Category: Call Center Solutions
When battling an IVR, there's not always a clear winner.
Forward Thinking,
Posted 06 Dec 2013
Gain a competitive edge with a unique multichannel experience.
Inside Outsourcing,
Posted 06 Dec 2013
Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite.
Speech Technology Digest,
Posted 03 Dec 2013
The choice of SmartWORKS PLUS expands integrations for the Calabrio ONE workforce optimization suite.
Speech Technology Digest,
Posted 03 Dec 2013
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
Version 12.0 also adds four new languages.
Speech Technology Digest,
Posted 20 Nov 2013
Middlesex County College benefits from a voice-based call attendant solution.
Deployments,
Posted 15 Nov 2013
A shortage of data is not the problem.
Interact,
Posted 15 Nov 2013
Victrio brings to Verint solutions to mitigate fraud using passive voiceprint enrollment.
Speech Technology News Features,
Posted 30 Oct 2013
Customers will benefit from integrated contact center solution based on Intelecom Connect and Verint Impact 360 software.
Speech Technology Digest,
Posted 29 Oct 2013
Collections agency adopts Nexidia Interaction Analytics to mitigate risk in an environment of tighter scrutiny and regulation.
Speech Technology Digest,
Posted 21 Oct 2013
Alme's artificial intelligence-based agent lessens the load for healthcare providers.
Speech Technology News Features,
Posted 18 Oct 2013
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
The Varolii acquisition strengthens Nuance's position in cloud-based customer service.
Speech Technology Digest,
Posted 10 Oct 2013
Workforce optimization solution provides mobile access and real-time speech analytics in a cloud-ready platform.
Speech Technology Digest,
Posted 01 Oct 2013
Hosted, self-service IVR will halp the banking firm relieve customer stress.
Speech Technology Digest,
Posted 24 Sep 2013
Clinical research firm employs USAN Metaphor Voice hosted IVR, predictive dialer, and ACD in its call center.
Speech Technology Digest,
Posted 24 Sep 2013
Changes convey heightened focus on enabling organizations to improve all aspects of the customer experience.
Speech Technology Digest,
Posted 18 Sep 2013
The solution combines text and speech analytics data to provide deeper interaction insights.
Speech Technology Digest,
Posted 10 Sep 2013
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
Vonetix 7 Voice will serve as a new UC platform for Microsoft customer support.
Speech Technology Digest,
Posted 26 Aug 2013
The on-demand hosted solution will analyze calls to improve performance and regulatory compliance.
Speech Technology Digest,
Posted 26 Aug 2013
Sixty-five percent of contact centers are handling traffic over at least six channels.
Speech Technology News Features,
Posted 20 Aug 2013
Enhancements include more advanced configurations.
Speech Technology Digest,
Posted 15 Aug 2013
The solution will help ensure compliance with the Telephone Consumer Protection Act. and Education Department guidelines.
Speech Technology Digest,
Posted 15 Aug 2013
Cover Story,
Posted 12 Aug 2013
Feature,
Posted 12 Aug 2013
Feature,
Posted 12 Aug 2013
Feature,
Posted 12 Aug 2013
Consider the total caller experience.
Inside Outsourcing,
Posted 12 Aug 2013
Voxeo to provide cloud IVR and automated self-service solutions to BT customers.
Speech Technology Digest,
Posted 08 Aug 2013
Calabrio Workforce Management and Quality Management Solutions are compatible with Avaya contact center solutions.
Speech Technology Digest,
Posted 06 Aug 2013
The deal leads to a hosted call center solution built on Avaya's infrastructure.
Speech Technology Digest,
Posted 06 Aug 2013
Voice biometrics are combined with digital certificates and cryptographs for multifactor authentication.
Speech Technology News Features,
Posted 24 Jul 2013
IBM's famed computer will still need improved speech technologies to be fully effective.
Sounding Board,
Posted 24 Jul 2013
New features include whisper messaging and call recording on/off.
