| Category: Service Creation and Management Solutions |
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Not Everyone Has a Phone Voice
The right voice is everything on an IVR, auto attendant, automatic call distributor, or voicemail system.
Feature,
Posted 01 Apr 2007
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The Art and Science of War
U.S. forces in Iraq are stepping up field testing of speech translation devices.
Cover Story,
Posted 01 Apr 2007
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VoiceXML Solutions Are Easy to Find
In response to the growing demand for speech solutions based on the VoiceXML platform, the VoiceXML Forum has released an online directory of solutions and providers.
FYI,
Posted 01 Apr 2007
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On Good Speaking Terms
When dealing with a machine, it shouldn't sound too much like a human
Feature,
Posted 01 Mar 2007
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The First 100 Days of Deployment
The design and development phase of your speech self-service application is complete. The system is installed and a rigorous process of usability and user-acceptance testing has been performed. Now what? How do you ensure that when you flip the switch your customers will be able to successfully use the system the way you envisioned? That is what the next 100 days after the initial deployment are all about.
Feature,
Posted 09 Nov 2006
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Speech in Multichannel Customer Service
It has been a longstanding debate: Do you spend a lot of money on high-quality customer service, or risk upsetting customers with a low-cost approach? The answer, which is not always simple, may require a blend of both, as more companies are including speech-self service as part of their multichannel customer service initiatives.
Feature,
Posted 12 Sep 2006
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Ivy League IVR
Respect-it can be a difficult, yet highly desirable value to attain. Most people want respect; it's a basic human motivation to be treated with dignity.
Cover Story,
Posted 12 Sep 2006
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Is Paul English Right?
Why is it when Citibank launches an ad campaign saying its customers can press "0" to talk to a human, it becomes big news? Have we reached a point where the ability to reach an operator is that big a deal? By now, virtually everyone knows the magic phrase: "Hello. Your call is important to us. If you are an existing customer, please press or say one."
Feature,
Posted 12 Sep 2006
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Eleven Tips to Improve IVR Effectiveness
There's been a lot of negative press recently about poorly designed touchtone and speech-enabled interactive voice response (IVR) systems. I'm sorry to say that most of the problems that I've heard, read about, or personally experienced are real. To make matters worse, the situation is inexcusable because the underlying technology that powers these applications is very flexible and can do significantly more than what it is being used for today. Poor implementations are giving these systems a bad reputation, as has long been the case.
Feature,
Posted 12 Sep 2006
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Speech and J2EE - A Foundation for More Creative Dialog Design
Repurposing existing data for speech is frequently a new concept for IT managers whose expectations have been shaped by the proprietary speech systems exclusively available in pre-VoiceXML days. Speech industry standards such as VoiceXML can take full advantage of J2EE to allow designers of speech applications to more easily leverage data that already exists with protocols considered by most organizations to be standards-based.
Feature,
Posted 08 May 2006
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VUI Review Testing - Is It Part of Your Speech Best Practices?
VRT [VUI Review Testing] leverages the VUI designer's heuristic knowledge of what has or hasn't worked in the past, based on prior usability feedback. If VRT is skipped, there may be known issues still lurking that could have been caught through VRT.
Feature,
Posted 08 May 2006
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Larry Miller, President and CEO, TuVox
Speech Technology Magazine sat down with Larry Miller, president and CEO of TuVox, to talk about the successes in speech technologies during 2005 and his vision for 2006.
Q & A,
Posted 15 Mar 2006
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Jonathan Taylor, President and CEO, Voxeo
Speech Technology Magazine sat down with Jonathan Taylor, president and CEO of Voxeo, to talk about Voxeo's plans to revolutionize speech technologies and how these plans became possible.
Q & A,
Posted 09 Mar 2006
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Bob Ritchey, President and CEO, Intervoice
Intervoice recently completed its acquisition of Edify, a global supplier of interactive voice response solutions, from S1 Corporation, Edify's parent company. During the last four fiscal quarters, Intervoice and Edify have produced combined revenue of more than $200 million. The combined company will have more than 850 employees worldwide handling more than 5,000 customers. Under terms of the definitive agreement announced November 18, 2005, Intervoice has paid S1 $33.5 million in cash to acquire Edify.…
Q & A,
Posted 01 Mar 2006
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Speech Applications Security: Protecting Your Business and Your Customers From Hackers
With unauthorized access to and theft of customer information on the rise, speech-enabled customer care systems present a new set of security parameters for companies to address. If ignored, a security breach in these systems could be devastating from both an economic and customer trust and loyalty perspective.
Cover Story,
Posted 01 Mar 2006
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Choosing Hardware for Your Speech Application
It is debatable whether speech technologies have become mainstream and, certainly, a great deal of the attention is based on skepticism. Nevertheless, more and more companies are looking at what speech can do for them and their customers.
Feature,
Posted 01 Mar 2006
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Internet Technologies in the Contact Center
The telecommunications industry is undergoing a major change from proprietary hardware-based systems to software-based systems built on open standards. Standards such as VoiceXML, CCXML, SIP, Service-Oriented Architecture, and other Internet technologies are radically changing how contact center applications are built and deployed. But these enabling technologies are only the means to an end. The real goals of applying new technologies to the contact center remain: improving the customer's experience (Happy customers are better than disgruntled,…
Feature,
Posted 01 Jan 2006
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Paul Ricci, Chairman and CEO of Nuance
The name Nuance is widely recognized in the speech industry, but is also inclusive of our other technologies. We believe a technology-independent name better represents the nature of our solutions, both speech and imaging. We will continue to use ScanSoft, based on the recognition it has earned over the years, as the family name for our imaging applications.
Q & A,
Posted 07 Nov 2005
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Workshop on Making Speech Mainstream: Problems and 10 Recommendations
Introduction: The Workshop for Speech Executives at SpeechTEK 2005, speech industry executives gathered in a three hour workshop to discuss how to bring speech technology into the mainstream. The workshop attendees included executive representatives from speech users, service providers, platform providers, software providers and tool providers. Intel's Tim Moynihan organized and moderated the session. …
Feature,
Posted 07 Nov 2005
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Wyndham Welcomes Guests With a New Voice
Given the improved capabilities of today's speech applications, many businesses are examining speech automation's potential for strategic, long-term business value. David Mussa, VP of reservations for Wyndham International, was one such executive, who - looking at his customer service - found that he had a veritable laundry list of reasons for moving to speech.
Deployments,
Posted 07 Nov 2005
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What Is Speech Usability Anyway?
Perhaps one of the great ironies in the field known alternatively as human factors, human-computer interaction, or user-centered design, is that some of its central concepts are exceedingly difficult to define. Take usability, for instance. Walk into any enterprise that claims to know something about technology (or uses it for business operations) and take an informal poll about what this term really means. In all likelihood, you’ll get as many answers as people you ask.…
Feature,
Posted 07 Nov 2005
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