Speech Technology Magazine

Category: Call Center Solutions

Vocantas Releases Utilities OnCall 3.1

Utilities OnCall 3.1 offers a slick new GUI and an IVR solution that is more secure and better protected.
Speech Technology Digest, Posted 20 Nov 2014

Grenada Electricity Services Deploys Vocantas' Utilities OnCall

Grenada Electricity Services is the second deployment of Utilities OnCall to be integrated with Harris' Advanced CIS Infinity.
Speech Technology Digest, Posted 17 Nov 2014

NICE Joins the FIDO Alliance

NICE brings real-time voice authentication expertise to the Fast IDentity Online Alliance.
Speech Technology Digest, Posted 17 Nov 2014

Understanding Speech Recognition Limitations

Understanding what speech can and cannot do can help maximize performance.
Sponsored Guest Commentary, Posted 14 Nov 2014

[24]7 Gains Virtual Assistance Technology with IntelliResponse Acquisition

Intelligent virtual assistance gives [24]7 self-service capabilities. (Featured on SmartCustomerService.com.)
Speech Technology News Features, Posted 11 Nov 2014

Genesys Helps Michigan Put Kids First

Call center technology assures timely access to child support and other services for parents in need.
Deployments, Posted 10 Nov 2014

Media Standards for the Web: WebRTC and WebAudio

WebRTC and WebAudio add speed and simplicity.
Standards, Posted 10 Nov 2014

Interactions Snaps Up AT&T’s Watson

The deal enables both companies to expand speech solutions to broader markets.
Speech Technology News Features, Posted 06 Nov 2014

TantaComm Partners with CallMiner

TantaComm integrates CallMiner's speech analytics into its workforce optimization solution.
Speech Technology Digest, Posted 04 Nov 2014

RushCard Turns to Enacomm for Voice Security

RushCard implements Enacomm's multifactor authentication that uses voice biometrics and enables mobile KBA to safeguard against fraud.
Speech Technology Digest, Posted 03 Nov 2014

Speech Analytics Gets Real (Time)

The speech analytics market is alive and well, and will only get better with the emergence of instant analysis.
Feature, Posted 01 Nov 2014

INI IDReset Optimized for LumenVox Automated Speech Recognizer

IDReset uses speech recognition, text-to-speech and interactive voice response technology to help with password resets.
Speech Technology Digest, Posted 31 Oct 2014

Verint and Truphone Integrate Speech Analytics, Recording in Financial Compliance Solution

Recording infrastructure with a single user interface helps organizations mitigate compliance issues and fraud.
Speech Technology Digest, Posted 30 Oct 2014

Murfreesboro Water and Sewer District Selects Vocantas' Utilities OnCall IVR

Vocantas wins a new customer, expands into Tennessee, and integrates with Harris Advanced CIS Infinity.
Speech Technology Digest, Posted 30 Oct 2014

Nexidia and Vertex Business Services Partner to Transform Customer Experience for Utilities Suppliers

Unique market offering combines Nexidia's customer interaction and speech analytics capabilities with Vertex's deep industry expertise.
Speech Technology Digest, Posted 22 Oct 2014

Next IT Announces Alme Virtual Assistant for HR

Alme virtual assistants aim to reduce HR burdens and improve employee relations.
Speech Technology Digest, Posted 22 Oct 2014

The Intelligent IVR Sparks Smarter Interactions

IVRs need to incorporate customer data and gather intent to improve interactions.
Sponsored Guest Commentary, Posted 17 Oct 2014

Noble Systems Adds Real-Time Screening to Speech Analytics

Real-Time Speech Analytics can provide agents and supervisors immediate feedback during the call.
Speech Technology Digest, Posted 17 Oct 2014

Mitel Enhances MiContact Center

The latest upgrades to Mitel's MiContact Center includes tighter integration with Microsoft Lync. (Featured on DestinationCRM.com.)
Speech Technology Digest, Posted 14 Oct 2014

Nuance Powers Tangerine Banks’ Speech Enabled-Virtual Assistant, Voice Biometrics

Tangerine is the first Canadian bank to deploy voice technologies.
Speech Technology News Features, Posted 06 Oct 2014

IPsoft Introduces Amelia, Its New Artificial Intelligence Platform

Amelia can learn to help customers and associates by absorbing data and observing people. (Featured on DestinationCRM.com.)
Speech Technology Digest, Posted 03 Oct 2014

8x8 Releases Virtual Contact Center 8.1

8x8's newest release offers more omnichannel capabilities for scripting and executing customer interactions. (Featured on DestinationCRM.com.)
Speech Technology Digest, Posted 03 Oct 2014

Enacomm Inks Deal with SafeAmerica Credit Union

The deal involves Enacomm'e IVR for self-service and assisted-service interactions.
Speech Technology Digest, Posted 02 Oct 2014

Empyrean Leverages Genesys Technology

The human resources technology and services company has turned to Genesys to deliver consistent customer experiences across communication channels.
Speech Technology Digest, Posted 30 Sep 2014

Virtual Assistants Poised for Intense Growth

CAGR of 32.2 percent is expected through 2019.
Speech Technology Digest, Posted 23 Sep 2014

Openstream Integrates LinguaSys Natural Language User Interfaces

Multilingual NLU Interfaces added to Openstream's intelligent multimodal mobile virtual assistant.
Speech Technology Digest, Posted 16 Sep 2014

Clarabridge Now Offers Speech Analytics

Clarabridge adds speech analytics to its complete voice of the customer portfolio.
Speech Technology Digest, Posted 03 Sep 2014

Dialogic PowerMedia XMS Receives LumenVox Platform Compatibility Certification

Dialogic's platform is compatible with LumenVox's text-to-speech and speech recognition products.
Speech Technology Digest, Posted 03 Sep 2014

Enacomm Teams Up with Credit Union Core Processor Corelation

Shows credit union community how intelligent customer self-service technology can help cut costs and attract and retain members.
Speech Technology Digest, Posted 27 Aug 2014

CallTrackingMetrics Releases Keyword Spotting

Keyword spotting allows businesses to instantly act on and report on inbound phone calls without listening to a single recording.
Speech Technology Digest, Posted 19 Aug 2014

ZOOM 5.3 Offers Call Recording and Advanced Speech Analytics

ZOOM Quality Management Suite includes improvements in security and speech analytics and integration with a third-party recording applications. (Featured on SmartCustomerService.com.)
Speech Technology Digest, Posted 19 Aug 2014

Radish Introduces ChoiceView Visual IVR

Radish Systems' new iOS app combines voice and visual elements.
Speech Technology Digest, Posted 18 Aug 2014

[24]7 Releases [24]7 Speech

[24]7 Speech blends predictive, omnichannel, and natural language technologies in one self-service solution.
Speech Technology Digest, Posted 18 Aug 2014

BT Wholesale and Avaya Partner to Launch Cloud Solutions

Avaya's unified communications and contact center solutions are now available in the cloud through BT Wholesale.
Speech Technology Digest, Posted 13 Aug 2014

Gryphon Networks Releases Sales Intelligence

Sales management system automatically captures call activity data to provide on-demand insight into sales performance. (Featured on DestinationCRM.com.)
Speech Technology Digest, Posted 06 Aug 2014

Interactive Intelligence Integrates CallScripter into Its Contact Center Apps

Interactive Intelligence contact center and dialer software is integrated with upgraded CallScripter application. (Featured on DestinationCRM.com.)
Speech Technology Digest, Posted 06 Aug 2014

Calabrio ONE Now Available via Avaya DevConnect Select

The Calabrio ONE suite of integrated call recording, quality management, workforce management, analytics and performance management software will be sold through Avaya's DevConnect Select Product Program. (Featured on SmartCustomerService.com.)
Speech Technology Digest, Posted 06 Aug 2014

How Smart IVR Design Choices Can Improve the Customer Experience

Some tips for designing IVRs that will not confound callers.
Sponsored Guest Commentary, Posted 06 Aug 2014

SpeechStorm Releases Jackson IVR Framework

Jackson Framework IVR offers greater multilingual, mobile, and testing functionality.
Speech Technology Digest, Posted 31 Jul 2014

The 2014 Speech Luminaries

Feature, Posted 31 Jul 2014

2014 Speech Industry Awards

Cover Story, Posted 31 Jul 2014

The 2014 Implementation Awards

Feature, Posted 31 Jul 2014

eGain Expands Speech Analytics Capabilities with Exony Acquisition

The acquisition of Exony adds to eGain's contact center management and voice analytics.
Speech Technology Digest, Posted 30 Jul 2014

Are We Underestimating the Role of Emotion?

Consider it along with data when evaluating caller experience.
Inside Outsourcing, Posted 28 Jul 2014

NIST Speaker Recognition Challenge Shows Improvement

Improved accuracy is a key finding of the NIST evaluation of more than 100 product submissions.
Speech Technology Digest, Posted 21 Jul 2014

Pronexus Launches IVRGuard, an IVR Monitoring Tool

Pronexus' new IVRGuard monitoring solution was developed with Heroix Longitude software.
Speech Technology Digest, Posted 15 Jul 2014

Fonetic Launches Linguistics Voice Platform

Fonetic Linguistics Voice Platform introduces new compliance, IVR, and big data analytics technology.
Speech Technology Digest, Posted 08 Jul 2014

GM Voices Becomes Official Genesys Technology Partner

Professionally recorded voice prompts and audio files will be bundled in Genesys Voice Platform.
Speech Technology Digest, Posted 01 Jul 2014

SRI Launches Kasisto Virtual Personal Assistant Technology Venture

Kasisto's conversational platform integrates with mobile applications and delivers an Intuitive Customer Experience
Speech Technology Digest, Posted 26 Jun 2014

Thames Water Selects Unify for Contact Center Voice Techs

The U.K. utility will implement OpenScape Contact Center, OpenScape Voice, and Unify Managed Services in its contact centers.
Speech Technology Digest, Posted 25 Jun 2014

SpeechStorm Partners with Cyara for Customer Experience Testing

S-Connect for Cyara helps to ensure that IVR systems deliver optimum customer experience.
Speech Technology Digest, Posted 24 Jun 2014

AppTek Sells Its Machine Translation Tech to eBay

The company's natural language processing technology is used in government and commercial settings.
Speech Technology Digest, Posted 19 Jun 2014

HigherGround Partners with CallMiner

The partnership will involve the integration of CallMiner's speech analytics and Calibre's data analytics.
Speech Technology Digest, Posted 12 Jun 2014

CallFinder Partners with Customer Centered Strategies on Speech Analytics

Technology helps companies discover the content of conversations in call centers.
Speech Technology Digest, Posted 11 Jun 2014

CallMiner Releases Eureka Express Mining

CallMiner's new cloud-based speech analytics solution is aimed at call centers with time-critical processes.
Speech Technology Digest, Posted 11 Jun 2014

ID Analytics Partners with Mattersight to Combat Voice-Facilitated Fraud

Mattersight and ID Analytics work on voice biometrics and speech analytics solution to detect fraud in the contact center.
Speech Technology Digest, Posted 10 Jun 2014

Interactive Intelligence Signs Partnership with West

West becomes a member of Interactive Intelligence's Elite Partner program.
Speech Technology Digest, Posted 10 Jun 2014

SpeechPro Partners With Avaya to Offer VoiceKey Through DevConnect MarketPlace

SpeechPro's Voicekey solution is rated Avaya-compliant.
Speech Technology Digest, Posted 09 Jun 2014

Cyara Launches Cyara Five Contact Center Testing Platform

Cyara Five performs testing on IVR, speech recognition, routing, and other contact center capabilities.
Speech Technology Digest, Posted 28 May 2014

SpeechStorm Partners with GM Voices

GM Voices will provide localization for SpeechStorm's IVRs.
Speech Technology Digest, Posted 27 May 2014

Invoca Adds SIP Integration to Voice Intelligence

Invoca's call marketing technology now extends to SIP telephony applications.
Speech Technology Digest, Posted 23 May 2014

Spoken Communications Launches Smart IVR for 411

Smart IVR Silent Guides bolster ASR engines for directory assistance calls.
Speech Technology Digest, Posted 16 May 2014

Convergys to Use Voci Speech-To-Text

Convergys Analytics teams with Voci Technologies to automate the categorization of audio survey comments.
Speech Technology Digest, Posted 15 May 2014

Aspect Software Unveils Omnichannel Solution, Voxeo CXP Pro 14

Solution features Web interfaces for business users and system administrators to control and configure IVR, mobile apps, and SMS services.
Speech Technology Digest, Posted 14 May 2014

Hyatt Selects Unify for Global Reservations and Customer Support Centers

Unify's OpenScape contact center solution delivers needed analytics, flexibility, and reliability to the hotel chain.
Speech Technology Digest, Posted 06 May 2014

Mitel Launches Cloud-Based MiContact Center Live Service

Mitel's MiContact Center Live offers WebRTC and social media support via a cloud model.
Speech Technology Digest, Posted 05 May 2014

Genesys Acquires OVM Solutions

Genesys' acquisition of OVM adds to its portfolio of automated proactive messaging solutions.
Speech Technology Digest, Posted 05 May 2014

NICE Delivers Real-Time Voice Biometrics to the Call Center

Biometrics solution authenticates callers through a multilayered process. (Featured on SmartCustomerService.com.)
Speech Technology News Features, Posted 02 May 2014

Big Data in the Contact Center

Speech analytics is just the beginning.
Voice Value, Posted 30 Apr 2014

Inbound Call Experts to Deploy CallMiner Eureka Speech Analytics

Inbound Call Experts will use speech analytics insights to improve call center operations and ensure PCI compliance.
Speech Technology Digest, Posted 25 Apr 2014

Adtech Global Debuts Ignite Speech Analytics Program

Ignite leverages Verint's Impact 360 Speech Analytics suite to offer contact centers the business impact of speech analytics.
Speech Technology Digest, Posted 24 Apr 2014

Plum Voice VoiceTrends Call Analytics Is Now PCI-Compliant

Financial services and healthcare companies can now leverage call analytics without compromising sensitive data.
Speech Technology Digest, Posted 24 Apr 2014

Uptivity Earns Elite Partner Status from NACR

NACR and Uptivity join forces to deliver contact center and workforce optimization solutions.
Speech Technology Digest, Posted 22 Apr 2014

CorvisaCloud Delivers Contact Center Flexibility with Voice and SMS Platform

The CorvisaOne platform allows developers to build voice and SMS apps from scratch or leverage and customize a la carte components of the CorvisaOne product suite, such as phone extensions, call queues, or lead management features. (Featured on SmartCustomerService.com.)
Speech Technology Digest, Posted 22 Apr 2014

Uptivity Partners with New Leaf Service Contracts

Service protection plan provider New Leaf will leverage Uptivity's workforce optimization solutions to improve the customer experience.
Speech Technology Digest, Posted 14 Apr 2014

TXU Energy Introduces Ivy, a Virtual Customer Care Assistant

Ivy is an IVR tool that answers customer calls and addresses common customer issues.
Speech Technology Digest, Posted 14 Apr 2014

Vonjour Releases Virtual Voicemail Dashboard

Vonjour.com releases virtual voicemail dashboard to provide businesses a central hub to communicate with customers.
Speech Technology News Features, Posted 07 Apr 2014

TELUS Selects Enghouse Interactive to Support Cloud Contact Centers in Canada

TELUS will leverage Enghouse Contact Center: Service Provider platform to offer contact center in the cloud.
Speech Technology Digest, Posted 07 Apr 2014

Voxsmart Teams with Fonetic as VSmart Goes Live

Voxsmart has added Fonetic's compliance analysis and reporting to its VSmart platform for call recording.
Speech Technology Digest, Posted 03 Apr 2014

IVR Interactions Cost Seven Times Less than Live Calls, ContactBabel Finds

In a new research report, ContactBabel found that the basic IVR self-service interaction costs an average of 98 cents.
Speech Technology Digest, Posted 01 Apr 2014

Aspect Partners with LiveVox

The providers of contact center solutions forge a strategic alliance for SaaS, PaaS, and cloud solutions.
Speech Technology Digest, Posted 25 Mar 2014

Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor

Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. (Featured on DestinationCRM.com.)
Speech Technology News Features, Posted 14 Mar 2014

Mitel Acquires Oaisys for Contact Center Voice Recording Services

The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence. (Featured on SmartCustomerService.com.)
Speech Technology News Features, Posted 07 Mar 2014

LumenVox and Teligent Power BT's IVR Solution

LumenVox's Automatic Speech Recognizer is part of the overall system provided by BT and Teligent.
Speech Technology Digest, Posted 06 Mar 2014

Nu Echo Releases Rivr, a VoiceXML Dialogue Engine

Rivr is an application framework that enables Java developers to easily create enterprise-grade VoiceXML applications.
Speech Technology Digest, Posted 25 Feb 2014