Speech Technology Digest,
Posted 16 Jul 2013
Expanded real-time product uses proven speech analytics platform to improve call center performance and compliance.
Speech Technology Digest,
Posted 16 Jul 2013
The $150 million deal strengthens Aspect's IVR and multichannel self-service offerings.
Speech Technology News Features,
Posted 10 Jul 2013
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
Module complements speech analytics on company's WFO suite.
Speech Technology News Features,
Posted 03 Jul 2013
The deal is expected to be key to Mitel's growth going forward.
Speech Technology Digest,
Posted 18 Jun 2013
Deal strengthens Eckoh's position in global markets.
Speech Technology Digest,
Posted 11 Jun 2013
Partnership provides multichannel access to information and services.
Speech Technology Digest,
Posted 10 Jun 2013
Speech Technology News Features,
Posted 05 Jun 2013
Version 9.0 rebrands Syntellect and Envox products under the Enghouse name.
Speech Technology Digest,
Posted 05 Jun 2013
Advanced solution lets marketers securely process phone orders.
Speech Technology Digest,
Posted 05 Jun 2013
Solution offers advanced unified messaging with speech to text, voicemail reporting.
Speech Technology Digest,
Posted 28 May 2013
Big Blue brings Watson to customer service with the launch of Watson Engagement Advisor.
Speech Technology News Features,
Posted 24 May 2013
Solution includes natural language, voice payments and speech analytics.
Speech Technology Digest,
Posted 22 May 2013
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
Adding a personal assistant will require some work, but the pay-off can be great.
Sounding Board,
Posted 20 May 2013
New IVR development toolkit supports Windows 8 environments.
Speech Technology Digest,
Posted 15 May 2013
New application uses speech and desktop analytics to improve contact center performance.
Speech Technology Digest,
Posted 15 May 2013
Editor's Letter,
Posted 10 May 2013
Technology includes multichannel and mobile capabilities.
Speech Technology News Features,
Posted 08 May 2013
Canada's largest city improves customer service with updated contact center technologies.
Deployments,
Posted 01 May 2013
Users seeking voice-enabled service and support have several choices.
Forward Thinking,
Posted 01 May 2013
It's a fine line between love-hate and love-to-hate.
Inside Outsourcing,
Posted 01 May 2013
Companies to provide WFO and CEM management solutions.
Speech Technology News Features,
Posted 24 Apr 2013
Relationship provides services for enabling customer self-service solutions.
Speech Technology Digest,
Posted 15 Apr 2013
VoiceTrends reveals the most useful data for improvement of customer satisfaction and automation rates.
Speech Technology Digest,
Posted 09 Apr 2013
AT&T's speech recognition and natural language understanding apps will enhance Interactions' customer care solutions.
Speech Technology Digest,
Posted 08 Apr 2013
The new iPhone ServiceDesk Plus MSP app features Nuance voice technologies.
Speech Technology Digest,
Posted 05 Apr 2013
Multimodal solution delivers a unified customer experience across IVR and mobile.
Speech Technology News Features,
Posted 20 Mar 2013
Call recording applications are compatible with key Avaya unified communications solutions.
Speech Technology Digest,
Posted 14 Mar 2013
Solution analyzes customer interactions and measures agent performance.
Speech Technology Digest,
Posted 12 Mar 2013
Rubidium adds voice control to Jabra's latest Microsoft- and Skype-compatible unified communications headsets.
Speech Technology Digest,
Posted 27 Feb 2013
The $110 million deal brings more cloud offerings to Genesys.
Speech Technology News Features,
Posted 26 Feb 2013
The solution combines advanced speech recognition with cloud communications.
Speech Technology Digest,
Posted 19 Feb 2013
Storacall call recording systems are integrated with Rostrvm Solutions' dialers and call center software.
Speech Technology Digest,
Posted 14 Feb 2013
Improving the customer—and agent—experience with analytics and guidance.
The Business Case,
Posted 10 Feb 2013
Eureka Speech Analytics helps extract meaningful business intelligence.
Deployments,
Posted 10 Feb 2013
Look to outsourcing to give your customers the technology they expect.
