SpeechTechMag.com

Category: Call Center Solutions

SpeechCycle Awarded Patent for Repeat Caller Process

New patent covers call back disposition and re-evaluation in IVR-based customer care.
News Feature, Posted 08 Feb 2012

Waterfield Technologies and Voxeo Partner on Solution for Financial Institutions

The joint solution focuses on customer retention, competitive positioning, and profitability for banks and credit unions.
Industry News, Posted 07 Feb 2012

Pronexus VBVoice Now Rated Avaya-Compliant

The IVR toolkit VBVoice is now available to developers working inside the Avaya environment.
Industry News, Posted 02 Feb 2012

Genesys Sets a New Course

Under its new ownership, the company will enhance its core product portfolio and strengthen its offerings in cloud computing, analytics, workforce optimization, process workflow, and social engagement.
News Feature, Posted 01 Feb 2012

West Interactive Releases Upgrade to Holly Voice Platform

Holly 6.0 adds support for Call Control along with dozens of enhancements.
Industry News, Posted 01 Feb 2012

ResponseTek and CallMiner Form Alliance

The partnership brings together speech analytics and a customer experience management solution for contact centers.
Industry News, Posted 31 Jan 2012

Indosoft Adds AMD and Voicemail Recognition Functions

Solutions include Asterisk Speech Recognition API.
Industry News, Posted 27 Jan 2012

Castel Communications Selects Voci Technologies to Power Call Center Solution

The new voice analysis application will feature immediate detection of select words and phrases.
Industry News, Posted 20 Jan 2012

Capita Acquires Salmat Speech Solutions' U.K. Operations

The deal adds voice biometrics and natural language voice recognition capabilities
Industry News, Posted 11 Jan 2012

Avaya Wins U.S. Coast Guard Contract

USCG turns to Avaya for its centralized service desk in St. Louis.
Industry News, Posted 05 Jan 2012

Can Mobile and IVR Coexist?

Customer interaction technologies should support one another, not compete.
Cover Story, Posted 01 Jan 2012

GM Voices Partners With Voxeo

The two companies team up to provide voice-over services for IVR recordings.
Industry News, Posted 19 Dec 2011

Oaisys Releases Tracer and Talkument Version 7.2

New enhanced call management and playback features expand incident reconstruction and confidential data handling capabilities.
Industry News, Posted 16 Dec 2011

Strategic Products and Services, Imagine Technologies Finalize Merger

The combined companies will offer a host of communications and contact center products.
Industry News, Posted 13 Dec 2011

Intelliverse Launches Cloud Communications Solutions for Retail Electric Providers

Cloud-based voice applications optimize operations and deliver exceptional, cost-effective services and improved customer experience
Industry News, Posted 29 Nov 2011

VoiceHub Launches Low-Cost Call Router with Speech Recognition

VoiceHub brings a speech recognition-based phone service to entrepreneurs, mobile workers, and small to medium businesses.
News Feature, Posted 04 Nov 2011

Oaisys Upgrades Tracer and Talkument Call Recording Solutions

New features include cloud licensing, live desktop monitoring, and caller location mapping.
Industry News, Posted 03 Nov 2011

Trisys Offers New Call Recording and Accounting System for Hosted PBX Users

New system features a Web interface and technologies from Replay SIP and Tapit Nova.
Industry News, Posted 03 Nov 2011

Alcatel-Lucent Unveils Mobile Capabilities for Genesys

One piece of Alcatel-Lucent's Enterprise Business Unit, Genesys Telecommunications Labs, received the equivalent of a corporate makeover that places it at the forefront of the mobile revolution.
FYI, Posted 01 Nov 2011

IVR Relinquishes the Gatekeeper Role

One company blends human interaction with speech self-service.
Voice Value, Posted 01 Nov 2011

IVR Investment Pays Off for Bank

Australia's Westpac overcomes service issues with a more automated platform.
Deployments, Posted 01 Nov 2011

Bridging the Mobile App Gap

Mobile strategy insights for the financial industry contact center.
Sounding Board, Posted 27 Oct 2011

Oracle to Acquire RightNow Technologies

The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
News Feature, Posted 24 Oct 2011

Avaya Acquires Speech Analytics Vendor Aurix

Acquisition will enable Avaya to add speech analytics to contact center and unified communications portfolio.
News Feature, Posted 20 Oct 2011

Alcatel-Lucent to Divest Itself of Genesys

The company receives a binding offer from Permira for $1.5 billion to divest its Genesys Telecommunications Laboratories business.
News Feature, Posted 20 Oct 2011

MicroAutomation and Voxeo Announce Strategic Partnership

MicroAutomation joins Voxeo's Preferred Professional Services Partner Program.
News Feature, Posted 11 Oct 2011

Nexidia and Teleopti Partner to Offer Agent Performance Management

Integrated systems promise greater flexibility and value than proprietary legacy systems.
Industry News, Posted 21 Sep 2011

Ifbyphone Launches Enhanced SourceTrak to Give Marketers More Control Over Voice Interactions

SourceTrak 3.0 enables smarter call tracking through keyword level metrics, dynamic numbers, negative keyword filters, and data protection.
Industry News, Posted 16 Sep 2011

TriSys Releases IP Call Recording Software

Replay SIP hybrid PBX/IP call recording system is a 100 percent software-based solution.
Industry News, Posted 08 Sep 2011