Promero Releases Speech Analytics On Demand Program

Promero's Speech Analytics on Demand features speech analytics based on the CallMiner Eureka platform.
Speech Technology Digest, Posted 21 Feb 2014

The Hidden Potential of Segmenting Customer Calls

Analyzing caller data can provide a gold mine of information that, when acted upon, can keep businesses and customers happy.
Feature, Posted 10 Feb 2014

Nautilus Puts Speech Analytics to Work

CallMiner Eureka is the right fit for the home exercise brand.
Deployments, Posted 10 Feb 2014

Speech Analytics Keeps Green Mountain Coffee Grinding

Calabrio ONE's speech and desktop analytics turn unstructured data into usable information.
Deployments, Posted 10 Feb 2014

Frost & Sullivan Predicts Moderate Growth for Australian Contact Center Industry

Hosted deployments of contact center solutions in Australia will see the greatest growth in the next five years, the research firm predicts. (Featured on DestinationCRM.com.)
Speech Technology Digest, Posted 04 Feb 2014

Speaktoit Secures Funding to Advance Its Virtual Assistant Tech

Investments will help Speaktoit expand its virtual assistant technology into cars, robots, wearable technology, and more.
Speech Technology Digest, Posted 30 Jan 2014

Avaya Brings IP Office to Midsized Market

The contact center solutions are scaled for contact centers with five to 100 seats.
Speech Technology Digest, Posted 28 Jan 2014

Mortgage Servicer Cenlar FSB Implements TeleVoice IVR

The TeleVoice IVR and CTI platform is increasing productivity and customer service.
Speech Technology Digest, Posted 28 Jan 2014

Jabra Releases BIZ 2300 Headset Purpose-Built for the Contact Center

Jabra's new BIZ 2300 headsets offer improved speech recognition, durability and comfort for contact center environments.
Speech Technology News Features, Posted 21 Jan 2014

Genesys Further Ventures into the Cloud with Ventriloquist Acquisition

The Ventriloquist acquisition strengthens Genesys' capabilities to personalize proactive customer interactions.
Speech Technology News Features, Posted 21 Jan 2014

ShoreTel Releases Enterprise Contact Center 9

ShoreTel Enterprise Contact Center 9 features enhanced multichannel support.
Speech Technology Digest, Posted 16 Dec 2013

My Call Isn't All That Important to Me

When battling an IVR, there's not always a clear winner.
Forward Thinking, Posted 06 Dec 2013

Best Practices for Building a Customer Interaction Hub

Gain a competitive edge with a unique multichannel experience.
Inside Outsourcing, Posted 06 Dec 2013

inContact Adds Verint Speech Analytics to Cloud Contact Center Solution

Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite.
Speech Technology Digest, Posted 03 Dec 2013

Calabrio Selects AudioCodes SmartWORKS PLUS for Call Recording

The choice of SmartWORKS PLUS expands integrations for the Calabrio ONE workforce optimization suite.
Speech Technology Digest, Posted 03 Dec 2013

Genesys Acquires Brazilian WFO Provider Voran Tecnologia

The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings. (Originally reported on DestinationCRM.com)
Speech Technology Digest, Posted 03 Dec 2013

LumenVox Upgrades Speech Tuner and Recognizer

Version 12.0 also adds four new languages.
Speech Technology Digest, Posted 20 Nov 2013

Amcom Speech Recognition Answers a College's Call

Middlesex County College benefits from a voice-based call attendant solution.
Deployments, Posted 15 Nov 2013

Getting to the Bottom of IVR Abandonment Rates

A shortage of data is not the problem.
Interact, Posted 15 Nov 2013

Verint Enters Voice Biometrics Market with Victrio Acquisition

Victrio brings to Verint solutions to mitigate fraud using passive voiceprint enrollment.
Speech Technology News Features, Posted 30 Oct 2013

Intelecom Extends Its Contact Center in the Cloud Solution with Verint WFO

Customers will benefit from integrated contact center solution based on Intelecom Connect and Verint Impact 360 software.
Speech Technology Digest, Posted 29 Oct 2013

Financial Asset Management Systems Selects Nexidia Interaction Analytics

Collections agency adopts Nexidia Interaction Analytics to mitigate risk in an environment of tighter scrutiny and regulation.
Speech Technology Digest, Posted 21 Oct 2013

Next IT Debuts Alme Virtual Assistant Healthcare Platform

Alme's artificial intelligence-based agent lessens the load for healthcare providers.
Speech Technology News Features, Posted 18 Oct 2013

Cincy Bell Chooses CTI Call Recording for Contact Centers

Cincinnati Bell will add SmartRecord from CTI Group for customers rolling out hosted call center services based on BroadSoft's BroadWorks Call Center Solution.
Speech Technology Digest, Posted 14 Oct 2013

Nuance to Acquire Varolii

The Varolii acquisition strengthens Nuance's position in cloud-based customer service.
Speech Technology Digest, Posted 10 Oct 2013

KnoahSoft Releases Harmony WFO Version 4.0

Workforce optimization solution provides mobile access and real-time speech analytics in a cloud-ready platform.
Speech Technology Digest, Posted 01 Oct 2013

Banking Up Deploys Enacomm IVR

Hosted, self-service IVR will halp the banking firm relieve customer stress.
Speech Technology Digest, Posted 24 Sep 2013

Accelovance Choose USAN IVR for Research Study

Clinical research firm employs USAN Metaphor Voice hosted IVR, predictive dialer, and ACD in its call center.
Speech Technology Digest, Posted 24 Sep 2013

CallCopy Changes Its Name to Uptivity

Changes convey heightened focus on enabling organizations to improve all aspects of the customer experience.
Speech Technology Digest, Posted 18 Sep 2013

Genesys Releases Actionable Analytics Offering

The solution combines text and speech analytics data to provide deeper interaction insights.
Speech Technology Digest, Posted 10 Sep 2013

BT, Truphone Partner on Mobile Recording Solution

The new app will allow U.S. financial services firms to record calls and text messages for federal regulatory compliance.
Speech Technology News Features, Posted 09 Sep 2013

Microsoft Collaborates with Gold Systems

Vonetix 7 Voice will serve as a new UC platform for Microsoft customer support.
Speech Technology Digest, Posted 26 Aug 2013

Primary Financial Services Selects Nexidia Interaction Analytics

The on-demand hosted solution will analyze calls to improve performance and regulatory compliance.
Speech Technology Digest, Posted 26 Aug 2013

On SpeechTek's First Day, Cross-Channel Integration Is King

Sixty-five percent of contact centers are handling traffic over at least six channels.
Speech Technology News Features, Posted 20 Aug 2013

Incendonet to Release SpeechBridge 5

Enhancements include more advanced configurations.
Speech Technology Digest, Posted 15 Aug 2013

Higher Ed Growth Chooses CallMiner Speech Analytics to Monitor All Calls

The solution will help ensure compliance with the Telephone Consumer Protection Act. and Education Department guidelines.
Speech Technology Digest, Posted 15 Aug 2013

The 2013 Market Leaders

Cover Story, Posted 12 Aug 2013

The 2013 Implementation Awards

Feature, Posted 12 Aug 2013

The 2013 Star Performers

Feature, Posted 12 Aug 2013

The 2013 Speech Luminaries

Feature, Posted 12 Aug 2013

Aspect Acquires Voxeo

FYI, Posted 12 Aug 2013

Self-Service Can't Deliver by Itself

Consider the total caller experience.
Inside Outsourcing, Posted 12 Aug 2013

BT and Voxeo Collaborate on Multichannel Self-Service Solutions

Voxeo to provide cloud IVR and automated self-service solutions to BT customers.
Speech Technology Digest, Posted 08 Aug 2013

Calabrio Solutions are Avaya-Compliant

Calabrio Workforce Management and Quality Management Solutions are compatible with Avaya contact center solutions.
Speech Technology Digest, Posted 06 Aug 2013

Altura Partners with Spoken Communications

The deal leads to a hosted call center solution built on Avaya's infrastructure.
Speech Technology Digest, Posted 06 Aug 2013

Authentify Debuts xFA Voice Security Service

Voice biometrics are combined with digital certificates and cryptographs for multifactor authentication.
Speech Technology News Features, Posted 24 Jul 2013

Can Watson Replace Customer Service Agents?

IBM's famed computer will still need improved speech technologies to be fully effective.
Sponsored Guest Commentary, Posted 24 Jul 2013

LogMyCalls Upgrades Its Call Center Suite

New features include whisper messaging and call recording on/off.
Speech Technology Digest, Posted 16 Jul 2013

CallMiner Updates EurekaLive

Expanded real-time product uses proven speech analytics platform to improve call center performance and compliance.
Speech Technology Digest, Posted 16 Jul 2013

Aspect Software to Acquire Voxeo

The $150 million deal strengthens Aspect's IVR and multichannel self-service offerings.
Speech Technology News Features, Posted 10 Jul 2013

Fonetic and ASC Telekom Partner on Solution for Banks

New solution fosters compliance with government regulations around the world for recording and analysis of transaction records.
Speech Technology News Features, Posted 08 Jul 2013

Calabrio Launches Desktop Analytics Solution

Module complements speech analytics on company's WFO suite.
Speech Technology News Features, Posted 03 Jul 2013

Mitel Acquires Contact Center Supplier prairieFyre

The deal is expected to be key to Mitel's growth going forward.
Speech Technology Digest, Posted 18 Jun 2013

Eckoh Acquires Veritape

Deal strengthens Eckoh's position in global markets.
Speech Technology Digest, Posted 11 Jun 2013

Selectron Technologies Teams Up with Voxeo

Partnership provides multichannel access to information and services.
Speech Technology Digest, Posted 10 Jun 2013

SpeechStorm Releases New Persona for the IVR

Speech Technology News Features, Posted 05 Jun 2013

Enghouse Updates Communications Portal

Version 9.0 rebrands Syntellect and Envox products under the Enghouse name.
Speech Technology Digest, Posted 05 Jun 2013

Ifbyphone Launches PCI-Compliant IVR for Direct Response TV Marketers

Advanced solution lets marketers securely process phone orders.
Speech Technology Digest, Posted 05 Jun 2013

CRI Adds Mutare Messaging Suite Option to Avaya Solution Kit

Solution offers advanced unified messaging with speech to text, voicemail reporting.
Speech Technology Digest, Posted 28 May 2013

IBM Changes Gears on Watson

Big Blue brings Watson to customer service with the launch of Watson Engagement Advisor.
Speech Technology News Features, Posted 24 May 2013

Prosodie-Capgemini Launches SmartCall Mobile Customer Service App

Solution includes natural language, voice payments and speech analytics.
Speech Technology Digest, Posted 22 May 2013

Genesys to Acquire SoundBite Communications

Genesys further extends its cloud-based contact center solutions portfolio with proactive collections and payments, mobile marketing, and customer service applications.
Speech Technology News Features, Posted 21 May 2013

Call Centers and Company Personal Assistants

Adding a personal assistant will require some work, but the pay-off can be great.
Sponsored Guest Commentary, Posted 20 May 2013

Pronexus Launches VBVoice 8

New IVR development toolkit supports Windows 8 environments.
Speech Technology Digest, Posted 15 May 2013

CallCopy Releases Insight Software

New application uses speech and desktop analytics to improve contact center performance.
Speech Technology Digest, Posted 15 May 2013

Genesys Acquires Angel.com

FYI, Posted 10 May 2013

Speech Technology Must Address Users' Needs

Editor's Letter, Posted 10 May 2013

Voxeo Launches CXP 13 Platform

Technology includes multichannel and mobile capabilities.
Speech Technology News Features, Posted 08 May 2013

Toronto Transforms City Services with 311

Canada's largest city improves customer service with updated contact center technologies.
Deployments, Posted 01 May 2013

Assessing Speech-Enabled Help Apps

Users seeking voice-enabled service and support have several choices.
Forward Thinking, Posted 01 May 2013

Transform the Customer Experience with IVR Best Practices

It's a fine line between love-hate and love-to-hate.
Inside Outsourcing, Posted 01 May 2013

Convergys Calls on Verint and Avaya

Companies to provide WFO and CEM management solutions.
Speech Technology News Features, Posted 24 Apr 2013

Servion Partners with Nuance Enterprise Division

Relationship provides services for enabling customer self-service solutions.
Speech Technology Digest, Posted 15 Apr 2013

Plum Voice Releases VoiceTrends IVR-Specific Analytics Tool

VoiceTrends reveals the most useful data for improvement of customer satisfaction and automation rates.
Speech Technology Digest, Posted 09 Apr 2013

AT&T Watson Speech Engine to Power Interactions' Virtual Assistants

AT&T's speech recognition and natural language understanding apps will enhance Interactions' customer care solutions.
Speech Technology Digest, Posted 08 Apr 2013

ManageEngine Releases Voice-Enabled Help Desk App

The new iPhone ServiceDesk Plus MSP app features Nuance voice technologies.
Speech Technology Digest, Posted 05 Apr 2013

[24]7 Releases Visual Speech

Multimodal solution delivers a unified customer experience across IVR and mobile.
Speech Technology News Features, Posted 20 Mar 2013

Oaisys Solutions Now Rated Avaya-Compliant

Call recording applications are compatible with key Avaya unified communications solutions.
Speech Technology Digest, Posted 14 Mar 2013

Acme Packet and CallMiner Provide Cloud-Based Speech Analytics to Clearwire

Solution analyzes customer interactions and measures agent performance.
Speech Technology Digest, Posted 12 Mar 2013

Jabra Headsets Feature Embedded Rubidium Speech Technology

Rubidium adds voice control to Jabra's latest Microsoft- and Skype-compatible unified communications headsets.
Speech Technology Digest, Posted 27 Feb 2013

Genesys to Acquire Angel

The $110 million deal brings more cloud offerings to Genesys.
Speech Technology News Features, Posted 26 Feb 2013

Broadcore Delivers Speech Recognition Solution for Ardwin Freight

The solution combines advanced speech recognition with cloud communications.
Speech Technology Digest, Posted 19 Feb 2013

Storacall and Rostrvm Partner Up with Full Product Integration

Storacall call recording systems are integrated with Rostrvm Solutions' dialers and call center software.
Speech Technology Digest, Posted 14 Feb 2013

The Emergence of Real-Time Solutions for Contact Centers

Improving the customer—and agent—experience with analytics and guidance.
The Business Case, Posted 10 Feb 2013

CBE Lets Companies Collect with CallMiner Platform

Eureka Speech Analytics helps extract meaningful business intelligence.
Deployments, Posted 10 Feb 2013

Raise Your Mobile Profile

Look to outsourcing to give your customers the technology they expect.
Inside Outsourcing, Posted 10 Feb 2013

When Bad IVRs Are Good Enough

Users accustomed to substandard systems can't imagine any better.
Interact, Posted 10 Feb 2013

Avaya Expands DevConnect Select Product Program

New technology partners and solutions added to an already long list.
Speech Technology Digest, Posted 06 Feb 2013

Genesys Acquires Utopy

The deal strengthens Genesys' workforce optimization offerings.
Speech Technology News Features, Posted 29 Jan 2013

Nuance Launches Partner Program

Nuance Connections expands distribution of natural language customer self-service applications.
Speech Technology Digest, Posted 22 Jan 2013

Gryphon Introduces Mobile Phone Access to Core Phone

New smartphone app features speech analytics.
Speech Technology Digest, Posted 21 Jan 2013

Sonix Teams Up with Retell

Solution combines speech analytics with call recording engine.
Speech Technology Digest, Posted 21 Jan 2013

Oaisys Awarded Patent for Portable Voice Documentation (PVD) Technology

The solution is at the center of its Talkument and Tracer call recording solutions.
Speech Technology Digest, Posted 16 Jan 2013

Voxeo Renames VoiceObjects to Voxeo CXP

The name change reflects the company's focus beyond just the voice channel.
Speech Technology Digest, Posted 16 Jan 2013

NICE Rolls Out Fraud Prevention Solution

Technology will track fraud patterns and screen interactions in contact centers.
Speech Technology News Features, Posted 09 Jan 2013

A Growing Acceptance of Computer-Generated Voice Technology

Consumer trust of IVRs is being propelled by mainstream mobile applications.
Sponsored Guest Commentary, Posted 04 Jan 2013

Cloud-Based PBX and Fixed-Mobile Convergence

A cloud-based PBX should have all the capabilities of the fixed-line version.
Sponsored Guest Commentary, Posted 12 Dec 2012

UTOPY Joins Cisco Developer Network

Completes interoperability verification testing.
Speech Technology Digest, Posted 05 Dec 2012

The Hypervoice Consortium Launches

The organization's mission is to advance hypervoice as a way to organize and navigate voice conversations by converting them into a native Web object.
Speech Technology News Features, Posted 03 Dec 2012

