Speech Technology Magazine


Biographical Information

Nancy Jamison


Nancy Jamison is a principal analyst for contact centers at Frost & Sullivan. She can be reached at nancy.jamison@frost.com, or follow her on Twitter @NancyJami.

Articles By Nancy Jamison

Amid the AI Fervor, a Case for Automating with a Human Touch

When bots and live agents tackle customer service together, CX and the bottom line benefit
Posted 15 Apr 2019 - Winter 2019 Issue - by Nancy Jamison

Healthcare CX Is Increasingly Fraught, but Speech Tech Provides an Answer

AI-powered bots, armed with natural language understanding, are giving vital help to users navigating healthcare
Posted 14 Jan 2019 - Fall 2018 Issue - by Nancy Jamison

Voice Tools Could Help Brick-and-Mortar Retail Remain Relevant

Stores need to embrace technology to help the customer experience and bring back shoppers
Posted 25 Jun 2018 - Spring 2018 Issue - by Nancy Jamison

Robotic Process Automation Reduces Human Grunt Work

Chatbots and IVAs get all the ink, but RPA applications are vital to a smooth contact center operation
Posted 10 Nov 2017 - Winter 2017 Issue - by Nancy Jamison

Virtual Assistants Make Speech Technology Relevant Worldwide

Customers everywhere are growing increasingly comfortable talking to IVAs
Posted 24 Apr 2017 - Summer 2017 Issue - by Nancy Jamison

Thanks, Siri! Speech Technology Is Remaking Customer Interactions

The digital transformation of customer care is coming, and speech technology will be at the forefront
Posted 14 Jun 2016 - Summer 2016 Issue - by Nancy Jamison

Speech Technology in the IoT Era

As companies strive to build a connected world, obstacles persist—and so do opportunities
Posted 09 Nov 2015 - Winter 2015 Issue - by Nancy Jamison

Technical Support, Speech Technologies, and the Internet of Things

The emerging SIO category offers a balance of assistance for agents and users
Posted 08 May 2015 - Summer 2015 Issue - by Nancy Jamison

Big Data in the Contact Center

Speech analytics is just the beginning.
Posted 30 Apr 2014 - Summer 2014 - by Nancy Jamison

Omnichannel Contact Centers Embrace Speech

Suddenly, the technology is everywhere.
Posted 15 Nov 2013 - Winter 2013 - by Nancy Jamison

Enter Cross-Channel Proactive Customer Engagement

Being proactive is one thing. Getting it right is another.
Posted 10 Nov 2012 - November/December 2012 - by Nancy Jamison

Mobile Customer Care Just Got Stickier

Siri's got company, and there's more coming.
Posted 10 Jul 2012 - July/August 2012 - by Nancy Jamison

IVR Relinquishes the Gatekeeper Role

One company blends human interaction with speech self-service.
Posted 01 Nov 2011 - November/December 2011 - by Nancy Jamison

Speech-Enhanced Customer Service Gets a New Look

Multichannel solutions meld proactive outbound alerts and notifications with inbound capabilities
Posted 01 Jul 2011 - July/August 2011 - by Nancy Jamison

Year of Speech Coming? It’s Already Here

Technical hurdles remain, but the technology has become ubiquitous
Posted 01 Mar 2011 - March/April 2011 - by Nancy Jamison

A Matter of Time

Has two years improved voice verification growth?
Posted 01 Nov 2010 - November/December 2010 - by Nancy Jamison

Speech, Not Silence, Is Golden

Personal eyewear is a product destined to move fast.
Posted 01 Jul 2010 - July/August 2010 - by Nancy Jamison

Mobility Ubiquity

Can speech make it on mobile devices?
Posted 08 Mar 2010 - March/April 2010 - by Nancy Jamison

The Tipping Point of Speech Proliferation, Part II

Speech gains in UC and mobile applications.
Posted 01 Nov 2009 - November/December 2009 - by Nancy Jamison

The Tipping Point of Speech Proliferation

A rudimentary history traces speech since the 1990s
Posted 27 Aug 2009 - September 2009 - by Nancy Jamison

