Speech Technology Magazine

 

Speech Technology Magazine
Current Issue

March 2007: Cover Story

Would You Do This?

Vendors are betting that you will as they move toward a one-call-to all unified communications strategy
Posted 01 Mar 2007 / March 2007 - by

March 2007: Features

Heightened Level of Alert

As more risks become associated with VoIP, companies that did not take security into account before will need to start
Posted 01 Mar 2007 / March 2007 - by

Hosted Speech: Trend or Foe?

A roundtable discussion with members of the hosted speech community reveals the benefits and concerns with a hosted speech solution
Posted 01 Mar 2007 / March 2007 - by

On Good Speaking Terms

When dealing with a machine, it shouldn't sound too much like a human
Posted 01 Mar 2007 / March 2007 - by

March 2007: FYI

Autonomy Helps Contact Centers Smarten Up

By extending the capabilities of its etalk Contact Center portfolio, Autonomy is taking a new approach to contact center management
Posted 01 Mar 2007 / March 2007 - by

Cellphone Users Prefer Live Agents to ARS

Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings than those handled by a live agent, according to the J.D. Power & Associates Wireless Customer Care Performance Study released Jan. 25.
Posted 01 Mar 2007 / March 2007 - by

Opus CAT Scan Gives Good Prognosis for Self-Service

In the latest version of its Conversational Access Technologies (CAT) report, Opus Research notes that speech-enabled self-service is growing faster than other IT spending.
Posted 01 Mar 2007 / March 2007 - by

Speech Comes Standard in Microsoft Vista

Microsoft released its Windows Vista operating system on Jan. 30, calling it the most significant product launch in the company's 32-year history. At the same time, it also released its Office 2007 product suite—one of the key components of Microsoft's unified communications offering that is expected to ship this summer (see story on page 14).
Posted 01 Mar 2007 / March 2007 - by

VoIM Use Grows, But Must Overcome Hurdles

While increased use of instant messaging (IM) in the enterprise, along with the proliferation of features like file sharing and white-boarding, make voice over IM (VoIM) an attractive option, VoIM service providers must tackle ease-of-use and interoperability issues before the technology will become more widespread, according to a new report by Light Reading's Enterprise VoIP Insider.
Posted 01 Mar 2007 / March 2007

March 2007: Deployments

IVR Fuels Additional Sales at an Auto Dealer

Automated call solution has led to $70,000 in additional service department revenue
Posted 01 Mar 2007 / March 2007 - by

Speech as a Fan Favorite

Prerecorded marketing boosts an NBA team's game attendance
Posted 01 Mar 2007 / March 2007 - by

Vodafone Spain Drives Customer Satisfaction with Speech

Survey results make the customer call center the talk of nearly 179 million people
Posted 01 Mar 2007 / March 2007 - by
COLUMNS:

March 2007: Editor's Letter

Unify with Protection

Posted 01 Mar 2007 / March 2007 - by

March 2007: Forward Thinking

Policies and Technologies for Improving the Customer Experience

The customer experience isn't about completion rates and ROI; it's about achieving an intended task easily, efficiently, and even enjoyably
Posted 01 Mar 2007 / March 2007 - by

March 2007: Human Factor

Aligning Customer and Company Goals Through VUI

Reducing the cost of customer service should come second to keeping the customer happy
Posted 01 Mar 2007 / March 2007 - by

March 2007: Industry View

Banking on Voice Biometrics

Regulations are enforcing stricter authentication for financial institutions, generating more opportunity for voice biometrics
Posted 01 Mar 2007 / March 2007 - by

March 2007: Voice Value

A Case in Proof

As technologies evolve, proving authenticity of voice recordings will become increasingly difficult.
Posted 01 Mar 2007 / March 2007 - by

March 2007: Speech Solutions

Speech-Enabled Transcription/Dictation

A report that used to take eight hours to complete can be done in about 15 minutes<
Posted 01 Mar 2007 / March 2007 - by