CallCopy Partners with VSI

CallCopy's WFO and call recording apps let VSI users tap into valuable customer insights and improve agent performance.
Speech Technology Digest, Posted 28 Nov 2012

Santander Consumer USA, CallMiner Release Real-Time Alert System

Speech analytics-based platform monitors calls for specific wording.
Speech Technology Digest, Posted 27 Nov 2012

Oaisys Call Recording Completes Interoperability Testing With BroadSoft BroadWorks

Tracer and Talkument are compatible with the BroadSoft voice application platform.
Speech Technology Digest, Posted 15 Nov 2012

Reliability Is the Key to an IVR Selection

When choosing an IVR system, look for a vendor that offers a complete solution on its own.
Sponsored Guest Commentary, Posted 14 Nov 2012

IntelliResponse Enhances Virtual Agent Mobile Offering

Latest mobile solution adds voice recognition, reduces customer effort, and increases answer accuracy.
Speech Technology Digest, Posted 12 Nov 2012

Voxeo Taps Bob Ingalls as CEO

FYI, Posted 10 Nov 2012

Enter Cross-Channel Proactive Customer Engagement

Being proactive is one thing. Getting it right is another.
Voice Value, Posted 10 Nov 2012

A New Age for Computer Interactions

Advances emphasize the role of the human mind.
Forward Thinking, Posted 10 Nov 2012

Improving the Customer Experience with IVR Analytics

Streamline the service process for end-to-end benefits.
The Business Case, Posted 10 Nov 2012

Leveraging the Voice of the Customer Pays Off for Voxline

Brazilian contact center business finds NICE solutions are just what it needs.
Deployments, Posted 10 Nov 2012

IVR Delivers for a Propane Gas Supplier

AmeriGas sees business improvements with a speech-enabled phone system from Message Technologies Inc.
Deployments, Posted 10 Nov 2012

When Outsourcing Providers Disappear

As the economy contracts, strengthen your outsourcing contacts.
Inside Outsourcing, Posted 10 Nov 2012

Utopy Debuts Contact Center WFO Suite

Analytics-powered WFO apps arm contact centers with interaction intelligence.
Speech Technology Digest, Posted 06 Nov 2012

Minimize Disaster Impacts

Keeping your contact center functioning is the primary goal.
Sponsored Guest Commentary, Posted 28 Oct 2012

First Choice Assets Reduces Litigation Exposure with LiveVox Centralized Call Recording

Solution improves compliance efforts with 100 percent call recording.
Speech Technology Digest, Posted 22 Oct 2012

Sennheiser Headsets Win Top Rating from Nuance

The audio specialist's DW Pro2 and Circle series headsets win "six dragons" ratings.
Speech Technology Digest, Posted 12 Oct 2012

Utopy Releases Unified Customer Interaction Analytics Platform

The new release unifies the voice of the customer and analyzes agent performance across all channels of contact.
Speech Technology Digest, Posted 05 Oct 2012

CTI Group Releases Trader Compliance Suite

Call recording and speech analytics are central pieces of the product suite for financial institutions.
Speech Technology Digest, Posted 25 Sep 2012

Gryphon Unveils Core Voice

Product offers fully compliant call recording and speech analytics to distributed workforces.
Speech Technology Digest, Posted 25 Sep 2012

GM Voices Teams Up With LumenVox

The two companies will jointly develop voice prompt e-commerce portal.
Speech Technology Digest, Posted 18 Sep 2012

Nexidia Releases Next-Generation Interaction Analytics Software

The new Interaction Analytics features multichannel searching and categorization, enhanced dynamic reporting, and a new user interface.
Speech Technology Digest, Posted 17 Sep 2012

Voice Analysis Application to Feature Hosted Option

Castel Detect to be integrated with hosted dialer solution.
Speech Technology Digest, Posted 13 Sep 2012

HD Voice: A Crystal-Clear Connection

Wideband audio can make enterprise applications more accurate.
Feature, Posted 10 Sep 2012

Speech Goes to School

A window into the future of speech technology.
Cover Story, Posted 10 Sep 2012

IVR Is the Right Prescription for This Pharmacy

TalkRx keeps small, independent stores competitive with retail giants.
Deployments, Posted 10 Sep 2012

Demanding Multichannel Interactions

Six best practices for deploying agile channeling platforms
Inside Outsourcing, Posted 10 Sep 2012

VoiceTrust Unveils Dynamic Caller Verification Product

Solution integrates with Genesys GVP platform.
Speech Technology Digest, Posted 07 Sep 2012

Online Self-Service at Copa Airlines Expands to Facebook

IntelliResponse Virtual Agent Technology Helps Copa Airlines Take Customer Service Directly to the World's Largest Social Media Channel
Speech Technology Digest, Posted 06 Sep 2012

Accounts Receivable Management Employs CallMiner Speech Analytics

Solution ensures compliance and fair practices to improve consumer experience.
Speech Technology Digest, Posted 06 Sep 2012

NVoq Partners with Communication Solutions

Increasing chat agents' productivity is the goal.
Speech Technology Digest, Posted 31 Aug 2012

Customer Intelligence through Call Metrics, Recording, and Speech Analytics

New technology advancements make customer intelligence tools more available to everyone.
Sponsored Guest Commentary, Posted 27 Aug 2012

Cyara Announces Latest Version of Contact Center Testing Suite

Users gain more control, flexibility, and time savings with end-to-end, automated IVR, contact center, and voice infrastructure testing.
Speech Technology News Features, Posted 22 Aug 2012

DBS Employs NICE Interaction Analytics

Singapore's largest bank uses the solution to enhance the customer experience.
Speech Technology Digest, Posted 22 Aug 2012

Radish Systems Releases ChoiceView Visual IVR API

REST API allows voice with visuals' mobility communications to be added to new and existing IVR systems.
Speech Technology Digest, Posted 20 Aug 2012

Raytheon BBN Technologies Unveils AVOKE Analytics 4.0

New cloud solution makes it easier to optimize end-to-end call center experiences.
Speech Technology Digest, Posted 20 Aug 2012

The Customer Moved My Cheese

Mulitmodality use and design success means understanding your customer.
Speech Technology News Features, Posted 15 Aug 2012

LumenVox Unveils New Version Of Speech Engine

Features include an upgrade to the Text-to-Speech server.
Speech Technology Digest, Posted 15 Aug 2012

Voxeo and Presence Technology Partner on Hosted Contact Center Solution

Vendors partner to provide cloud-based, multichannel solution.
Speech Technology Digest, Posted 13 Aug 2012

ACMG Expands Relationship with Nexidia

Health and beauty company chooses Nexidia to further elevate quality and performance across all of its contact centers.
Speech Technology Digest, Posted 13 Aug 2012

Empirix Testing as a Service Expanded for Voice Biometrics

Empirix now provides pre-deployment assessment of authentication and enrollment solutions for contact centers and mobile app developers.
Speech Technology Digest, Posted 13 Aug 2012

SpeechPro Unveils VoiceKey

Biometrics solution also provides emotional state analysis.
Speech Technology Digest, Posted 13 Aug 2012

Telcom & Data Launches Trisys Call Recording System

Solution delivers cost-effective accounting.
Speech Technology Digest, Posted 18 Jul 2012

StrikeForce and TradeHarbor Announce First "Three-Factor" Voice Verification Solution

The partnership has yielded a new level of cyber security assurance for online transactions.
Speech Technology News Features, Posted 17 Jul 2012

Calabrio Unveils Web 2.0-Based Speech Analytics Solution

Suite transforms call recordings into searchable data.
Speech Technology News Features, Posted 17 Jul 2012

Usability Testing Connects the Dots

This valuable tool offers unique insights into caller motivations.
Interact, Posted 10 Jul 2012

Voxeo Partners with Deutsche Telekom

Deutsche Telekom adopts the Tropo Voice and SMS API from Voxeo.
Speech Technology Digest, Posted 03 Jul 2012

Nexidia Unveils Interaction Analytics

Software provides multichannel searching
Speech Technology News Features, Posted 12 Jun 2012

NICE Debuts First Session Recording Solution Based on SIPREC Protocol

Industry-driven session recording protocol enables standardized, consolidated, and simplified session recording capabilities.
Speech Technology News Features, Posted 22 May 2012

Oaisys Offers Hybrid Cloud Call Recording Solution

Oaisys AllWays and Gateway to the Cloud will enable users to take advantage of advanced recording anywhere, anytime, and on any device.
Speech Technology Digest, Posted 15 May 2012

Synchronoss Acquires SpeechCycle

The cloud services provider sought to add voice technologies to automate transactions.
Speech Technology News Features, Posted 11 May 2012

CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite

Enhanced speech analytics and call recording are just some of the new features.
Speech Technology Digest, Posted 09 May 2012

Voxeo and Integrated Voice Solutions Partner to Provide New Services

Technology automates the transfer from end-of-life IVR systems to new platform
Speech Technology Digest, Posted 09 May 2012

Noble Systems Enhances Speech Analytics Suite with Agent Performance Measurement Tools

Noble Speech Analytics can now help companies tell how well their contact center operations are meeting organizational expectations.
Speech Technology Digest, Posted 04 May 2012

Vonage Calls on Nexidia for Improved Contact Center Operations

Expanded quality monitoring reduces costs and improves agent training.
Deployments, Posted 01 May 2012

CallCopy Connects for Columbus Team

The NHL's Blue Jackets improve call center staff with intelligent call recording technology.
Deployments, Posted 01 May 2012

Aurix Releases New Version of Cloud Based Analyst

Enhances business insight and reduces time and cost of analysis
Speech Technology Digest, Posted 12 Apr 2012

Oaisys Releases New Versions of Call Recording Solutions

Talkument and Tracer Version 7.2 offer expanded voice documentation compliance and archiving.
Speech Technology Digest, Posted 04 Apr 2012

CereProc Partners with FTW and Voice Business to Give the Austrian Postal Service a Voice

New Austrian TTS voices are included in the project.
Speech Technology Digest, Posted 04 Apr 2012

Interactive Intelligence Acquires Netherlands Reseller, Brightware

The acquisition gives Interactive Intelligence increased presence throughout the Benelux region.
Speech Technology Digest, Posted 02 Apr 2012

Avaya Unveils “Collaborative Cloud” Strategy and Solutions

Avaya Collaborative Cloud provides a strategic framework for cloud-based collaboration solutions using Avaya unified communications, contact center, networking and services.
Speech Technology News Features, Posted 28 Mar 2012

VoltDelta Launches Offering to Automate Customer Care for ‘N11’ Services

The company is leveraging its 411 directory assistance and 999/911 emergency services expertise to support 511 travel advisory and other N11 services.
Speech Technology Digest, Posted 28 Mar 2012

Christoph Mosing Appointed President of Enghouse Interactive USA

Veteran software executive will lead the company's strategic growth in interaction management business.
Speech Technology Digest, Posted 27 Mar 2012

It's Time to Accept Responsibility for Your IVR

Sponsored Guest Commentary, Posted 14 Mar 2012

VoiceHub Opens Service for Free Early Access to Beta Testers

VoiceHub program will allow customers to test their new service prior to the official launch in the next 60-90 days.
Speech Technology Digest, Posted 07 Mar 2012

SIP Print and ContactPoint Partner on Call Recording and Performance Management

SIP Print will integrate ContactPoint's new service, LogMyCalls, to target call centers and enterprises seeking powerful, yet affordable solutions.
Speech Technology Digest, Posted 07 Mar 2012

Siemens Updates Its OpenScape UC Suite

Enhancements enable up to 500,000 users on a common UC platform; new mobility and federation capabilities extend reach of UC beyond the walls of the enterprise
Speech Technology Digest, Posted 06 Mar 2012

Improving Agent Skills Generates Healthy Return

UTOPY speech analytics solution puts healthcare collection group on the road to recovery.
Deployments, Posted 01 Mar 2012

American Customers Have a NICE Flight

Airline improves the customer experience with NICE Systems' SmartCenter suite.
Deployments, Posted 01 Mar 2012

Aspect Inks a UC Distribution Deal with Dell

Dell Services will deliver Aspect's unified communications solutions for next-generation customer contact centers.
Speech Technology News Features, Posted 24 Feb 2012

Spoken Communications Partners with Varolii

The partnership will extend solutions across inbound and outbound contacts.
Speech Technology Digest, Posted 21 Feb 2012

BSkyB Deploys SpeechStorm Applications

Triple-play services provider turns to SpeechStorm's advanced customer care applications for personalized self-service.
Speech Technology Digest, Posted 21 Feb 2012

Vocantas IVR Now Guaranteed to Integrate with Avaya

Utilities OnCall tested by Avaya developers and awarded DevConnect interoperability.
Speech Technology Digest, Posted 15 Feb 2012

Mutare Integrates Voicemail into Call Centers

Reporting, escalation, and unified message tools help meet service-level agreements.
Speech Technology Digest, Posted 13 Feb 2012

SpeechCycle Awarded Patent for Repeat Caller Process

New patent covers call back disposition and re-evaluation in IVR-based customer care.
Speech Technology News Features, 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.
Speech Technology Digest, Posted 07 Feb 2012

Pronexus VBVoice Now Rated Avaya-Compliant

The IVR toolkit VBVoice is now available to developers working inside the Avaya environment.
Speech Technology Digest, 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.
Speech Technology News Features, 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.
Speech Technology Digest, Posted 01 Feb 2012

ResponseTek and CallMiner Form Alliance

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

Indosoft Adds AMD and Voicemail Recognition Functions

Solutions include Asterisk Speech Recognition API.
Speech Technology Digest, 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.
Speech Technology Digest, Posted 20 Jan 2012

Capita Acquires Salmat Speech Solutions' U.K. Operations

The deal adds voice biometrics and natural language voice recognition capabilities
Speech Technology Digest, Posted 11 Jan 2012

Avaya Wins U.S. Coast Guard Contract

USCG turns to Avaya for its centralized service desk in St. Louis.
Speech Technology Digest, 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.
Speech Technology Digest, 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.
Speech Technology Digest, 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.
Speech Technology Digest, 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
Speech Technology Digest, 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.
Speech Technology News Features, Posted 04 Nov 2011

Oaisys Upgrades Tracer and Talkument Call Recording Solutions

New features include cloud licensing, live desktop monitoring, and caller location mapping.
Speech Technology Digest, 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.
Speech Technology Digest, 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.
Sponsored Guest Commentary, 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.
Speech Technology News Features, 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.
Speech Technology News Features, 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.
Speech Technology News Features, Posted 20 Oct 2011

MicroAutomation and Voxeo Announce Strategic Partnership

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

Nexidia and Teleopti Partner to Offer Agent Performance Management

Integrated systems promise greater flexibility and value than proprietary legacy systems.
Speech Technology Digest, 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.
Speech Technology Digest, 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.
Speech Technology Digest, Posted 08 Sep 2011

Listen to the Voice of the Customer

Editor's Letter, Posted 01 Sep 2011

Suite Evolution Drives Contact Centers

Bundling apps improves data management, customer experience
Feature, Posted 01 Sep 2011

How to Know When Your Speech System Is Too Old

Customer dissatisfaction is the first indication, as the IVR begins to cost more to maintain than to replace
Cover Story, Posted 01 Sep 2011

The Prescription for Speech Delivered at SpeechTEK 2011

In closing keynote, co-chairs Jim Larson and Susan Hura urge attendees to improve IVR systems at all costs
FYI, Posted 01 Sep 2011

A Window of Opportunity

Call center software helps Blinds.com boost revenue, cut service calls
Deployments, Posted 01 Sep 2011

Technologies Won’t Obsolete The Human Voice

Speech will evolve and find its place in social media, mobile devices, and video
Inside Outsourcing, Posted 01 Sep 2011

Alcatel-Lucent Unveils a New Strategy for Genesys

Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.
Speech Technology News Features, Posted 24 Aug 2011

Fonality Launches Mobile Unified Communications and Contact Center Solution for SMBs

The new application can be delivered via Apple or Android operating systems.
Speech Technology Digest, Posted 24 Aug 2011

How Can You Help Me?