Inside Outsourcing,
Posted 10 Feb 2013
Users accustomed to substandard systems can't imagine any better.
Interact,
Posted 10 Feb 2013
New technology partners and solutions added to an already long list.
Speech Technology Digest,
Posted 06 Feb 2013
The deal strengthens Genesys' workforce optimization offerings.
Speech Technology News Features,
Posted 29 Jan 2013
Nuance Connections expands distribution of natural language customer self-service applications.
Speech Technology Digest,
Posted 22 Jan 2013
New smartphone app features speech analytics.
Speech Technology Digest,
Posted 21 Jan 2013
Solution combines speech analytics with call recording engine.
Speech Technology Digest,
Posted 21 Jan 2013
The solution is at the center of its Talkument and Tracer call recording solutions.
Speech Technology Digest,
Posted 16 Jan 2013
The name change reflects the company's focus beyond just the voice channel.
Speech Technology Digest,
Posted 16 Jan 2013
Technology will track fraud patterns and screen interactions in contact centers.
Speech Technology News Features,
Posted 09 Jan 2013
Consumer trust of IVRs is being propelled by mainstream mobile applications.
Sounding Board,
Posted 04 Jan 2013
A cloud-based PBX should have all the capabilities of the fixed-line version.
Sounding Board,
Posted 12 Dec 2012
Completes interoperability verification testing.
Speech Technology Digest,
Posted 05 Dec 2012
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'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
Speech analytics-based platform monitors calls for specific wording.
Speech Technology Digest,
Posted 27 Nov 2012
Tracer and Talkument are compatible with the BroadSoft voice application platform.
Speech Technology Digest,
Posted 15 Nov 2012
When choosing an IVR system, look for a vendor that offers a complete solution on its own.
Sounding Board,
Posted 14 Nov 2012
Latest mobile solution adds voice recognition, reduces customer effort, and increases answer accuracy.
Speech Technology Digest,
Posted 12 Nov 2012
Being proactive is one thing. Getting it right is another.
Voice Value,
Posted 10 Nov 2012
Advances emphasize the role of the human mind.
Forward Thinking,
Posted 10 Nov 2012
Streamline the service process for end-to-end benefits.
The Business Case,
Posted 10 Nov 2012
Brazilian contact center business finds NICE solutions are just what it needs.
Deployments,
Posted 10 Nov 2012
AmeriGas sees business improvements with a speech-enabled phone system from Message Technologies Inc.
Deployments,
Posted 10 Nov 2012
As the economy contracts, strengthen your outsourcing contacts.
Inside Outsourcing,
Posted 10 Nov 2012
Analytics-powered WFO apps arm contact centers with interaction intelligence.
Speech Technology Digest,
Posted 06 Nov 2012
Keeping your contact center functioning is the primary goal.
Sounding Board,
Posted 28 Oct 2012
Solution improves compliance efforts with 100 percent call recording.
Speech Technology Digest,
Posted 22 Oct 2012
The audio specialist's DW Pro2 and Circle series headsets win "six dragons" ratings.
Speech Technology Digest,
Posted 12 Oct 2012
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
Call recording and speech analytics are central pieces of the product suite for financial institutions.
Speech Technology Digest,
Posted 25 Sep 2012
Product offers fully compliant call recording and speech analytics to distributed workforces.
Speech Technology Digest,
Posted 25 Sep 2012
The two companies will jointly develop voice prompt e-commerce portal.
Speech Technology Digest,
Posted 18 Sep 2012
The new Interaction Analytics features multichannel searching and categorization, enhanced dynamic reporting, and a new user interface.
Speech Technology Digest,
Posted 17 Sep 2012
Castel Detect to be integrated with hosted dialer solution.
Speech Technology Digest,
Posted 13 Sep 2012
Wideband audio can make enterprise applications more accurate.
Feature,
Posted 10 Sep 2012
A window into the future of speech technology.
Cover Story,
Posted 10 Sep 2012
TalkRx keeps small, independent stores competitive with retail giants.