Speech Shows Its Worth in a Down Economy

Spending is sometimes needed to save money or generate revenue.
Posted 01 Jun 2009 - June 2009 - by Nancy Jamison

Nuance Roars into New Markets

New Dragon release puts dictation into the mobile workforce.
Posted 02 Apr 2009 - March/April 2009 - by Nancy Jamison

Does Anyone Care About Voice Verification

The industry is at a tipping point of a broader deployment
Posted 01 Oct 2008 - October 2008 - by Nancy Jamison

The Case for Easy Speech: Metaphor Solutions and Planet Payment

Quick, simple, and secure is the winning formula for retail IVRs.
Posted 15 Jul 2008 - July/August 2008 - by Nancy Jamison

Inside SRI's STAR Labs

Developing great technologies for public and private use
Posted 01 May 2008 - May 2008 - by Nancy Jamison

Innovations: Apple's New TTS

Synthesized speech might seem like a misnomer
Posted 01 Mar 2008 - March 2008 - by Nancy Jamison

Datria Fast Forwards Warehouse Speech Opportunities

Solution is the first to use IP phones rather than wearable computers.
Posted 01 Nov 2007 - November/December 2007 - by Nancy Jamison

Speech Technology with Impact

With CallWave, I can see what you're saying.
Posted 05 Sep 2007 - September 2007 - by Nancy Jamison

Interactive Digital: The Effective Use of Adaptation in VUI Design

Adjust audio responses based on caller preferences and more.
Posted 01 Jun 2007 - June 2007 - by Nancy Jamison

Innovative Research in the Labs, Part VII: SpeechCycle

SpeechCycle is young, but it still brings together innovative research and experienced speech scientists to deliver valuable products
Posted 01 Apr 2007 - April 2007 - by Nancy Jamison

Innovative Research in the Labs, Part VI: AT&T

Research labs are available on every vendors' site, but AT&T stands out as a research lab in and for itself
Posted 30 Jan 2007 - January/February 2007 - by Nancy Jamison

Innovative Research in the Labs Part V: Intervoice Center for Conversational Technology at the University of Texas at Dallas

This month we look at a marriage of private industry and education. Within the Human Language Technology Research Institute (HLTRI) at the University of Texas at Dallas (UTD) are eight centers of specialized, cross-disciplinary research on human language technology, one of which is the Intervoice Center for Conversational Technologies (ICCT). UTD, one of the fastest growing universities in the country, focuses primarily on science, engineering and business. A core research area, HLTRI, has some of the world's top researchers in computational linguistics, with award-winning experts in various aspects of text processing—specifically question and answer systems.
Posted 09 Nov 2006 - November/December 2006 - by Nancy Jamison

Innovative Research in the Labs Part IV - Carnegie Mellon University

Taking a more academically-oriented approach to research, this month I reviewed the speech groups at Carnegie Mellon University (CMU), in Pittsburgh, Pa. Centered in the Language Technologies Institute (LTI) in the School of Computer Science are two large research groups, the Speech Group and the international center for Advanced Communications Technologies (interACT). LTI conducts research and provides graduate education for all aspects of language technology and information management.
Posted 12 Sep 2006 - September/October 2006 - by Nancy Jamison

Innovations - Speech Technology with Impact: Innovative Research in the Labs Part II - IBM Research

IBM is certainly at the forefront of what this column is about - innovation. Whether research results are near term or in development for decades, they innovate in new areas and push the envelope in existing ones.
Posted 08 May 2006 - May/June 2006 - by Nancy Jamison

Innovations: Speech Technology with Impact - What Is Going on in the Labs?