First you need to understand what I'm saying
Sponsored Guest Commentary, Posted 22 Aug 2011

Views from SpeechTEK 2011: Smartphones Set to Revolutionize Self-Service

Explosive growth in this market is also seen in developing world. Is owning a mobile device now "a human right"?
Speech Technology News Features, Posted 10 Aug 2011

SpeechCycle and Novauris Partner to Enhance Customer Service Solution

Novauris large-vocabulary speech recognition technology enables SpeechCycle to offer new speech capabilities through LevelOne Agents solution.
Speech Technology Digest, Posted 10 Aug 2011

VoltDelta OnDemand Enables RightNow Technologies CRM with Contact Center On Demand

VoltDelta's virtual contact center infrastructure is now integrated with RightNow CX Desktops
Speech Technology Digest, Posted 10 Aug 2011

Next IT Releases ActiveAgent for Live Chat

Virtual Agents let customers scrap costly Web chat.
Speech Technology Digest, Posted 10 Aug 2011

SpeechTEK 2011 Keynoter David Gergen Calls for Leadership

CNN analyst and former presidential aide identifies mobilization, persuasion, and trust as critical qualities in drawing parallel between industry and political worlds
Speech Technology News Features, Posted 09 Aug 2011

SpeechTEK 2011 Theme: We're Drowning in Data

The state of speech analytics takes center stage at annual conference.
Speech Technology News Features, Posted 09 Aug 2011

WestJet Turns to Voxify for Speech Self-Service

Voxify's Universal Managed Service for IVR extends contact center excellence at Canada's leading airline.
Speech Technology Digest, Posted 22 Jul 2011

Nuance Powers a Reservations Self-Service System for US Airways

US Airways is the first domestic airline to offer an intelligent service experience through natural language understanding.
Speech Technology News Features, Posted 22 Jul 2011

Verint Will Acquire Vovici

The combination will create a comprehensive VoC solution with multichannel analytics, including speech, social media, email, Web chat, and enterprise feedback.
Speech Technology News Features, Posted 20 Jul 2011

West Releases Managed On-Premises IVR

New offering lets companies use their existing on-site telephony infrastructure.
Speech Technology Digest, Posted 13 Jul 2011

SpeechCycle Awarded Patent for Spoken Language Understanding

New patent deals with error recovery when an utterance can't easily be mapped to a specific path in the call flow.
Speech Technology News Features, Posted 12 Jul 2011

Post-Call Survey System Uses Speaker Recognition for Agent Identification

The system promises to speed install time by weeks and save thousands in installation costs.
Speech Technology Digest, Posted 01 Jul 2011

Speech Technology Satisfies Various Needs

Editor's Letter, Posted 01 Jul 2011

The 2011 Market Leaders

Cover Story, Posted 01 Jul 2011

The 2011 Star Performers

Feature, Posted 01 Jul 2011

The 2011 Implementation Awards

Feature, Posted 01 Jul 2011

Hosted Solutions Slash Cost of Ownership

Cloud-based offerings bring substantial savings over on-premises systems
FYI, Posted 01 Jul 2011

Irrationally Held Truths Take a Toll

When organizations make assumptions about customers, rather than collect real data, self-service applications suffer
Interact, Posted 01 Jul 2011

The Rise of Proactive Customer Care

Anticipating needs delivers benefits in customer service, sales/marketing, and government
The Business Case, Posted 01 Jul 2011

Are You Ready for Mobility Care?

Tie app into the contact center to create seamless interactions across customer entry points
Inside Outsourcing, Posted 01 Jul 2011

Smoothstone Delivers Presence, IM, and Collaboration Tool

The launch of Awareness Messaging and Presence (AMP), a multichannel platform, is geared toward large-scale enterprises.
Speech Technology Digest, Posted 27 Jun 2011

Consumer Study Finds Overwhelming Dissatisfaction with IVR

NYU researchers reveal continued frustration with automated voice systems.
Speech Technology Digest, Posted 27 Jun 2011

Mindshare Combines Speech-to-Text with Analytics

Mindshare Speech-To-Text voice-of-the-customer tool transcribes customers' phone comments and uncovers actionable information.
Speech Technology News Features, Posted 24 Jun 2011

Interactive Intelligence Releases Customer Interaction Center 4.0

Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model.
Speech Technology News Features, Posted 13 Jun 2011

Contact Center-as-a-Service

Virtualization makes sense for contact centers
Sponsored Guest Commentary, Posted 08 Jun 2011

Nuance Launches Complete Care Multichannel Solutions

Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care
Speech Technology News Features, Posted 06 Jun 2011

Angel Launches Next-Generation Multimodal IVR

The app delivers cutting-edge multimodal technology that brings efficient and personalized customer service for mobile customers.
Speech Technology Digest, Posted 25 May 2011

When Web Self-Service Fails, Customers Call the Contact Center

Customers turning to the Web first, but more than half still end up in the contact center.
Speech Technology News Features, Posted 20 May 2011

Multinationals Move CRM and Communications to the Cloud

Deployment of cloud services among global firms has seen a 60 oercent increase in the past year.
Europe News, Posted 20 May 2011

Apex Credit Management Wins UK Customer Contact Innovation Award

The financial firm is recognized for transforming its outbound debt collection operations.
Europe News, Posted 20 May 2011

CGS, NICE, and Presence Technology Team Up for Hosted Contact Center Solution

CirriusImpact blends the NICE SmartCenter suite of workforce optimization solutions with Presence Technology solutions.
Speech Technology Digest, Posted 19 May 2011

j2 Global Communications Releases Call Recorder

eVoice lets users capture, play, review, and reference calls made or received on any phone.
Speech Technology Digest, Posted 19 May 2011

Ifbyphone Launches Voice-Based Marketing Platform for Real Estate

The solution empowers agents to manage hot leads and track calls to prove marketing ROI.
Speech Technology Digest, Posted 17 May 2011

M5 Networks Launches New Recording Solution

M5 Replay allows business to record phone conversations and retrieve the recordings via a Web interface.
Speech Technology Digest, Posted 12 May 2011

VoxGen Awarded Grant from Germany’s Ministry of Economics and Technology

The grant will be used to improve cross-channel customer experiences.
Speech Technology Digest, Posted 12 May 2011

Ifbyphone Widget Brings Calls into Zendesk's Customer Support Platform

The Ifbyphone Widget integrates call handling, management, and other functionalities into the Zendesk platform.
Speech Technology Digest, Posted 04 May 2011

CallMiner Delivers Speech Analytics in the Telco Cloud

New delivery method promises to revolutionize an organization's ability to instantly extract customer intelligence.
Speech Technology Digest, Posted 03 May 2011

CSI Releases New Virtual Observer Call Recording Suite

The latest version of Virtual Observer features a new Web interface, enhanced analytics, and quality optimization tools.
Speech Technology Digest, Posted 03 May 2011

ClickFox Reveals Customer Identification Pitfalls During Self-Service

Ten percent of customers can't be identified by automated customer service systems, driving down customer satisfaction.
Speech Technology News Features, Posted 02 May 2011

Making a Case for IVR Hosting

Editor's Letter, Posted 01 May 2011

The Anatomy Of A Decision

Feature, Posted 01 May 2011

Hosted IVRs Bring Peace Of Mind

Price and flexibility are encouraging corporations to switch from premises-based solutions
Cover Story, Posted 01 May 2011

Don't Let M&As Steer You Off Course

Tech vendors get acquired. What can your organization do to protect its investments?
Feature, Posted 01 May 2011

Mobile: The New Frontier for Voice Security

A Twitter poll shows that 84 percent of consumers contact customer service through their mobile phones, and more than half (53 percent) said that security risks are a main concern when they complete transactions
FYI, Posted 01 May 2011

Tech Investments Buoy Workforce Optimization

WFO market forecast to post healthy growth in the near term
FYI, Posted 01 May 2011

Call Centers Receive Guidance on Protecting Credit Card Data

PCI Security Standards Council releases document titled "Protecting Telephone-Based Payment Card Data Information Supplement"
FYI, Posted 01 May 2011

Rural Arizona Connects With Residents

Pinal County speeds service and cuts costs by switching from a hosted to an on-premises contact center suite
Deployments, Posted 01 May 2011

IVR Is Good News for Scripps

Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Deployments, Posted 01 May 2011

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

How to sort out requirements for outsourcing your IVR
Inside Outsourcing, Posted 01 May 2011

True Voice Technologies Launches Talk-2-Me

Talk-2-Me, a new software-as-a-service solution, offers a cost-effective way for customers to contact companies and individuals.
Speech Technology Digest, Posted 28 Apr 2011

IVR Technology Group Announces iChat SMS Text Chat

New app lets users communicate with agents via text to a live agent or IVR.
Speech Technology Digest, Posted 26 Apr 2011

Consumers Want Multichannel Customer Care Options

A new survey by Nuance signals the need for integrated inbound/outbound and multichannel platform solutions.
Speech Technology News Features, Posted 20 Apr 2011

IVR Technology Group Releases iCall

iCall is a feature-rich, streamlined approach to automated outbound call processing.
Speech Technology Digest, Posted 20 Apr 2011

Ventura Implements Verint's Impact 360

U.K. contact center outsourcer will employ quality monitoring and desktop and process analytics software from Verint.
Speech Technology Digest, Posted 15 Apr 2011

Vlingo Launches Virtual Assistant for the Brits

Vlingo localizes its Virtual Assistant for U.K. English, releases an Android app.
Speech Technology Digest, Posted 08 Apr 2011

Verint Releases Audiolog 5 for SMBs

Contact center software enhancements support mobile and multimedia customer interactions.
Speech Technology News Features, Posted 04 Apr 2011

Nuance Takes Natural Language on the Fast Track

New Call Steering Fast Start offering cuts the cost and time to deploy a natural language interface in half.
Speech Technology News Features, Posted 30 Mar 2011

Google's Contact Centers to Use ASC VoIP Recording Solution

EVOip VoIP recording solution will be implemented at facilities in the United States, Japan, China, India, and Australia.
Speech Technology Digest, Posted 29 Mar 2011

Fonality Releases 2011 Edition of trixbox Pro IP-PBX

The solution brings unified communications, contact center, and VoIP capabilities to the SMB space.
Speech Technology Digest, Posted 21 Mar 2011

SpeechCycle Launches SmartCare Mobile

The voice-enabled solution is the first customer care solution developed specifically for the smartphone.
Speech Technology News Features, Posted 21 Mar 2011

PCI Council Releases Supplemental Guidance for Protecting Telephone-Based Payment Card Data

New resource helps merchants and service providers understand and implement PCI DSS requirements for voice recordings.
Speech Technology News Features, Posted 18 Mar 2011

West Launches Campaign Central for Targeted Notifications Campaigns

The solution enables real-time creation, customization and monitoring of alerts and notifications sent via voice, e-mail, SMS text or fax.
Speech Technology Digest, Posted 18 Mar 2011

Telcentris Launches New Hosted Contact Center Platform

The offering is the company's next-generation hosted solution for inbound and outbound call center management.
Speech Technology Digest, Posted 14 Mar 2011

Workforce Optimization Gets Optimized

DMG research shows innovation and growth to continue in the WFO market through 2013.
Speech Technology News Features, Posted 10 Mar 2011

Call Recording System Identifies Agents by Voice

New system uses speaker recognition to identify agents on call recordings.
Speech Technology News Features, Posted 01 Mar 2011

SpeechCycle’s On-Demand Service Processes Billionth Speech Recognition

The company achieves significant milestone reflecting rapid customer adoption of rich phone applications.
Speech Technology Digest, Posted 01 Mar 2011

Listen Before You Leap

Editor's Letter, Posted 01 Mar 2011

What's In A Name?

Personalization means more than being on a first-name basis with customers
Cover Story, Posted 01 Mar 2011

Hotels Should Be Doing More with IVRs

Market Spotlight: Hospitality
FYI, Posted 01 Mar 2011

Wireless Customers Want Less Automation

FYI, Posted 01 Mar 2011

Nuance Advances Into Voice Biometrics

FYI, Posted 01 Mar 2011

Speech Is the True Blue Choice

Nexidia's QuickStart helps BlueCross BlueShield of Tennessee save more than $1 million a year
Deployments, Posted 01 Mar 2011

SendMe Does a High Five(9) Over IVR Savings

Strong growth prompted the mobile content provider to find a new vendor for a ‘rip-and-replace' system
Deployments, Posted 01 Mar 2011

Combining IVR and Smartphones

Take advantage of today's visual displays and develop consumer product apps
Forward Thinking, Posted 01 Mar 2011

Why Hosting Is Part of Your Future

Ignore it at your own cost
The Business Case, Posted 01 Mar 2011

Altitude Software Offers Advanced Natural Language Self-Service for Contact Centers

Altitude Software, Loquendo, and SpeechVillage have partnered to expand advanced speech self-service offering.
Speech Technology News Features, Posted 23 Feb 2011

Best Western Selects Interactions' IVR to Improve Customer Care

Interactions' HumanTouch Platform will provide next-generation interactive voice response technology for the hotel chain operator.
Speech Technology Digest, Posted 22 Feb 2011

NICE to Acquire CyberTech International

NICE expands its offerings for compliance recording solutions and value-added applications.
Speech Technology News Features, Posted 15 Feb 2011

Uniting Multichannel Service with Today’s Multidimensional Customer

Customer interaction analytics solutions help break down the siloes of data that exist at most organizations.
Sponsored Guest Commentary, Posted 09 Feb 2011

Virtual Hold Technology Joins Forces With GM Voices

Partnership helps ensure consistent branding for VHT clients.
Speech Technology Digest, Posted 08 Feb 2011

Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience

Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
Speech Technology News Features, Posted 07 Feb 2011

New OAISYS 7.0 Call Recording Solutions Support Enterprise, Government Requirements

This latest release includes active directory integration, 64-bit Windows support, and more flexible deployment options.
Speech Technology Digest, Posted 03 Feb 2011

Nuance Advances Voice Biometrics Portfolio through Launch of VocalPassword and FreeSpeech

These are the first new voice biometrics offerings based on the combination of Nuance and PerSay multichannel verification solutions.
Speech Technology News Features, Posted 27 Jan 2011

Ruby Receptionists Selects All-in-One IP Communications Software Suite from Interactive Intelligence

Remote receptionist services provider selects software for its broad feature-set and extensive customization options.
Speech Technology Digest, Posted 18 Jan 2011

Industry Report Paints a Rosy Picture for Speech

Global Industry Analysts projects that the speech technology industry will grow to $20.9 billion by 2015.
Speech Technology News Features, Posted 13 Jan 2011

Nuance's Speech Attendant 11 Is Now Avaya-Compliant

SpeechAttendant helps businesses leverage their investments in Avaya communications infrastructure with speech-driven automated attendant solutions.
Speech Technology Digest, Posted 11 Jan 2011

West's Holly Connects Platform is VoiceXML-Compliant

The company announces VoiceXML 2.1 certification for its Holly Voice Platform 5.1.
Speech Technology Digest, Posted 11 Jan 2011

Please Listen Carefully, as Our Customers Have Changed

Editor's Letter, Posted 05 Jan 2011

The Hooptedoodle of Phone

The rules of writing also apply to script design.
Interact, Posted 05 Jan 2011

Reducing the Cost of Every Dialogue

An all-in-one IP communications software suite helps Dialogue Marketing consolidate infrastructure.
Deployments, Posted 05 Jan 2011

Is the Cloud Your Answer?