Deployments,
Posted 10 Sep 2012
Six best practices for deploying agile channeling platforms
Inside Outsourcing,
Posted 10 Sep 2012
Solution integrates with Genesys GVP platform.
Speech Technology Digest,
Posted 07 Sep 2012
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
Solution ensures compliance and fair practices to improve consumer experience.
Speech Technology Digest,
Posted 06 Sep 2012
Increasing chat agents' productivity is the goal.
Speech Technology Digest,
Posted 31 Aug 2012
New technology advancements make customer intelligence tools more available to everyone.
Sounding Board,
Posted 27 Aug 2012
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
Singapore's largest bank uses the solution to enhance the customer experience.
Speech Technology Digest,
Posted 22 Aug 2012
REST API allows voice with visuals' mobility communications to be added to new and existing IVR systems.
Speech Technology Digest,
Posted 20 Aug 2012
New cloud solution makes it easier to optimize end-to-end call center experiences.
Speech Technology Digest,
Posted 20 Aug 2012
Mulitmodality use and design success means understanding your customer.
Speech Technology News Features,
Posted 15 Aug 2012
Features include an upgrade to the Text-to-Speech server.
Speech Technology Digest,
Posted 15 Aug 2012
Vendors partner to provide cloud-based, multichannel solution.
Speech Technology Digest,
Posted 13 Aug 2012
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 now provides pre-deployment assessment of authentication and enrollment solutions for contact centers and mobile app developers.
Speech Technology Digest,
Posted 13 Aug 2012
Biometrics solution also provides emotional state analysis.
Speech Technology Digest,
Posted 13 Aug 2012
Solution delivers cost-effective accounting.
Speech Technology Digest,
Posted 18 Jul 2012
The partnership has yielded a new level of cyber security assurance for online transactions.
Speech Technology News Features,
Posted 17 Jul 2012
Suite transforms call recordings into searchable data.
Speech Technology News Features,
Posted 17 Jul 2012
This valuable tool offers unique insights into caller motivations.
Interact,
Posted 10 Jul 2012
Deutsche Telekom adopts the Tropo Voice and SMS API from Voxeo.
Speech Technology Digest,
Posted 03 Jul 2012
Software provides multichannel searching
Speech Technology News Features,
Posted 12 Jun 2012
Industry-driven session recording protocol enables standardized, consolidated, and simplified session recording capabilities.
Speech Technology News Features,
Posted 22 May 2012
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
The cloud services provider sought to add voice technologies to automate transactions.
Speech Technology News Features,
Posted 11 May 2012
Enhanced speech analytics and call recording are just some of the new features.
Speech Technology Digest,
Posted 09 May 2012
Technology automates the transfer from end-of-life IVR systems to new platform
Speech Technology Digest,
Posted 09 May 2012
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
Expanded quality monitoring reduces costs and improves agent training.
Deployments,
Posted 01 May 2012
The NHL's Blue Jackets improve call center staff with intelligent call recording technology.
Deployments,
Posted 01 May 2012
Enhances business insight and reduces time and cost of analysis
Speech Technology Digest,
Posted 12 Apr 2012
Talkument and Tracer Version 7.2 offer expanded voice documentation compliance and archiving.
Speech Technology Digest,
Posted 04 Apr 2012
New Austrian TTS voices are included in the project.
Speech Technology Digest,
Posted 04 Apr 2012
The acquisition gives Interactive Intelligence increased presence throughout the Benelux region.
Speech Technology Digest,
Posted 02 Apr 2012
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
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
Veteran software executive will lead the company's strategic growth in interaction management business.
Speech Technology Digest,
Posted 27 Mar 2012
Sounding Board,
Posted 14 Mar 2012
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 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
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
UTOPY speech analytics solution puts healthcare collection group on the road to recovery.
Deployments,
Posted 01 Mar 2012
Airline improves the customer experience with NICE Systems' SmartCenter suite.
