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Biographical Information

Kevin Brown



Kevin Brown is managing director at VoxPeritus, where he specializes in speech solutions consulting. He has 19 years of experience designing and delivering speech-enabled solutions in premise and hosted environments. He can be reached at kevincbrown@voxperitus.com.

Articles By Kevin Brown

Speech Recognition Is Still Hard Work—and Reliant on People

Humans are a bigger challenge to decipher than we think we are, even for AI-equipped systems
Posted 27 Aug 2017 - Fall 2017 Issue - by Kevin Brown

As Consumers Embrace Speech Technology, Contact Centers Must Adapt

With people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it
Posted 17 Feb 2017 - Spring 2017 Issue - by Kevin Brown

Orchestrate Your Outsourced IVR Offering

Getting all the players in one room leads to harmonious solutions
Posted 01 Aug 2016 - Fall 2016 Issue - by Kevin Brown

Are You Checking Your Speech-Enabled Voice Channel?

Your callers shouldn't be your eyes and ears
Posted 15 Feb 2016 - Spring 2016 Issue - by Kevin Brown

IVR Gets Undercover Help

'Secret agents' can make a speech app more intelligent
Posted 07 Aug 2015 - Fall 2015 Issue - by Kevin Brown

Easing Customers' IVR Journeys

When it comes to caller intent, less is more.
Posted 02 Feb 2015 - Spring 2015 Issue - by Kevin Brown

Are We Underestimating the Role of Emotion?

Consider it along with data when evaluating caller experience.
Posted 28 Jul 2014 - Fall 2014 - by Kevin Brown

Outsourcing Is Becoming a Cloudy Subject

Look past buzzwords when choosing speech-enabled solutions.
Posted 17 Feb 2014 - Spring 2014 - by Kevin Brown

Self-Service Can't Deliver by Itself

Consider the total caller experience.
Posted 12 Aug 2013 - Fall 2013 - by Kevin Brown

Raise Your Mobile Profile

Look to outsourcing to give your customers the technology they expect.
Posted 10 Feb 2013 - Spring 2013 - by Kevin Brown

When Outsourcing Providers Disappear

As the economy contracts, strengthen your outsourcing contacts.
Posted 10 Nov 2012 - November/December 2012 - by Kevin Brown

Make the Right Tech Request

Companies that cut costs on RFP consultants may pay a high price.
Posted 01 May 2012 - May/June 2012 - by Kevin Brown

Put Speech Recognition in Its Place

Look at this technology as a friendly front-end tool.
Posted 01 Jan 2012 - January/February 2012 - by Kevin Brown

Are There 31 Outsourcing Flavors?

IVR system decision makers weigh factors across customer entry points.
Posted 01 Nov 2011 - November/December 2011 - by Kevin Brown

Spring-Cleaning or a New House? Voice User Interface Designers Can Help

How to sort out requirements for outsourcing your IVR
Posted 01 May 2011 - May/June 2011 - by Kevin Brown

Why Reject the Premise of Hosted IVR Benefits?

The capital benefits will help sell the idea to the CFO.
Posted 01 Nov 2010 - November/December 2010 - by Kevin Brown

Should You Shore Up Your Resources Through Offshoring?

Some job titles are better outsourced overseas than others.
Posted 03 May 2010 - May/June 2010 - by Kevin Brown

When Your Outsourcer Outsources

Is this an out-and-out solution?
Posted 01 Nov 2009 - November/December 2009 - by Kevin Brown

Make Your IVR a Disaster Recovery Star

Or at least consider outsourcing this function to an IVR provider.
Posted 14 Jul 2009 - July/August 2009 - by Kevin Brown

Speech Platform Architecture

Don't undersell the foundation of your reputation.
Posted 01 Apr 2009 - March/April 2009 - by Kevin Brown