Many questions need to be asked to reach the right conclusion.
Inside Outsourcing, Posted 05 Jan 2011

Voice2Phone Releases Auto Dialer

The new solution provides a voice broadcasting service via VoIP.
Speech Technology Digest, Posted 04 Jan 2011

Calabrio Solutions Are Avaya-Compliant

The full suite of Calabrio call recording and quality management solutions now are compliant with Avaya Aura
Speech Technology Digest, Posted 15 Dec 2010

Trisys Introduces IP Call Recording Software

This 100 percent software-based solution doesn't rely on specific call control protocols.
Speech Technology Digest, Posted 15 Dec 2010

Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015Listen to this article in TTS, powered by Loquendo

Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Speech Technology News Features, Posted 10 Dec 2010

OAISYS Launches Professional Services Program for Call Recording Solution Deployment

The program's goal is to help customers meet business objectives quickly and reliably.
Speech Technology Digest, Posted 08 Dec 2010

CosmoCom Virtual Contact Center Technology Enables Better Medication Management

PharmMD chooses CosmoCall Universe to power pharmaceutical consultation services for consumers.
Speech Technology Digest, Posted 08 Dec 2010

InContact Gains Momentum in the Healthcare Industry

Cloud-based call center solutions provider adds three new healthcare companies to its growing list of satisfied customers.
Speech Technology Digest, Posted 29 Nov 2010

Interactions Receives PCI Validation

Interactions, a provider of customer care technology for automated voice platforms and other interactive systems, has been validated compliant with the Payment Card Industry Data Security Standard.
Speech Technology Digest, Posted 29 Nov 2010

Verba Call Recording Certified as Cisco Compatible

Verba Recording System 2010 fully supports Cisco Unified Communications Manager 8.0,
Speech Technology Digest, Posted 29 Nov 2010

Western & Southern Financial Reduces Operational Costs with Interactive Intelligence Communications Software

Financial services company deploys all-in-one IP communications software suite from Interactive Intelligence to support its 5,000 employees across 185 offices.
Speech Technology Digest, Posted 23 Nov 2010

RightNow Introduces Voice Experience ManagerListen to this article in TTS, powered by Loquendo

RightNow's new Voice Experience Manager and communications-enabled desktop for Cisco and Avaya deliver highly personalized, branded phone interactions.
Speech Technology News Features, Posted 19 Nov 2010

Interactions Hires New Sales EVP

Former Cognos VP of North American sales joins Interactions, leads corporate growth efforts.
Speech Technology Digest, Posted 18 Nov 2010

Interactive Intelligence Offers Support for Microsoft Lync Server 2010

Solution designed to streamline communications for contact center agents and business users.
Speech Technology Digest, Posted 18 Nov 2010

Five9 Announces Cloud Computing Platform for Call Centers, Version 2

New version of industry-first cloud computing platform for call centers includes additional APIs and advanced integration capabilities.
Speech Technology Digest, Posted 17 Nov 2010

OAISYS Call Recording Solution Rated Avaya-Compliant

Call recording and interaction management application is compatible with key Avaya contact center and IP telephony solutions.
Speech Technology Digest, Posted 16 Nov 2010

Five9 Releases Cloud-Based IVR with Speech Recognition

New self-service interactive voice response with speech recognition is available as a Five9 Virtual Call Center option or as a standalone solution for advanced voice self-service applications.
Speech Technology Digest, Posted 16 Nov 2010

CosmoCom and CSD Improving Communications for Deaf and Hearing Impaired

Upgraded call center infrastructure helps secure government contracts for the disabled.
Speech Technology Digest, Posted 16 Nov 2010

UTOPY Releases SpeechMiner 7.0Listen to this article in TTS, powered by Loquendo

Release coincides with two other new products: Intelligent QM and Intelligent Coaching.
Speech Technology News Features, Posted 12 Nov 2010

OAISYS Releases New Talkument and Tracer Solutions

New versions strengthen enterprise call recording performance with expanded scalability and increased cost efficiencies.
Speech Technology Digest, Posted 11 Nov 2010

Calabrio to Support Cisco's Media Capture Platform

Calabrio customers can now leverage new recording architecture for call recording, contact center quality management, and speech analytics applications.
Speech Technology Digest, Posted 11 Nov 2010

SoftSyl Technologies Releases VoiceXML Platform for Asterisk

SoftSyl's AsterUVX brings open-source telephony to enterprise level for small and midsize call centers.
Speech Technology Digest, Posted 08 Nov 2010

MicroAutomation Deploys Two IVRs for Washington Utility

Customer care and inspection scheduling applications fielded to assist customers without the aid of a call center agent.
Speech Technology Digest, Posted 03 Nov 2010

inContact Expands Cloud-Based Call Center Operations to Europe

The company continues global expansion with new London office, patent-pending voice gateway technology, new 1,300-seat European customer, and extended support for existing multinational customers.
Speech Technology Digest, Posted 03 Nov 2010

An Angel on the GoListen to this article in TTS, powered by Loquendo

The new Angel Mobile solution will be offered with the Angel 4 Platform.
Speech Technology News Features, Posted 01 Nov 2010

Avatars Meet the Challenge

A SpeechTEK Europe session showed the appeal of the technology.
Feature, Posted 01 Nov 2010

Saving Costs Vs. Saving the Customer

Companies need to balance cost savings with customer service when determining the success of a speech system.
Feature, Posted 01 Nov 2010

A Matter of Time

Has two years improved voice verification growth?
Voice Value, Posted 01 Nov 2010

Let's Make a Deal

A transitioning IVR market gives buyers negotiating power.
The Business Case, Posted 01 Nov 2010

CosmoCom Names New VP of Development

Avi Silber is expected to build on the growth and success of leading call center technology.
Speech Technology Digest, Posted 27 Oct 2010

New App Brings Social Media to Standard Voicemail

TTS and speech recognition combine with traditional voicemail platforms to make for a more interactive messaging experience.
Speech Technology News Features, Posted 26 Oct 2010

Professional Automation Services Hires Pronexus VBVoice

Pronexus' IVR toolkit will help PAS develop upgrades to its employee payroll application.
Speech Technology Digest, Posted 21 Oct 2010

CosmoCom Contact Center Technology Serves Israeli Municipalities

Israeli outsourcer Milgam uses Virtual Call Center to improve collections for utilities and local authorities.
Speech Technology Digest, Posted 19 Oct 2010

8x8 Partners With Polycom

The deal brings Polycom's IP telephony and unified communications solutions to 8x8 Virtual Office Hosted VoIP subscribers.
Speech Technology Digest, Posted 14 Oct 2010

The Sky's the Limit

Many business problems can be solved using cloud-hosted speech search and cloud-based storage technology.
Sponsored Guest Commentary, Posted 06 Oct 2010

OAISYS Enhances Talkument and Tracer Solutions

Call recording software delivers public safety, SIP recording enhancements.
Speech Technology Digest, Posted 06 Oct 2010

FurstPerson Releases Interactive Hiring SimulationListen to this article in TTS, powered by Loquendo

CC Audition Talk & Note helps contact centers meet hiring challenges by using speech to screen job applicants.
Speech Technology News Features, Posted 05 Oct 2010

Verint Extends Customer Interaction Analytics Portfolio with Sentiment and Text Analytics Software

Customers will benefit from a unified, multichannel view of customer experiences and behaviors.
Speech Technology News Features, Posted 29 Sep 2010

Nexidia Introduces Managed Analytic Services

New professional service offering helps companies achieve maximum operational benefits of speech analytics.
Speech Technology Digest, Posted 28 Sep 2010

Convergys Channel Partner IP Integration Wins NHS Professionals Contract

Convergys voice solutions will be installed at the hospital trust.
Speech Technology Digest, Posted 23 Sep 2010

inContact Expands Cloud-Based Call Center Portfolio

The product includes new predictive dialer, quality monitoring, and screen recording solutions.
Speech Technology Digest, Posted 21 Sep 2010

CyberTech and Nexidia Forge Global Partnership

CyberTech's recording solutions integrate with Nexidia's speech analytics to bring the power of multilingual phonetic search to the global marketplace.
Speech Technology Digest, Posted 21 Sep 2010

Dialogic IMG 1010 Integrated Media Gateway Rated “Avaya Compliant”

IMG 1010 Gateway receives DevConnect Certification with key Avaya Voice Portal and Avaya Aura SIP solutions.
Speech Technology Digest, Posted 20 Sep 2010

Syntellect Launches Communications Portal 8.0

The latest release of Syntellect Communications Portal improves critical business reporting capabilities and brings integration with Syntellect CIM.
Speech Technology Digest, Posted 16 Sep 2010

Free Call Recording Added to Virtual PBX Business Phone Systems

New feature gives small and midsize businesses an effective tool for improving performance.
Speech Technology Digest, Posted 15 Sep 2010

ClickFox Teams with Next IT for New Avatar OfferingListen to this article in TTS, powered by Loquendo

The companies join forces in hopes of improving the customer experience.
Speech Technology News Features, Posted 13 Sep 2010

Five9 Achieves Annual Run-Rate Exceeding One Billion Calls Processed

Provider of on-demand call center software now processes more than 90 million telephone calls per month.
Speech Technology Digest, Posted 09 Sep 2010

Ifbyphone Offers a 3.2 Version of Its Customer Interaction Software

The company hopes to serve more midmarket customers.
Speech Technology News Features, Posted 08 Sep 2010

Verint Systems Granted U.S. Patent on Call Center IP Recording

Company's Impact 360 recording software supports global customers in compliance, sales verification, and quality.
Speech Technology Digest, Posted 08 Sep 2010

TCN Releases SoftPhone for Call Centers

TCN's offers a full Virtual Call Center suite of products without the need to purchase a phone or engage a telco provider
Speech Technology Digest, Posted 02 Sep 2010

Ifbyphone Provides New Call Tracking Capabilities

New SourceTrak suite of solutions includes call routing, call recording, voice dialogues, and more.
Speech Technology Digest, Posted 01 Sep 2010

Author Urges Attendees to Design Speech Apps with Feeling

Journalist Emily Yellin's opening keynote brought home the need to consider users when designing an IVR.
FYI, Posted 01 Sep 2010

Coming into Focus

Companies are starting to realize what focus groups can provide, how to make the most of their feedback, and why the future of IVR design could depend on what they say.
Feature, Posted 01 Sep 2010

CallMiner Receives PCI Certification and Introduces Data Redaction Functionality

CallMiner Eureka helps organizations secure customer and agent interactions with new enhanced security for transcription and audio playback.
Speech Technology Digest, Posted 27 Aug 2010

CSI Partners with Aurix to Integrate Speech Analytics Technologies with Quality Monitoring Solution

The integrated solution offers CSI customers the ability to enhance their quality monitoring processes with phonetic speech analytics features such as automatic call scoring and automatic call tagging.
Speech Technology Digest, Posted 24 Aug 2010

Zeacom Releases New Unified Communications Solution

New functionality includes chat, virtual assistant, contact center snapshot, and greater integration with Microsoft Office and Exchange Server products.
Speech Technology Digest, Posted 18 Aug 2010

Chrysalis Software Launches Outbound Notification Service for Contact Centers

The solution can deliver a comprehensive multimedia service via phone, text message, email and Twitter.
Speech Technology Digest, Posted 17 Aug 2010

Speech Labs Become AstuteListen to this article in TTS, powered by Loquendo

Acquisition leads Astute to leverage new search capabilities with its existing system.
Speech Technology News Features, Posted 12 Aug 2010

Ringio Completes Public Beta of Its Rich Calling Service

The company launches advanced call-treatment and routing features to host or augment users' PBXs.
Speech Technology Digest, Posted 05 Aug 2010

Pronexus Launches IVR Solutions Locator

The solution lets businesses find prebuilt IVR applications developed with Pronexus' VB Voice.
Speech Technology Digest, Posted 04 Aug 2010

HRRG Chooses UTOPY’s Speech Analytics

This rapid deployment extends UTOPY's reach into the healthcare industry.
Speech Technology Digest, Posted 29 Jul 2010

Verint Systems Receives U.S. Patent Covering Recording as a Network Service

The new patent validates the company as an innovator in network recording and offers global customers a reliable and secure solution.
Speech Technology Digest, Posted 29 Jul 2010

OAISYS Releases New Versions of Talkument and Tracer

Version 6.2 of dictation and call recording solutions provide public safety updates and improved SIP Trunk integration.
Speech Technology Digest, Posted 28 Jul 2010

Nuance Releases New On Demand Insight for Nuance On Demand Customers

Web-based analytics and reporting tool provides actionable insights in the contact center.
Speech Technology Digest, Posted 27 Jul 2010

Nuance Releases SpeechAttendant V11

Speech-driven automated attendant solution transforms corporate directories into productivity tools.
Speech Technology Digest, Posted 22 Jul 2010

Avaya Launches Next-Generation Customer Service and Collaboration Applications

Avaya Aura Communications Platform powers new applications and redefines the economics of real-time businesses communications and collaboration.
Speech Technology News Features, Posted 20 Jul 2010

Advance in Customer Care Technology Introduced by Interactions

New management team and customer deployment announced.
Speech Technology Digest, Posted 20 Jul 2010

CenturiSoft Joins Sangoma Global Partner Program

Centuri Messenger application to be integrated with NetBorder Express.
Speech Technology Digest, Posted 19 Jul 2010

West Interactive Partners with MarketTools to Improve Contact Center ResultsListen to this article in TTS, powered by Loquendo

The companies will focus on West's Insight Customer Intelligence solution.
Speech Technology News Features, Posted 14 Jul 2010

St. John's Hospital Selects Amcom's Smartphone Messaging Solution

Integration to existing hospital contact center applications, such as operator consoles and Web-based on-call scheduling, is expected to improve staff messaging facilitywide.
Speech Technology Digest, Posted 14 Jul 2010

NEC Adds Advanced Unified Messaging with Speech Recognition

NEC gives employees a personal assistant and access to speech recognition applications for on-the-go messaging.
Speech Technology Digest, Posted 08 Jul 2010

LiveVox Automates Voicemail Compliance on Manual and Preview Calls

Voicemail management tool keeps agents focused on consumer interactions and ensures compliant messages on all calls.
Speech Technology Digest, Posted 08 Jul 2010

IVR Technology Group Expands Services to Include SMS/Text Messaging

Along with expanding its hosted interactive solutions, the company launches new mobile marketing Web site.
Speech Technology Digest, Posted 07 Jul 2010

West Chooses Anakam to Improve Security

The deployment will allow for a third level of authentication in the West at Home Service.
Speech Technology News Features, Posted 30 Jun 2010

U.K. Borough Council Implementing Impact 360 Workforce Optimization

Sandwell Metropolitan Borough Council will use next-generation workforce optimization solution from Verint Witness Actionable Solutions to help transform customer service across three citizen contact centers.
Speech Technology Digest, Posted 30 Jun 2010

HP and Avaya Collaborate to Advance UC Solutions

The two firms bring solutions together in one suite for enterprise customers.
Speech Technology News Features, Posted 29 Jun 2010

Qwest Partners with Angel.com to Provide Cloud-Based IVR Services

IQ OnDemand application also interfaces with CRM systems.
Speech Technology News Features, Posted 28 Jun 2010

Newfound Communications Signs Reseller Agreement

UTDi is the latest reseller to sign with call center solutions provider.
Speech Technology Digest, Posted 22 Jun 2010

Plum Voice Releases QuickFuse, a Cloud-Based Platform to Create Voice Applications

QuickFuse eliminates the need for coding, creating a truly accessible voice application solution.
Speech Technology Digest, Posted 22 Jun 2010

Nuance Will Now Provide Mobile Care for Android OSListen to this article in TTS, powered by Loquendo

Services can be accessed without calling a call center agent.
Speech Technology News Features, Posted 17 Jun 2010

Salmat Partners with ProtoCall One to Deliver Intelligent Speech Recognition, Verification, and Self-Service Solutions

New partnership expands options for Genesys customers in the United Kingdom.
Speech Technology Digest, Posted 15 Jun 2010

Ovum: Investment in Speech Analytics in Call Centers Set to DoubleListen to this article in TTS, powered by Loquendo

Global call center spending on speech analytics is set to grow from around $95 million in 2009 to $180 million by 2014.
Speech Technology News Features, Posted 15 Jun 2010

LiveVox Announces Patient Self-Service IVR as Part of Healthcare Revenue Management Suite

On-demand delivery of self-pay solutions addresses concerns about changing regulatory and economic landscape.
Speech Technology Digest, Posted 15 Jun 2010

The Elements of Tuning

Listening to what your callers and applications are telling you makes all the difference.
Sponsored Guest Commentary, Posted 14 Jun 2010

NICE Acquires EglueListen to this article in TTS, powered by Loquendo

By combining services, both companies expect to optimize customer service.
Speech Technology News Features, Posted 10 Jun 2010

IVR Technology Group Announces iSurvey

iSurvey is designed to allow quick start up and instant result posting for both small and large applications.
Speech Technology Digest, Posted 10 Jun 2010

Smart Recorder 2.1 Released for the iPad and iPhone

Version 2.1 of Smart Recorder productivity app features iPad support, Facebook/Twitter posting, and improved Box.net support.
Speech Technology Digest, Posted 08 Jun 2010

Convergys Adds to Decisioning Tool

New version of Convergys solution dramatically enhances every customer service interaction
Speech Technology Digest, Posted 08 Jun 2010

Artingence Uses Voxeo's Platform to Improve IVRListen to this article in TTS, powered by Loquendo

The virtual agent provider hopes to reduce costs and management overhead by partnering with Voxeo.
Speech Technology News Features, Posted 28 May 2010

Ringio Integrates Rich Calling Service with Google Contacts, Gmail

A Google record of contact data pops to the desktop or mobile screen when contacts call.
Speech Technology Digest, Posted 27 May 2010

Nuance Earns VoiceXML Forum Certification

Nuance is one of the first to achieve VoiceXML 2.1 compliance.
Speech Technology Digest, Posted 26 May 2010

Verint Delivers New Integrations with Motorola for Advanced Recording

Company successfully completes testing with Motorola's Dimetra platform.
Speech Technology Digest, Posted 26 May 2010

Newfound Communications Inks Reseller Partnership with Merrill & Associates

The deal will deliver call recording and emergency response solutions to a wider breadth of customers.
Speech Technology Digest, Posted 24 May 2010

CallCopy Receives ShoreTel Customer Proven Certification

Call recording vendor recognized for its successful work with ShoreTel customers and platform.
Speech Technology Digest, Posted 20 May 2010

BT Business Adopts Nuance Speech Recognition

Nuance solutions are expected to make it easier for customers to do business with BT and to drive efficiencies.
Speech Technology Digest, Posted 19 May 2010

