May/June 2012

Magazine Features

Creating Fluidity Between Channels

From single-channel to cross-channel interactions, customers must be able to move seamlessly among them without data loss.

How Natural Is NLU?

Technological advances are making interactions engaging, valuable, and even fun.

The Great Divide

Comparing talking machines to humans is like comparing airplanes to eagles

Deployments

CallCopy Connects for Columbus Team

The NHL's Blue Jackets improve call center staff with intelligent call recording technology.

Vonage Calls on Nexidia for Improved Contact Center Operations

Expanded quality monitoring reduces costs and improves agent training.

Editor's Letter

Building Fluidity into Machines

Forward Thinking

My Call Isn't All That Important to Me

When battling an IVR, there's not always a clear winner.

In Other Words

Blasts Heard Round the Globe

Smart marketers are getting personal.

Inside Outsourcing

Make the Right Tech Request

Companies that cut costs on RFP consultants may pay a high price.

Interact

Reports of Persona's Death Have Been Greatly Exaggerated

New technologies encourage speech designers to get creative.

Voice Value

Putting a Price on Privacy

Are consumers sharing more than they know?

Standards

Enter EMMA 1.1

Getting more out of multimodal inputs

FYI

British Government Makes Investment in Literacy

Microsoft Demos a Translator That Re-Creates the User's Own Voice

No Surprise, Siri Satisfies

Speech Analytics Set to Surge

Voice Biometrics Comes of Age