Speech Technology Magazine


Biographical Information

Donna Fluss

Articles By Donna Fluss

Speech Analytics and AI Is a Winning Combination

Service, quality management, and the customer journey will all see big gains
Posted 25 Feb 2019 - Winter 2019 Issue - by Donna Fluss

11 Keys to Designing Effective IVAs

Businesses and customers alike can benefit from quick, personalized, intelligent self-service.
Posted 15 Aug 2018 - Summer 2018 Issue - by Donna Fluss

IVAs Can Remake the Self-Service Landscape

Customers prefer self-service if the solutions are effective—which is where IVAs come in.
Posted 09 Apr 2018 - Winter 2018 Issue - by Donna Fluss

Voice Biometrics Can Secure Hassle-Free Caller Verification

It minimizes fraud and makes ID'ing customers an easier process. The big challenge: educating the market
Posted 27 Aug 2017 - Fall 2017 Issue - by Donna Fluss

Turn Speech Analytics into an Enterprise Change Agent

This service tool becomes more powerful when its findings are shared
Posted 17 Feb 2017 - Spring 2017 Issue - by Donna Fluss

Voice Biometrics Can Protect Against Fraud—and Ensure Customer Satisfaction

Secure customers—whether they're using your mobile app, your contact center, or your website—are happy customers
Posted 01 Aug 2016 - Fall 2016 Issue - by Donna Fluss

Interaction Analytics Reduces Risk—and Enlarges Customer Happiness

More insight can help you both serve customers and play by the rules
Posted 15 Feb 2016 - Spring 2016 Issue - by Donna Fluss

Analytics-Enabled QA: It's Time!

Speech analytics can make QA less time-consuming—and a lot more helpful
Posted 07 Aug 2015 - Fall 2015 Issue - by Donna Fluss

Analytics Revolutionizes the QA Process

Increased targeting and precision make an upgrade worthwhile.
Posted 10 Jan 2015 - Spring 2015 Issue - by Donna Fluss

Voice Is Changing, Not Disappearing

Innovative companies will make use of alternative and traditional channels.
Posted 28 Jul 2014 - Fall 2014 - by Donna Fluss

Speech Analytics Comes of Age

A wide range of vendor options lets businesses get exactly what they need.
Posted 10 Feb 2014 - Spring 2014 - by Donna Fluss

For Speech Analytics, the Best Is Yet to Come

A top-10 list for this transformational solution.
Posted 12 Aug 2013 - Fall 2013 - by Donna Fluss

The Emergence of Real-Time Solutions for Contact Centers

Improving the customer—and agent—experience with analytics and guidance.
Posted 10 Feb 2013 - Spring 2013 - by Donna Fluss , Deborah Navarra

Improving the Customer Experience with IVR Analytics

Streamline the service process for end-to-end benefits.
Posted 10 Nov 2012 - November/December 2012 - by Donna Fluss

Mobility May Shake up the Service World

If mobile's not part of your operation, customers will go elsewhere.
Posted 10 Jul 2012 - July/August 2012 - by Donna Fluss

Improving Quality Assurance with Speech Analytics

Contact centers gain value with precision monitoring.
Posted 01 Mar 2012 - March/April 2012 - by Donna Fluss

Unified Communications Is in Your Future

Benefits include collaboration and ease of mobile device use.
Posted 01 Nov 2011 - November/December 2011 - by Donna Fluss , Randy Brewton

The Rise of Proactive Customer Care

Anticipating needs delivers benefits in customer service, sales/marketing, and government
Posted 01 Jul 2011 - July/August 2011 - by Donna Fluss , Gary Schwartz

Why Hosting Is Part of Your Future

Ignore it at your own cost
Posted 01 Mar 2011 - March/April 2011 - by Donna Fluss

Let's Make a Deal

A transitioning IVR market gives buyers negotiating power.
Posted 01 Nov 2010 - November/December 2010 - by Donna Fluss

It's Time to Do WFM Right

Vendors and customers need to work together to make the right improvements.
Posted 01 Jul 2010 - July/August 2010 - by Donna Fluss

Voice Self-Service Is Essential for Achieving Goals

But companies and IT have different ideas about using the technology.
Posted 05 Mar 2010 - March/April 2010 - by Donna Fluss

Hosted IVR Might Be Right for You

But be willing to weigh the trade-offs versus the benefits.
Posted 01 Nov 2009 - November/December 2009 - by Donna Fluss

The Rise of Proactive Customer Care

Growth will continue as long as vendors keep their focus on the goal.
Posted 27 Aug 2009 - September 2009 - by Donna Fluss

The Recession's Impact on Contact Center Investments

Not all technologies will take a huge financial hit.
Posted 01 Jun 2009 - June 2009 - by Donna Fluss

Are You Doing Right by Your Customers?

Enterprises must find the right balance between live service and self-service automation
Posted 01 Oct 2008 - October 2008 - by Donna Fluss