CallMiner and Leap Analytix Announce New Managed Speech Analytics Services Offering

New offering integrates business intelligence from the voice of the customer providing enterprise-rich insights across multiple data points.
Speech Technology Digest, Posted 19 May 2010

Interactive Intelligence Enhances Communications-as-a-Service OfferingListen to this article in TTS, powered by Loquendo

Company adds Web portal, workforce management, and agentless dialing applications to more effectively address rapidly growing hosted business.
Speech Technology News Features, Posted 18 May 2010

Newfound Communications and AdvanTel Networks Form Strategic Reseller Partnership

Partnership with AdvanTel Networks expands Newfound's product reach into the West and Pacific Northwest regions of the U.S.
Speech Technology Digest, Posted 17 May 2010

West to Acquire Holly ConnectsListen to this article in TTS, powered by Loquendo

The purchase aims to create a single source for premium hosted and on-premises IVR deployment options.
Speech Technology News Features, Posted 14 May 2010

Amcom Software’s MediaSTAR Receives Department of Defense Accreditation

MediaSTAR helps contact centers improve the quality of caller service by recording all calls and continually evaluating operator performance to detect training needs
Speech Technology Digest, Posted 13 May 2010

Loquendo Speech Technologies Certified Interoperable with Huawei Voice Platform

Loquendo's MRCP Server is interoperable with the UAP 8100 platform from telecommunications provider Huawei.
Speech Technology Digest, Posted 13 May 2010

Ness Technologies Wins IVR Contract with Bank Discount

Israeli bank selects an IVR system based on the Genesys Voice Platform.
Speech Technology Digest, Posted 10 May 2010

SpeechCycle Launches Rich Phone Application PlatformListen to this article in TTS, powered by Loquendo

Contact center solution enables multichannel customer interactions with consistent end-to-end user experience.
Speech Technology News Features, Posted 06 May 2010

Aurix and CallCopy Partner to Enhance Speech Recognition Offering

Partnership brings CallCopy customers a built-in phonetic speech search capability.
Speech Technology Digest, Posted 06 May 2010

Convergys Lights Up the Smart Grid with Smart Solutions

New billing and customer care solutions are available for the energy and utility markets.
Speech Technology Digest, Posted 04 May 2010

Sangoma Unveils Voice Transcoding Card

New D100 Card delivers up to 480 channels of voice transcoding, offering an alternative to software-based solutions.
Speech Technology Digest, Posted 04 May 2010

Gartner Rebuilds Its Magic Quadrant for Contact Center Infrastructure

Avaya now holds nearly half of the total market share.
FYI, Posted 03 May 2010

Delivering the Intangibles

A call recording and monitoring solution brings out the best in agents and managers.
Deployments, Posted 03 May 2010

Getting to an SIV Module for VoiceXML

The draft standard is out there; now let's provide the feedback.
Forward Thinking, Posted 03 May 2010

Hey, You Kids! Get Off My Lawn!

Discussions of CCXML lead to a battle of the ages.
Industry View, Posted 03 May 2010

Should You Shore Up Your Resources Through Offshoring?

Some job titles are better outsourced overseas than others.
Inside Outsourcing, Posted 03 May 2010

NASCAR Races to Deploy SpeechListen to this article in TTS, powered by Loquendo

NASCAR fans get a single toll-free, self-service number for tickets and race information.
Speech Technology News Features, Posted 29 Apr 2010

UTOPY Unveils New Solutions to Maximize Customer Satisfaction and RetentionListen to this article in TTS, powered by Loquendo

Built atop UTOPY's speech analytics platform, UTOPY Customer Satisfaction and UTOPY Customer Retention deliver insights into the customer experience.
Speech Technology News Features, Posted 28 Apr 2010

LiveVox Announces 100 Percent Call Recording with Dynamic Retrieval

Numerous search options and stereo recording for speech analytics are being offered at no additional cost.
Speech Technology Digest, Posted 28 Apr 2010

CallCopy Strikes Up a Deal in New Zealand

CallCopy and Connector Systems partner to bring workforce optimization solution to New Zealand; deal extends CallCopy's channel program.
Speech Technology Digest, Posted 28 Apr 2010

Newfound Launches Free 48-Port Version of Its Call RecorderListen to this article in TTS, powered by Loquendo

New IP Call Recorder 2.0 is now available for immediate download,
Speech Technology News Features, Posted 27 Apr 2010

Speech Recognition Capabilities Added to the DiaStar Server

Dialogic and LumenVox team up to bring the LumenVox ASR solution to Asterisk developers building voice and video applications with the DiaStar Server.
Speech Technology Digest, Posted 21 Apr 2010

OAISYS Adds to Talkument and Tracer Call Recording Software

Enhancements include SIP trunk recording, speech analytics, on-demand licensing, and multilanguage support.
Speech Technology Digest, Posted 21 Apr 2010

Pharmacists Mutual Insurance Selects IP Communications System from Interactive Intelligence

Company selects all-in-one IP communications software suite for its flexibility, rich feature-set and ease-of-use.
Speech Technology Digest, Posted 19 Apr 2010

Nexidia and Ydilo Ink International Alliance Agreement

Ydilo joins forces with Nexidia to bring speech analytics capabilities to the Iberian and Latin American markets.
Speech Technology Digest, Posted 19 Apr 2010

Ringio Launches New Cloud-Based Rich Calling Service for SMBs

The solution integrates CRM and intelligent routing to give users a history of interactions with callers.
Speech Technology Digest, Posted 19 Apr 2010

CSC Launches Unified Communications as a ServiceListen to this article in TTS, powered by Loquendo

Cisco's Collaboration Portfolio provides turnkey managed service for global enterprises.
Speech Technology News Features, Posted 16 Apr 2010

Amcom Software Solutions Now Rated “Avaya Compliant”

The company's unified communications applications are compatible with Avaya Aura Application Enablement Services.
Speech Technology Digest, Posted 14 Apr 2010

Powerful SIP Stack, HMP Elements, Now Featured in Voice Elements Platform

VoIP-based automated telephone apps can be quickly deployed using Microsoft .NET languages.
Speech Technology Digest, Posted 14 Apr 2010

New Genesys 8 Software Suite LaunchesListen to this article in TTS, powered by Loquendo

New customer service suite includes all the tools to manage customer conversations across channels and time.
Speech Technology News Features, Posted 14 Apr 2010

CosmoCom Powers UK Hosted Contact Center Offering from VanillaIP

The U.K. VoIP service provider expands offerings for customers and channel partners.
Speech Technology Digest, Posted 14 Apr 2010

Sangoma NetBorder Call Analyzer 2.0 Now AvailableListen to this article in TTS, powered by Loquendo

New release of Call Progress Analysis engine improves outbound call accuracy and facilitates international deployments.
Speech Technology News Features, Posted 13 Apr 2010

Ifbyphone Launches Voice-To-Text Transcription

Multiple transcription options offer flexibility in quality, price, and functionality.
Speech Technology Digest, Posted 13 Apr 2010

ClickFox Launches Customer Experience Industry Research

Rooted in analytics engine of 240 million monthly customer interactions, industry research pinpoints customer behavior trends and best practices.
Speech Technology Digest, Posted 13 Apr 2010

Huawei Partners with PerSay for Voice Biometrics

Alliance significantly increases PerSay's ability to deliver its voice biometrics products globally.
Speech Technology Digest, Posted 07 Apr 2010

Chordiant Enhances Outbound Communication Across Customer Experience Solutions

New addition to the Cx Solutions Suite enables more personalized customer engagements to multiply customer lifetime value.
Speech Technology Digest, Posted 07 Apr 2010

IVR Technology Group Announces iCAN Services

iCAN is a feature-rich, streamlined approach to automated telephony services that allows clients to set up applications with little or no set up fees and quick turnaround.
Speech Technology Digest, Posted 06 Apr 2010

Angel.com Merges Business Intelligence with IVR TechnologiesListen to this article in TTS, powered by Loquendo

New Caller First Analytics provides call data and application performance reporting to improve customer experiences and business results.
Speech Technology News Features, Posted 05 Apr 2010

Virtual Hold Technology and MAC Source Communications Partner

The deal extends the availability of virtual queuing solutions.
Speech Technology Digest, Posted 30 Mar 2010

UTOPY Announces Three New Powerful SolutionsListen to this article in TTS, powered by Loquendo

First Call Resolution, Handle Time Optimization, and Call Volume Reduction harness the power of UTOPY's speech analytics platform.
Speech Technology News Features, Posted 17 Mar 2010

Cloudvox Boosts Platform With New Options

Pay-as-you-go pricing, worldwide phone numbers, and conference call API round out the offerings.
Speech Technology Digest, Posted 17 Mar 2010

Convergys Forms Alliance with MicroAutomation

Partnership will deliver relationship management solutions to customer-intensive entities to drive superior customer experience.
Speech Technology Digest, Posted 17 Mar 2010

CosmoCom Powers Cloud-Based Contact Center Offering from Ukraine/Russian Systems Integrator

Sunflower Communications tolls out premier hosted contact center services in former Soviet republics.
Speech Technology Digest, Posted 17 Mar 2010

Plum Voice Partners with Tyler Technologies to Provide Its VoiceXML IVR Platform

Plum Voice's IVR technology will enhance the account management functionality of Tyler's citizen-facing application designed for local governments and municipalities.
Speech Technology Digest, Posted 16 Mar 2010

OAISYS Introduces SIP Trunk Integration and Speech Analytics Capabilities for Talkument and Tracer Call Recording Solutions

Latest enhancements to Talkument and Tracer solutions help drive cost savings and improve contact center performance
Speech Technology Digest, Posted 16 Mar 2010

Convergys Forms Alliance with Sonda in Mexico

The alliance will provide customer experience-enhancing relationship management solutions to the Mexican market.
Speech Technology Digest, Posted 09 Mar 2010

Market Spotlight: Nonprofits

Low-cost solutions could make a contribution.
FYI, Posted 08 Mar 2010

This Call Center Solution Delivers

Interactive Intelligence's CIC 3.0 is making it easier for Pizza Pizza to bring tens of millions of orders to customers across Canada.
Deployments, Posted 08 Mar 2010

The Modality of Last Resort

Consider the IVR avoiders as well as the supporters.
Interact, Posted 08 Mar 2010

Speech Needs to Get Personal

Caller data is needed to make personalization perfect.
Inside Outsourcing, Posted 08 Mar 2010

Voice Self-Service Is Essential for Achieving Goals

But companies and IT have different ideas about using the technology.
The Business Case, Posted 05 Mar 2010

Grammatically Speaking

Setting the standard for determining what a caller wants
Forward Thinking, Posted 05 Mar 2010

Newfound Communications Launches New VXML Dialer 3.0

Solution is capable of supporting millions of outbound calls per day.
Speech Technology Digest, Posted 02 Mar 2010

Loquendo Speech Technologies Certified Interoperable with Genesys Voice Platform 8

The speech vendor also has joined Microsoft's Windows Embedded Partners Program.
Speech Technology Digest, Posted 02 Mar 2010

CallFire Releases Hosted IVR

Offering includes TTS, call recording, call routing, and a virtual receptionist.
Speech Technology Digest, Posted 02 Mar 2010

UTOPY Releases Speech Analytics Solutions for Sales Conversions and Revenue Collections

UTOPY Sales Improvement and UTOPY Collections Optimization Promise to increase revenue and enhance the customer experience Simultaneously
Speech Technology Digest, Posted 24 Feb 2010

Loquendo Technology Available for Asterisk Development

I6NET makes Loquendo technology available for Asterisk platforms through VXI* VoiceXML browser connector.
Speech Technology Digest, Posted 24 Feb 2010

OAISYS Expands Globally with U.K. Office Opening

Call recording solutions provider is now accepting applications for U.K. telecom resellers.
Speech Technology Digest, Posted 18 Feb 2010

Convergys Launches Intervoice Voice Portal 6.5

New IVP version promises to deliver intelligent self-service and multimodal, visual IVR support.
Speech Technology Digest, Posted 17 Feb 2010

Social Media Meets Speech Analytics

Understanding customer behavior is important no matter the medium of choice.
Sponsored Guest Commentary, Posted 16 Feb 2010

Juma, Nectar Announce Alliance for Cloud-Based Speech Self-Service

Nectar expands SaaS offerings with Tellme partnership.
Speech Technology Digest, Posted 16 Feb 2010

Nuance and WorldManuals Partner on Mobile Customer Care Solution

Nuance Mobile Care extends self-service capabilities through partnership.
Speech Technology Digest, Posted 16 Feb 2010

Voxeo and Telenet Partner to Deliver Contact Center Solutions

Telenet contact center solutions are immediately available as on-premises software or hosted software as a service using Voxeo's Prophecy and VoiceObjects platforms.
Speech Technology Digest, Posted 10 Feb 2010

Nexidia and HyperQuality Partner for a More Powerful Customer Intelligence SolutionListen to this article in TTS, powered by Loquendo

Technologies and services combined to allow for a deeper analysis of call center interactions.
Speech Technology News Features, Posted 29 Jan 2010

PM3 Selects Voxeo as Platform For Global, Multichannel Messaging

Voxeo partners with UK-based PM3 to drive adoption rate of multichannel self-service solutions.
Speech Technology Digest, Posted 27 Jan 2010

Ifbyphone Acquires Cloudvox

Deal lets enterprises of all sizes build portable, Asterisk-based applications.
Speech Technology Digest, Posted 20 Jan 2010

Internet Brands Selects Five9 to Drive Customer Service

Web site operator's customer service operation based on Five9 On-Demand Call Center Software supports CarsDirect.com and other automotive consumer research sites.
Speech Technology Digest, Posted 19 Jan 2010

IQ Services Names New President and CTO

Russ Zilles is named president & COO; Mike Burke named CTO.
Speech Technology Digest, Posted 19 Jan 2010

TelStar Gets New Private Equity Support

TelStar Hosted Solutions announces new ownership and prepares for growth.
Speech Technology Digest, Posted 15 Jan 2010

Study Finds Consumers Want Increased Automation in the Contact CenterListen to this article in TTS, powered by Loquendo

83% of consumers attribute some part of a bad customer service experience to live agent interactions.
Speech Technology News Features, Posted 15 Jan 2010

Trendspotting

Pimp my IVR through personalization.
FYI, Posted 10 Jan 2010

Speech Analytics Expected to Continue Rapid Growth

DMG's 2009-2010 Speech Analytics Market Report predicts increases through 2013.
FYI, Posted 10 Jan 2010

Call Centers Violate PCI Standards

Ninety-seven percent still retain credit card information in call recordings.
FYI, Posted 10 Jan 2010

A Delivery Service Configures Its Way to Savings

Outbound IVR saves Go Configure $70,000 in its first year.
Deployments, Posted 10 Jan 2010

Opening the Kimono

Lessons learned from some past speech deployment mistakes.
Interact, Posted 10 Jan 2010

Is Your Self-Service Millennial-Friendly?

