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Current Issue
November/December 2012: Cover Story
Siri-ous Influence: Enterprise Virtual Assistants Have Arrived
First came Apple's Siri for the iPhone. Now there's Nina, Lexee, and Sophia for business use.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Judith Aquino
November/December 2012: Features
Customer Service Metrics That Matter
One-third of companies are missing the mark. Don't let yours be one of them.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Leonard Klie
Your Voice Is Your Password
Voice biometrics is gaining momentum in the enterprise.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Michele Masterson
November/December 2012: FYI
Nuance Plans a (Truly) Hands-Free Phone
Posted 10 Nov 2012 / November/December 2012 Issue - by
Leonard Klie
Nuance to Acquire Ditech Networks
Posted 10 Nov 2012 / November/December 2012 Issue - by
Leonard Klie
Overheard Underheard
Posted 10 Nov 2012 / November/December 2012 Issue - by
Leonard Klie
Speech-Enabled Virtual Assistants for Landlines?
Posted 10 Nov 2012 / November/December 2012 Issue - by
Leonard Klie
The Cloud Will Drive Growth in Mobile Speech Recognition
Posted 10 Nov 2012 / November/December 2012 Issue - by
Michele Masterson
Voxeo Taps Bob Ingalls as CEO
Posted 10 Nov 2012 / November/December 2012 Issue - by
Michele Masterson
November/December 2012: Deployments
IVR Delivers for a Propane Gas Supplier
AmeriGas sees business improvements with a speech-enabled phone system from Message Technologies Inc.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Leonard Klie
Leveraging the Voice of the Customer Pays Off for Voxline
Brazilian contact center business finds NICE solutions are just what it needs.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Michele Masterson
COLUMNS:
November/December 2012: Editor's Letter
Three Trends to Watch in 2013
Posted 10 Nov 2012 / November/December 2012 Issue - by
David Myron
November/December 2012: The Business Case
Improving the Customer Experience with IVR Analytics
Streamline the service process for end-to-end benefits.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Donna Fluss
November/December 2012: Forward Thinking
A New Age for Computer Interactions
Advances emphasize the role of the human mind.
Posted 10 Nov 2012 / November/December 2012 Issue - by
James A. Larson
November/December 2012: Inside Outsourcing
When Outsourcing Providers Disappear
As the economy contracts, strengthen your outsourcing contacts.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Kevin Brown
November/December 2012: Interact
VUI Designers Know Cross-Channel Design
Mobile apps raise expectations—and the bar.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Susan L. Hura
November/December 2012: A View from AVIOS
Banking on Multimodality
For financial transactions, gains are seen but challenges remain.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Matt Yuschik
November/December 2012: Voice Value
Enter Cross-Channel Proactive Customer Engagement
Being proactive is one thing. Getting it right is another.
Posted 10 Nov 2012 / November/December 2012 Issue - by
Nancy Jamison
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