What Is Going on in the Labs? The focus of the next few issues of this column will be less on innovative new products, but rather what is going on behind closed (or open) doors in research and development (R&D) in the labs. Speech technologies in particular have had a long academic research history, highlighted by the exceedingly long time it took for initial research - perhaps 30-40 years prior - to bear fruit as viable
Posted 01 Mar 2006 - March/April 2006 - by Nancy Jamison

Innovations: Speech Technology with Impact - New Company, New Breakthrough

At the Consumer Electronics show in Las Vegas this week, Sensory, Inc., (http://www.sensoryinc.com /) debuted their new subsidiary, 3Dmsg, which is developing technology and applications for the cell phone and wireless handset markets. Ho hum, you say, but it's not so. 3Dmsg - yes - that is 3D messaging - is about to do for the improvement of personalization and avatars, what advances in intonation, accents, and accuracy did for text-to-speech. …
Posted 01 Jan 2006 - January/February 2006 - by Nancy Jamison

Innovations: Speech Technology with Impact - Double Feature

We have a double feature this month. First up is an upgrade to stealthy, but steadfast Empirix, with a new release of their Hammer CallMasterTM testing tools, now tuned to testing speech applications. Second is the application of these tools in action at bridgeSpeak, a company that provides IVR voice self-service solutions to auto dealerships. …
Posted 07 Nov 2005 - November/December 2005 - by Nancy Jamison

Speech Technology with Impact - Avaya Voice Portal 3.0 and Dialog Designer 3.0

For 20 some odd years now telecom industry personnel have talked about the hopeful convergence of telecom and IT, and the emergence of blended manager roles. They have talked and talked and talked. For most of that time it didn't happen, or at least not quickly.
Posted 30 Aug 2005 - September/October 2005 - by Nancy Jamison

Speech Technology with Impact - Speech Analytics Evolves a Step Further

Speech analytics (SA) is the application of speech technologies to the analysis of discourse, whether the speech consists of recorded calls from a contact center, wiretap, or some other form of media. A dozen or more vendors are now marketing such analytics, solo or in conjunction with complimentary products, primarily to companies for use in contact centers.
Posted 20 Jun 2005 - July/August 2005 - by Nancy Jamison

Innovations: Speech Technology with Impact

From the editor: Welcome to Innovations - Speech Technology with Impact. Normally in each issue we have a section for notable press releases, but over time this has grown redundant with our Speech Technology Magazine NewsBlasts. So starting this month we are replacing press releases with a new column on innovations or speech technology with impact.
Posted 26 Apr 2005 - May/June 2005 - by Nancy Jamison

Speech in the Travel Industry

Vertical market applications are a subject dear to the hearts of marketers in the contact center and speech technology field. Finance, healthcare and education are typical of the "low hanging fruit" vendors have long focused on, with others, such as government, getting attention as the next potential for the big sales kill. Although there are some surprisingly interesting applications associated with these verticals, as a whole they aren't the most exciting customer-facing applications out there.
Posted 24 May 2004 - May/June 2004 - by Nancy Jamison

Security versus Privacy

Nancy Jamison reports on a survey completed earlier this year by Jamison Consulting and BrandMarketing Services Ltd. studying the public’s awareness and acceptance of biometrics. While security is a big issue, privacy is a concern.
Posted 25 Nov 2003 - November/December 2003 - by Nancy Jamison

Speech in the Warehouse

Speech applications in warehousing and merchandise distribution have not received a great deal of attention. That doesn't mean there aren't some significant developments going on in the industry as Nancy Jamison points out in this article about how speech can help optimize workforce productivity at the point of picking and packing.
Posted 25 Aug 2003 - September/October 2003 - by Nancy Jamison

Listen Up! Big Brother is Talking to You

Listen up! The government is talking to you and being helpful in the process. This might sound strange to anyone who has sat on hold waiting for a government agency representative.
Posted 01 Jun 2003 - - by Nancy Jamison

Listen Up! Big Brother is Talking to You

Listen up! The government is talking to you and being helpful in the process. This might sound strange to anyone who has sat on hold waiting for a government agency representative. Ever called the Internal Revenue Service (IRS), Immigration and Naturalization Service (INS) or Department of Motor Vehicles (DMV)? You know what I mean.
Posted 05 May 2003 - May/June 2003 - by Nancy Jamison

Beyond Recognition, to Understanding

You could make a pretty good case that the birthplace of the speech recognition industry is the Massachusetts Institute of Technology (MIT) Laboratory for Computer Science. Several leading speech recognition companies owe their core technology to developments at MIT, and it remains an “idea factory” for the speech recognition industry.
Posted 31 Oct 1998 - October/November 1998 - by Nancy Jamison