The new generation requires a new form of personalization.
Inside Outsourcing, Posted 10 Jan 2010

Cbeyond Launches Cloud-Based Virtual ReceptionistListen to this article in TTS, powered by Loquendo

The service offers call answering, call routing, voicemail integration, company directory, and more.
Speech Technology News Features, Posted 18 Dec 2009

Voxeo Partners with ICR to Provide Automated Multichannel Customer Interaction

UK customers can now add SMS, IM, and mobile Web to existing voice and IVR applications.
Speech Technology Digest, Posted 15 Dec 2009

Zeacom Introduces Record & Evaluate Module for UC and Contact Center Platform

Organizations can measure agent performance and ensure regulatory compliance, exceptional customer service and support.
Speech Technology Digest, Posted 08 Dec 2009

Altitude Software and Digium Partner

Joint venture will deliver advanced contact center applications suite over IP communications platform.
Speech Technology Digest, Posted 01 Dec 2009

UTOPY Partners with Polaris Vanguard

Company will resell, implement, and support Utopy solutions in the Philippines.
Speech Technology Digest, Posted 24 Nov 2009

Nexidia and Semafone Partner

Deal seeks to combat fraud and identity theft in the contact center.
Speech Technology Digest, Posted 23 Nov 2009

Interactive Intelligence Releases SIP StationListen to this article in TTS, powered by Loquendo

New communications device offers an affordable, simple alternative to IP desk phones.
Speech Technology News Features, Posted 16 Nov 2009

Nexidia and Merced Partner to Enhance Contact Center Agent Performance

Speech analytics firm teams with performance management expert for agent-level improvement.
Speech Technology Digest, Posted 09 Nov 2009

Ifbyphone Releases Version 3.1 with More Customized ToolsListen to this article in TTS, powered by Loquendo

New features include robust reporting, reseller portal, and API advances.
Speech Technology News Features, Posted 20 Oct 2009

Verint Upgrades Speech Analytics for Public SafetyListen to this article in TTS, powered by Loquendo

New product lets 9-1-1 call centers mine recorded calls, spot trends quicker.
Speech Technology News Features, Posted 09 Oct 2009

LiveVox Call Recording Suite Upgraded to Record Manual Calls

Hosted dialer's ability to record all outbound and inbound calls eliminates the need for third-party recording packages.
Speech Technology Digest, Posted 08 Oct 2009

SpeechTEK Europe Conference and Exhibition will be April 28-29, 2010 in London

SpeechTEK's first ever European event
Speech Technology Digest, Posted 28 Aug 2009

UTOPY Releases SpeechMiner 6.0 and OutPerform 6.0

New targeted coaching application is powered by the Web 2.0 Speech Analytics platform.
Speech Technology Digest, Posted 30 Jul 2009

Evolv On-Demand Selects Voxeo To Transform Call Center

Evolv joins tens of thousands of Voxeo customers realizing cost savings with flexible, automated voice applications.
Speech Technology Digest, Posted 03 Jun 2009

Ifbyphone SIPs from the Font of Lower PricesListen to this article in TTS, powered by Loquendo

The company promises carriers more for less with a new sales model.
Speech Technology News Features, Posted 20 Apr 2009

Safeguarding Your Voice Infrastructure

Breaking into your customer-service operation may be easier than you think, but it doesn't have to be.
Sponsored Guest Commentary, Posted 20 Apr 2009

Who Mobile Cares? MetroPCS and Nuance DoListen to this article in TTS, powered by Loquendo

Nuance will be providing MetroPCS with its on-device self-service solution.
Speech Technology News Features, Posted 08 Apr 2009

Analyze This, with TelStratListen to this article in TTS, powered by Loquendo

TelStrat launches a speech analytics component for its call center solution.
Speech Technology News Features, Posted 02 Apr 2009

Nortel Releases Enterprise Contact Center Solutions

Business processes blend with communications to boost revenue, decrease costs, and enhance customer satisfaction.
Speech Technology Digest, Posted 27 Mar 2009

Loquendo and ConverTec Partner on Speech Apps

Virtual Attendant and Virtual Assistant will rely on Loquendo speech engines.
Speech Technology Digest, Posted 27 Mar 2009

Cc:Voice Looks to Lock in More Customers with New Compliance RegulationsListen to this article in TTS, powered by Loquendo

CallCopy addresses MIPAA compliance issues with new update.
Speech Technology News Features, Posted 26 Mar 2009

David Rennyson Named New President and COO of Angel.comListen to this article in TTS, powered by Loquendo

His ascension follows the resignation of former president Michael Zirngibl.
Speech Technology News Features, Posted 23 Mar 2009

TuVox Offers New Deal for Speech Application OwnershipListen to this article in TTS, powered by Loquendo

An accelerated ROI program aims to help companies invest in speech during tough economic times.
Speech Technology News Features, Posted 18 Mar 2009

Message Technologies Launches MTI Natural ChatListen to this article in TTS, powered by Loquendo

The company says the offering eliminates entry barriers for natural language IVR applications because developers no longer have to build complex grammars and create back-end artificial intelligence.
Speech Technology News Features, Posted 12 Mar 2009

Make Mine a Large with Extra Speech TechnologyListen to this article in TTS, powered by Loquendo

800 PBX launches new IVR solution aimed at automating local pizzerias.
Speech Technology News Features, Posted 12 Mar 2009

Voice Search Technology Fills the Future of Contact Centers with ChallengesListen to this article in TTS, powered by Loquendo

Speech experts debate the future of contact centers as Voice Search 2009 draws to a close.
Speech Technology News Features, Posted 05 Mar 2009

Market for Speech Analytics Still Growing, Says VerintListen to this article in TTS, powered by Loquendo

Despite the troubled economy, interest in analytics is significant and increasing as companies look to ramp up customer service.
Speech Technology News Features, Posted 26 Feb 2009

Interactive Digital and IQ Services Announce Partnership

Interactive Digital and IQ Services today announced a new partnership to provide fully integrated, end-to-end trial services for Adaptive Audio.
Speech Technology Digest, Posted 17 Feb 2009

NICE Gains Romania’s Leading Telco as New Customer

Romtelecom integrates NICE SmartCenter solutions for improved customer service levels and operational efficiency in contact centers.
Speech Technology Digest, Posted 17 Feb 2009

Trio of Tech Firms Go Natural with a More Human InterfaceListen to this article in TTS, powered by Loquendo

Three tech firms team up to build a lifelike, natural language-based digital assistant.
Speech Technology News Features, Posted 09 Feb 2009

Ydilo Launches ASR System for Call Centers

The Ydilo Speech Assistant solution optimizes existing IVR systems to offer greater customer satisfaction and improved cost efficiencies.
Speech Technology Digest, Posted 05 Feb 2009

Interactive Intelligence Introduces Packaged, Fixed-Price Services

New packages are designed to improve service consistency and quality, reduce deployment time, and provide "no-surprises" pricing structure.
Speech Technology Digest, Posted 05 Feb 2009

Digium Defines Web-Aware Unified Communications with New Version of Switchvox IP PBX

Switchvox SMB 4.0 adds new UC features to the powerful Web integration capabilities of this small and midsize business phone system.
Speech Technology Digest, Posted 03 Feb 2009

Interactive Intelligence Releases Communications System Monitoring Product

Interaction Monitor helps contact centers and enterprises improve operational efficiencies and increase reliability.
Speech Technology Digest, Posted 03 Feb 2009

Agilysys Chooses Vangard MVP to Voice-Power NextVision Retail Suite

New voice-optimized data entry, application function commands and navigation now available.
Speech Technology Digest, Posted 02 Feb 2009

Angel.com Phone-Enables SugarCRM with Hosted IVRListen to this article in TTS, powered by Loquendo

With Angel.com's SugarCRM Connector Solutions Suite, SugarCRM users can access, collect, and update customer information via the phone.
Speech Technology News Features, Posted 02 Feb 2009

Voxeo Pumps Up VoiceObjects with Release of Version 7.4Listen to this article in TTS, powered by Loquendo

Recently, VoiceObjects announced the release of VoiceObjects 7.4, the latest version of the 7.0 suite that first launched in the spring of 2007.
Speech Technology News Features, Posted 29 Jan 2009

Digium and Braxtel Enter Software Partnership

Braxtel's new open source Contact Q contact center solution builds on Digium's Asterisk telephony platform.
Speech Technology Digest, Posted 29 Jan 2009

SpeechCycle Launches Platform-as-a-Service ModelListen to this article in TTS, powered by Loquendo

RPA OnDemand is a unified platform providing services for the composition, enterprise integration, on-demand delivery, and performance measurement of rich phone applications.
Speech Technology News Features, Posted 28 Jan 2009

Contact Centers on the Verge of an IP Telephony Revolution?Listen to this article in TTS, powered by Loquendo

Penetration for Internet Protocol telephony went from 14 percent in 2007 to 20 percent—but 43 percent of respondents plan to take the plunge in the next two years.
Speech Technology News Features, Posted 22 Jan 2009

Eureka! Finds a New PartnerListen to this article in TTS, powered by Loquendo

VAR to resell CallMiner solution as part of a package with other contact center technologies from Verint.
Speech Technology News Features, Posted 22 Jan 2009

Five9's Cloud Computing Comes to Call Centers

On-demand call center software vendor announces general availability of its new software release.
Speech Technology Digest, Posted 20 Jan 2009

CallMiner and BusComm Announce Reseller Agreement

Speech analytics product to be integrated with digital voice and management systems.
Speech Technology Digest, Posted 16 Jan 2009

TouchLogic Selects Payment Vision to Augment Its Voice Messaging Solution

Users of TouchLogic's solutions can offer electronic payment options during automated voice messaging campaigns.
Speech Technology Digest, Posted 13 Jan 2009

Start-Up SmartAction Starts with IVR Release

Company adds artificial intelligence to intelligent IVR applications.
Speech Technology Digest, Posted 12 Jan 2009

Telrex Offers Pay-As-You-Go AnalyticsListen to this article in TTS, powered by Loquendo

Company's new service gives business intelligence without the high price tag.
Speech Technology News Features, Posted 12 Jan 2009

PSC Launches Automated Patient Communication SolutionsListen to this article in TTS, powered by Loquendo

CALLERExpress provides on-demand voice applications for healthcare providers and their patients.
Speech Technology News Features, Posted 07 Jan 2009

Forensic Call Search Service LaunchesListen to this article in TTS, powered by Loquendo

Iocallfinder recognizes and indexes recorded conversations, allowing for call categorization and forensic searching based on spoken content.
Speech Technology News Features, Posted 06 Jan 2009

MicroAutomation Expands Support Services for Customers

New service lets customers enter and track service issues online.
Speech Technology Digest, Posted 26 Dec 2008

New Sales Director Named at MicroAutomation

Pat Mustico joins the staff at the systems integrator of call center automation solutions.
Speech Technology Digest, Posted 26 Dec 2008

How the West Was Won, by PerSayListen to this article in TTS, powered by Loquendo

West Interactive partners with voice security firm to add hosted voice biometrics to its outsourced solutions set.
Speech Technology News Features, Posted 18 Dec 2008

VCG Launches Biometric Payments System

New service offers biometrically authorized payments via phone.
Speech Technology News Features, Posted 16 Dec 2008

Russian Telecom to Enhance NICE Systems Implementation

VimpelCom to leverage NICE Systems for improving business performance in VoIP contact centers.
Speech Technology Digest, Posted 16 Dec 2008

Gartner Names Contact Center Leaders

Alcatel-Lucent, Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel share Gartner's Leaders Quadrant spots.
Speech Technology News Features, Posted 12 Dec 2008

Voxeo Acquires VoiceObjects

Voice platform provider expands solutions for enterprise and mobile carriers and extends its European footprint
FYI, Posted 09 Dec 2008

Visual Self Service Storms Into the 3G Mobile ArenaListen to this article in TTS, powered by Loquendo

SpeechStorm unveils visual IVR applications that add a new dimension to the caller experience.
Speech Technology News Features, Posted 08 Dec 2008

Carolina Call Center Delivers Flexible Customer Service with Five9 Software

Call center provider of education-sector support uses Five9 to deliver service.
Speech Technology Digest, Posted 03 Dec 2008

VeCommerce Adds Voice to Xpress Bill Pay

Xpress Bill Pay contracted with voice self-service solutions provider VeCommerce to provide voice processing as part of its online payment capability.
Speech Technology Digest, Posted 02 Dec 2008

U.S. Utility Expands Use of NICE SmartCenter

Company will add NICE recording and quality management solutions and integrate with existing NICE workforce management solution.
Speech Technology Digest, Posted 01 Dec 2008

Excendia Makes Its Speech-Enabled Virtual Assistant Available on Sylantro's Hosted VoIP Platform

The Excendia Virtual Assistant adds safe mobility and smart telephony to Sylantro's hosted VoIP platform, allowing users to use voice commands to access and manage their telephone, contacts, email, and appointments.
Speech Technology Digest, Posted 01 Dec 2008

SpeechStorm Prepares to Unveil Mobile IVVRListen to this article in TTS, powered by Loquendo

New video applications expected to add a visual dimension to the caller experience through expanded self-service options.
Speech Technology News Features, Posted 21 Nov 2008

Telisma and CatchWorld Partner on South African ASR

Partnership will result in the development of South-African English and Afrikaans for teliSpeech Recognizer.
Speech Technology Digest, Posted 21 Nov 2008

Siemens and Telephonetics VIP Extend Voice Automation Partnership

Companies expand their public-sector partnership to provide voice automation solutions to the enterprise sector.
Speech Technology Digest, Posted 21 Nov 2008

Ydilo Partners with IBM on Natural Language Recognition to Call-Management Operations

Ydilo has become an IBM Business Partner by incorporating Websphere Voice Server into its speech software to better serve its customers with advanced speech-enabled solutions.
Speech Technology Digest, Posted 20 Nov 2008

Automated Voice Authentication Is Unveiled

Vicorp introduces a new speech self-service solution portfolio focused on credit card fraud prevention.
Speech Technology News Features, Posted 19 Nov 2008

Hospitals, Healthcare Providers to Unify Business Communications with NEC

NEC Unified IP Communications solution UNIVERGE 360 is offered nationwide through an agreement with Premier Healthcare Alliance.
Speech Technology Digest, Posted 18 Nov 2008

Avaya Delivers New Outreach Solutions For Financial and Healthcare IndustriesListen to this article in TTS, powered by Loquendo

New contact center solutions reach out to customers and use automated services to improve customer satisfaction and business efficiency.
Speech Technology News Features, Posted 14 Nov 2008

Avaya Announces Unified Communications All Inclusive

Single, flexible package consolidates Avaya Communication Manager, desktop and mobility communications tools for little to no additional cost.
Speech Technology News Features, Posted 13 Nov 2008

SpeechCycle Pioneers Transformation Services

Introduces Silver, Gold and Platinum Editions to drive cost reduction, multichannel automation, IVR, and speech application optimization.
Speech Technology Digest, Posted 13 Nov 2008

Avaya Announces 0%, Zero Barriers Financing

Options promise to help enterprises add communications capabilities for long-term growth amid economic turmoil.
Speech Technology Digest, Posted 12 Nov 2008

NEC and Tellme to Offer On-Demand Voice Services

Joint offering extends the NEC UNIVERGE 360 vision to enterprise contact centers through intuitive self-service voice applications.
Speech Technology Digest, Posted 11 Nov 2008

Tellme Selects Servion as a Professional Services Partner

Servion will work with Tellme to provide customized contact optimization capabilities that help businesses improve their voice-based customer interactions.
Speech Technology Digest, Posted 11 Nov 2008

Dial West for Emergency ServicesListen to this article in TTS, powered by Loquendo

A proposed acquisition by West will expand the contact center power into the 9-1-1 emergency services segment.
Speech Technology News Features, Posted 06 Nov 2008

NICE Introduces First Integrated Voice and Transaction Analytics Solution

Cross-channel compliance solution from NICE and subsidiary Actimize extracts insights from trading calls and transactions to boost trading surveillance and investigation, reduce risk, and operational costs.
Speech Technology Digest, Posted 06 Nov 2008

Alivox Partners with 16NET

Combination of Alivox and I6NET technologies enable multilingual voice and video response platforms for IP/3G telephony.
Speech Technology Digest, Posted 06 Nov 2008

Payment Options Can Become Part of an Outgoing Message

Global Connect selects Payment Vision to offer payment gateway services to customers of its voice messaging system.
Speech Technology Digest, Posted 05 Nov 2008

Avaya Names New President/CEO

Kevin Kennedy will join Avaya as chief executive in January, and Charles Giancarlo will become the company's chairman of the board.
Speech Technology Digest, Posted 31 Oct 2008

TuVox Guarantees Success for Its Apps

Unprecedented program assures customers of a return on investment with a clear performance guarantee.
Speech Technology Digest, Posted 31 Oct 2008

Enghouse to Acquire Envox Worldwide for $14 Million

Acquisition brings Syntellect and Envox together, strengthening their global reach, distribution channels, market focus, and technology portfolio.
Speech Technology News Features, Posted 21 Oct 2008

CallCopy Extends Reseller PartnershipsListen to this article in TTS, powered by Loquendo

CallCopy today introduced updates to its channel program aimed at making it more profitable for resellers to offer Call Copy's contact center solutions to customers.
Speech Technology News Features, Posted 17 Oct 2008

Victrio Launches Voice-Based Call Screening SystemListen to this article in TTS, powered by Loquendo

System creates voiceprint database to stop credit card fraud and identity theft.
Speech Technology News Features, Posted 16 Oct 2008

OnviSource Introduces Explora Speech Analytics Software

New speech analytics solution is incorporated into company's OnviCenter 6 suite of customer interaction management solutions.
Speech Technology News Features, Posted 15 Oct 2008

Experian Partners with SmartReply to Improve Marketing Strategies

A new partnership will help marketers expand into mobile channels.
Speech Technology News Features, Posted 13 Oct 2008

Columbia Bank Chooses Contact Solutions For Shared IVR ServicesListen to this article in TTS, powered by Loquendo

Financial services firm moves from a self-hosting to a shared IVR system.
Speech Technology News Features, Posted 06 Oct 2008

Global Connect and EPP Partner on Automated Billing and Paying IVRListen to this article in TTS, powered by Loquendo

Global Connect and Electronic Payment Providers partner to create an IVR that will allow customers to useautomated payment capabilities.
Speech Technology News Features, Posted 02 Oct 2008

Nexidia Raises the Analytical StakesListen to this article in TTS, powered by Loquendo

