of speech analytics.

23 Jun 2016
Martin Podhradsky Country Manager UK & Ireland at Spitch
Martin Podhradsky Country Manager UK & Ireland at Spitch
Historically, recognising the spoken word has been challenging for some businesses and their contact centres. The most advanced vendors can now, however, provide technology that matches business requirements, including accuracy, real-time processing, semantic interpretation, continuous, automatic learning  and others.
13 Jun 2016
Martin Podhradsky Country Manager UK & Ireland at Spitch

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