Company's new ESI version is reportedly faster, more accurate, and gives a clearer picture of customer interactions.
Speech Technology News Features, Posted 19 Sep 2008

Speech Helped Hurricane EvacueesListen to this article in TTS, powered by Loquendo

Speech solutions helped travel and hospitality companies to manage unplanned call volume spikes as thousands of people evacuated from hurricanes' paths.
Speech Technology News Features, Posted 18 Sep 2008

CallCommand Changes Name to OneCommand

CallCommand, provider of integrated communications solutions, announced Monday that it has renamed itself to OneCommand. The new name is meant to indicate the company's focus on unified communications and customer retention in its core automotive dealer market.
Speech Technology Digest, Posted 02 Jan 2008

Genesys and IBM Expand Call Center Solutions to China

Genesys and IBM last week introduced IBM Contact Center in a Box in China, expanding their Strategic Alliance for Contact Center Solutions.
Speech Technology News Features, Posted 31 Dec 2007

Call Genie Releases French-Language Voice Directory Software

Call Genie, provider of speech search solutions for directory assistance providers and wireless carriers, announced last week the availability of its Enhanced Voice Directory (EVD) software in French.
Speech Technology News Features, Posted 26 Dec 2007

Voxeo Releases Designer 8

Voxeo announced Friday the release of a new Web-native voice application development tool.
Speech Technology News Features, Posted 24 Dec 2007

Autonomy Integrates Multichannel Interaction Analysis into etalk

The integration enables organizations to gain a more granular understanding of their customers and to quickly understand the trends and issues that could have a profound effect on the business.
Speech Technology News Features, Posted 06 Aug 2007

LiveVox Offers Multisite Capabilities in a Hosted Contact Center Solution

LiveVox's new Voice Portal 2.0 is a multisite contact center management offering with built-in agent presence and role-based security.
Speech Technology Digest, Posted 20 Jun 2007

Implementing a Bright IVR Idea

A Florida triple-play provider doubles self-service and splits transfers between agents in half with a speech application.
Deployments, Posted 01 Jun 2007

Mood Rings Are Back

Consumer products manufacturer cuts hold times in half with a new IVR.
Deployments, Posted 01 Jun 2007

Interactive Digital: The Effective Use of Adaptation in VUI Design

Adjust audio responses based on caller preferences and more.
Voice Value, Posted 01 Jun 2007

It's a Persona, Not a Personality

In IVR design, it should be about finding the right voice, not the right character.
Feature, Posted 01 Jun 2007

Advanced Analytics Offer Greater Precision

The latest technology goes beyond simple audio mining for words and phrases.
Feature, Posted 01 May 2007

Hosted Outpaces On-Premises in IVR

FYI, Posted 01 May 2007

Enterprise Strategy: Success on All Levels

When implementing a speech solution, everyone needs to be on the same page
Feature, Posted 01 May 2007

Speech Is an Outright Success

After deploying an IBM/Fluency speech system, an insurance broker saw a 20 percent drop in misdirected calls
Deployments, Posted 01 May 2007

Bringing Video to the Voice Arena

The latest speech application development tools allow programmers to incorporate video applications as well.
Feature, Posted 01 May 2007

Audio Search and Mining: A Look at Unstructured Data

Members of the audio search and mining industry find a voice for search.
Feature, Posted 01 Apr 2007

Planning a Trip in Austin Just Got Easier

City's transit authority rolls out IVR to handle basic bus information.
Deployments, Posted 01 Apr 2007

Another Perk for Frequent Flyers

South African Airways improves customer service with upgraded IVR.
Deployments, Posted 01 Apr 2007

Telecom New Zealand Gets Its Self-Service in Ship-Shape

TNZ takes its IVR by the helm and steers clear of bad customer experiences.
Deployments, Posted 01 Apr 2007

Nuance Will Acquire BeVocal

Speech and imaging solutions supplier Nuance Communications continues the acquisition tidal wave that began with its purchase of Lernout & Hauspie in 2001.
FYI, Posted 01 Apr 2007

On Good Speaking Terms

When dealing with a machine, it shouldn't sound too much like a human
Feature, Posted 01 Mar 2007

Autonomy Helps Contact Centers Smarten Up

By extending the capabilities of its etalk Contact Center portfolio, Autonomy is taking a new approach to contact center management
FYI, Posted 01 Mar 2007

Cellphone Users Prefer Live Agents to ARS

Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings than those handled by a live agent, according to the J.D. Power & Associates Wireless Customer Care Performance Study released Jan. 25.
FYI, Posted 01 Mar 2007

Speech as a Fan Favorite

Prerecorded marketing boosts an NBA team's game attendance
Deployments, Posted 01 Mar 2007

IVR Fuels Additional Sales at an Auto Dealer

Automated call solution has led to $70,000 in additional service department revenue
Deployments, Posted 01 Mar 2007

Vodafone Spain Drives Customer Satisfaction with Speech

Survey results make the customer call center the talk of nearly 179 million people
Deployments, Posted 01 Mar 2007

Gartner Eyes IVR and EVP Vendors

Gartner in December revealed its "Magic Quadrant for IVR and Enterprise Voice Portals," earmarking Avaya, Genesys Telecommunications Laboratories, Nortel, and Intervoice as leaders of the market.
FYI, Posted 30 Jan 2007

Doctors On Call

Altura designs and implements a VoIP network for Michigan health system.
Deployments, Posted 30 Jan 2007

Continental Airlines Takes Off with Speech

While many of its competitors are still floundering in the wake of 9/11 and rising fuel prices, Continental Airlines' stock price has nearly tripled since October 2005. Clearly, Continental is doing a few things right and one of them is its speech technology.
Cover Story, Posted 09 Nov 2006

Sleeping Easy with Web and Phone Integration

Travelodge multiplies occupancy rates with 24/7 phone bookings.
Deployments, Posted 09 Nov 2006

Automation Nation: How to Build Buy-In

The overwhelming attention received by Paul English's www.gethuman.com Web site and the Citi Simplicity TV ads encouraging callers to "Press 0 to speak to a live person— anytime" suggest there is growing resentment against companies implementing automated phone systems simply to cut costs.
Feature, Posted 09 Nov 2006

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

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

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

Natural Language Processing: The Next Steps

Speech interfaces in which users respond in their own words to open-ended prompts like "How may I help you?" are becoming more and more widely deployed. They are most frequently used in routing applications where the application's task is to identify the topic of the users' requests and transfer them to another part of the system where their requests can be addressed.
Feature, Posted 12 Sep 2006

Joseph Brown, Vice President of Voice Solutions, RightNow Technologies

Speech Technology Magazine sat down with Joseph Brown, vice president of voice solutions at RightNow Technologies, to discuss the importance of speech self-service.
Q & A, Posted 29 Aug 2006

Amit Desai, Chief Technology Officer and Founder, Voxify

Speech Technology Magazine sat down with Amit Desai to discuss the benefits of hosted services and how that fits into Voxify's offerings.
Q & A, Posted 08 Aug 2006

Steve Pollock, Co-founder and Executive Vice President, TuVox

Speech Technology Magazine sat down with Steve Pollock, co-founder and EVP of TuVox, to talk about TuVox's presence at SpeechTEK 2006 and the release of TuVox On Demand 6.0.
Q & A, Posted 07 Aug 2006

Keith Ward, Chief Technology Officer, Product Support Solutions

Speech Technology Magazine sat down with Keith Ward, CTO of Product Support Solutions, to discuss the latest issues surrounding migration, technology advantages with next generation platforms as well as some of the company's customers.
Q & A, Posted 20 Jun 2006

Donna Fluss, Principal, DMG Consulting

Speech Technology Magazine sat down with Donna Fluss to discuss contact center speech analytics and the benefits of its use.
Q & A, Posted 08 May 2006

Thomas Smith, Group Manager of IVR/Speech Product Marketing, Verizon Business

Speech Technology Magazine sat down with Thomas G. "Tom" Smith, group manager of IVR/speech product marketing, Verizon Business to discuss his new role as well as the goals and initiatives for Verizon Business.
Q & A, Posted 25 Apr 2006

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

Frank Tersigni, Vice President of Marketing and Business Development, VoiceGenie

Speech Technology Magazine sat down with Frank Tersigni, VP of marketing and business development at VoiceGenie Technologies Inc., to learn more about the latest developments at VoiceGenie.
Q & A, Posted 13 Mar 2006

Empowering Customers: The AvMed Way

Created in 1969 as a prepaid health care system for pilots in the Miami aviation industry, AvMed Health Plans is Florida's largest, not-for-profit health plan serving employers in the major metropolitan areas of Florida.
Deployments, Posted 01 Mar 2006

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

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

Clarkston Chrysler Jeep Rolls out a New Line for Speech

With a global workforce of 384,723 employees, Daimler-Chrysler sold approximately 4,006,700 passenger cars and 712,200 commercial vehicles in 2004. At year's end of 2004, Chrysler's total revenue reached $67 billion. Keeping these numbers in mind, it is not surprising that Chrysler has a five star requirement for its sales and services providers around the globe. However, it is a little surprising to find that this large corporate parent company allows its individual dealerships the freedom…
Cover Story, Posted 01 Jan 2006

WPS Insures Its Customers With Better Service Through Speech

Providing better service to maximize customer satisfaction and increase customer retention represents an imperative as much as an opportunity for the business success of every organization. Many organizations will make operational changes, create retention-marketing programs and introduce new products in their effort to be proactive in insuring customer satisfaction and retention. But how can they be sure that the changes, programs and new products are offering their customers what they need and want? …
Deployments, Posted 01 Jan 2006

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

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

Speech Lends Its Voice to Help Hurricane Victims

Hurricane Katrina made landfall on August 29 with 140 mph winds, followed shortly thereafter by Hurricane Rita's 120 mph winds on September 24. With flood waters seeping over levees and homes in shambles, victims of the first hurricane scrambled to prepare for Rita's insurgence. Having realized the devastation of Katrina, Texas evacuated over 2.5 million people from multiple coastal cities - preparing for the worst1. Miles of traffic with delays of 15 to 20 hours…
Cover Story, Posted 07 Nov 2005

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

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

The Battle for Speech Recognition Market Dominance

The contact center speech recognition market is maturing, but it is far from slowing down. On the contrary, it’s experiencing an upswing in sales that it hasn’t seen for at least three or four years. This market is consolidating, making room for a variety of new entrants and is finally growing in port size. According to Steve Cramoysan of Gartner DataQuest, “preliminary analysis of the 2004 speech recognition market reveals an overall growth in port…
Feature, Posted 07 Nov 2005

Ten Criteria for Measuring Effective Voice User Interfaces

A Toolkit of Metrics for Evaluating VUIsInvestors use standard metrics such as stock price and projected revenue per share to choose investment opportunities. Likewise, consumers use standard metrics such as floor space, number of bedrooms, or number of bathrooms when purchasing houses. This paper presents a toolkit containing some specific metrics for evaluating voice user interfaces (VUIs). The speech industry should use criteria from this toolkit to: Judge the most efficient of several VUIs for…
Feature, Posted 07 Nov 2005

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.
Voice Value, Posted 30 Aug 2005

Expanding & Improving Upon Traditional Usability Focus Groups with Online Usability Surveys

Speech applications have traditionally relied upon small focus groups to assess performance from the caller’s perspective. What happens when a group of a dozen or so people includes that one person who is difficult to please, or worse yet, the person who gives conflicting opinions such as, “I was very dissatisfied with the system but I had a great call experience”? The answer is many hours lost trying to understand conflicting data and trying to…
Feature, Posted 30 Aug 2005

Capitalize on Customer Conversations with Speech Analytics

For years, speech analytics have been used worldwide by security organizations to help government agencies identify potential risks and threats. In the past two years, contact centers have begun to use speech analytics applications to capture and structure customer communications. The applications analyze the structured data to identify customer trends and insights for the purpose of improving service quality, customer satisfaction, and generating new revenue. …
Feature, Posted 30 Aug 2005

Using the Phone to Transform Customer Service into a Strategic Asset

Contact centers in several thousand enterprises around the world have derived cost savings and customer satisfaction benefits by deploying speech recognition technology to automate customer service calls. The return on most of these deployments is usually measured in months, and customer satisfaction surveys indicate that callers frequently prefer voice for conducting service transactions—as opposed to touchtone or lengthy live agent interactions. …
Feature, Posted 30 Aug 2005

Bruce Morse, Vice President of Contact Center Solutions, IBM

According to Bruce Morse, vice president of contact center solutions at IBM, "Delivering a speech server that exploits the Web application server and tooling environment is a logical extension of the IT organization, and enables clients to take advantage of the integration work that's already going on there."
Q & A, Posted 01 Jul 2005

Most Innovative Solutions Awards 2005

According to Daniel Hong, voice business analyst at Datamonitor, the global voice business value chain* will grow from $716 million for 2004 to $1,939 million by 2009 at a CAGR of 22 percent. Speech Technology Magazine presents the third annual Most Innovative Solutions awards in recognition of the enterprises and service providers who are deploying innovative speech applications driving this growth. These applications are an integral touch point of their customers' contact with them and…
Feature, Posted 20 Jun 2005

Building Speech-Enabled Self-Service Automation for Seasonal Retail Contact Centers

The benefits of telephone-based, speech-enabled automation are being increasingly recognized by contact centers and other companies, and there are many companies that have taken advantage of this technology. Speech-enabled telephone automation is known to reduce the cost of calls by as much as 90 percent compared with agent-assisted calls; speech also reduces the length of calls compared to touchtone applications by as much as 35 percent; and speech is preferred over touchtone systems by consumers
Deployments, Posted 20 Jun 2005

Speech in Education

Speech-enabled applications and hardware are increasingly finding their way into the classroom and into the offices of educators at all levels of education, but educational applications still represent a small, though growing, segment of the speech technology market, according to industry analysts. According to Peter Ryan, analyst for London-based Datamonitor, speech technologies derived from education were 3.8 percent in 2004, a figure that is expected to grow to 9.7 percent by 2007. The main areas in…
Feature, Posted 20 Jun 2005

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.
Voice Value, Posted 26 Apr 2005

Sanjay Popli, Senior Director of Marketing, Genesys Telecommunications Laboratories

"I think we'll see contact center technology continue to move toward being a core business application, but we'll see the term 'contact center' morph as contact center walls collapse, functionality is outsourced, and the creation of virtualized customer service functions grow," said Sanjay Popli, senior director of marketing at Genesys Telecommunications Laboratories.
Q & A, Posted 01 Apr 2005

The Role of Speech in Healthcare

According to the American Medical Association (AMA), there is a nationwide shortage of more than 168,000 nurses and other health care professionals. With 60 percent of emergency rooms working at or above capacity, it is essential that hospitals utilize their staff and time carefully, which is becoming more difficult to accomplish as more and more people are turning to the emergency room for care. CDC reports from 2002 estimate that approximately 110.2 million visits were…
Feature, Posted 06 Mar 2005

Speech Enables Disaster Recovery Operations

On any given day, there could be an event that drives communications off the rails. Whether it is a technical problem, weather related issue, or a major disaster, it becomes challenging for a company to communicate, operate and respond effectively. Enabling communications among employees, customers and the world within the first 24-48 hours is critical to either maintaining operations or getting the business back up and running smoothly and effectively. If you can't communicate, you…
Feature, Posted 06 Mar 2005

John Cameron, Chairman, Unveil

John Cameron, chairman of Unveil, explains, "While cost reduction is clearly a driving factor in the purchase of speech recognition, we are seeing an increased emphasis on caller satisfaction."
Q & A, Posted 01 Feb 2005

Peter Leppik, CEO, Vocalabs

Peter Leppik of Vocalabs explains how and why Gourmet Customer Service - service which goes beyond the bare minimum to actually make the customer feel valued and special - is critical in today's competitive environment.
Q & A, Posted 01 Feb 2005

Marketta Silvera, CEO, Apptera

Marketta Silvera, CEO of Apptera, explains that "the phone is really the most effective and convenient channel for delivering service."
Q & A, Posted 01 Feb 2005

Successful Applications Are the Combination of Technology and Craft

A designer needs to create a user interface (UI) that makes up for deficiencies in technology, and needs to stretch technology to make an application usable. This is especially important in applications that use barge-in. In ways, barge-in provides a metaphor for many of the issues we encounter in designing an application. …
The View from AVIOS, Posted 06 Jan 2005

Vodafone Australia Moves Prepaid into the Speech Realm

Whether stepping onto a bus or off the Metro, there is one item that never fails to be in use - a cell phone or similar device. People around the world use cell phones, personal digital assistant (PDA) computers and other handheld devices to communicate using speech. It has been estimated that 115 to 157 million mobile phone units were sold around the globe in the second quarter of 2004. PDA computers came in at…
Deployments, Posted 06 Jan 2005