Deployments,
Posted 01 Mar 2012
Dell Services will deliver Aspect's unified communications solutions for next-generation customer contact centers.
Speech Technology News Features,
Posted 24 Feb 2012
The partnership will extend solutions across inbound and outbound contacts.
Speech Technology Digest,
Posted 21 Feb 2012
Triple-play services provider turns to SpeechStorm's advanced customer care applications for personalized self-service.
Speech Technology Digest,
Posted 21 Feb 2012
Utilities OnCall tested by Avaya developers and awarded DevConnect interoperability.
Speech Technology Digest,
Posted 15 Feb 2012
Reporting, escalation, and unified message tools help meet service-level agreements.
Speech Technology Digest,
Posted 13 Feb 2012
New patent covers call back disposition and re-evaluation in IVR-based customer care.
Speech Technology News Features,
Posted 08 Feb 2012
The joint solution focuses on customer retention, competitive positioning, and profitability for banks and credit unions.
Speech Technology Digest,
Posted 07 Feb 2012
The IVR toolkit VBVoice is now available to developers working inside the Avaya environment.
Speech Technology Digest,
Posted 02 Feb 2012
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
Holly 6.0 adds support for Call Control along with dozens of enhancements.
Speech Technology Digest,
Posted 01 Feb 2012
The partnership brings together speech analytics and a customer experience management solution for contact centers.
Speech Technology Digest,
Posted 31 Jan 2012
Solutions include Asterisk Speech Recognition API.
Speech Technology Digest,
Posted 27 Jan 2012
The new voice analysis application will feature immediate detection of select words and phrases.
Speech Technology Digest,
Posted 20 Jan 2012
The deal adds voice biometrics and natural language voice recognition capabilities
Speech Technology Digest,
Posted 11 Jan 2012
USCG turns to Avaya for its centralized service desk in St. Louis.
Speech Technology Digest,
Posted 05 Jan 2012
Customer interaction technologies should support one another, not compete.
Cover Story,
Posted 01 Jan 2012
The two companies team up to provide voice-over services for IVR recordings.
Speech Technology Digest,
Posted 19 Dec 2011
New enhanced call management and playback features expand incident reconstruction and confidential data handling capabilities.
Speech Technology Digest,
Posted 16 Dec 2011
The combined companies will offer a host of communications and contact center products.
Speech Technology Digest,
Posted 13 Dec 2011
Cloud-based voice applications optimize operations and deliver exceptional, cost-effective services and improved customer experience
Speech Technology Digest,
Posted 29 Nov 2011
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
New features include cloud licensing, live desktop monitoring, and caller location mapping.
Speech Technology Digest,
Posted 03 Nov 2011
New system features a Web interface and technologies from Replay SIP and Tapit Nova.
Speech Technology Digest,
Posted 03 Nov 2011
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
One company blends human interaction with speech self-service.
Voice Value,
Posted 01 Nov 2011
Australia's Westpac overcomes service issues with a more automated platform.
Deployments,
Posted 01 Nov 2011
Mobile strategy insights for the financial industry contact center.
Sounding Board,
Posted 27 Oct 2011
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
Acquisition will enable Avaya to add speech analytics to contact center and unified communications portfolio.
Speech Technology News Features,
Posted 20 Oct 2011
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 joins Voxeo's Preferred Professional Services Partner Program.
Speech Technology News Features,
Posted 11 Oct 2011
Integrated systems promise greater flexibility and value than proprietary legacy systems.
Speech Technology Digest,
Posted 21 Sep 2011
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
Replay SIP hybrid PBX/IP call recording system is a 100 percent software-based solution.
Speech Technology Digest,
Posted 08 Sep 2011
Editor's Letter,
Posted 01 Sep 2011
Bundling apps improves data management, customer experience
Feature,
Posted 01 Sep 2011
Customer dissatisfaction is the first indication, as the IVR begins to cost more to maintain than to replace
Cover Story,
Posted 01 Sep 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
Call center software helps Blinds.com boost revenue, cut service calls
Deployments,
Posted 01 Sep 2011
Speech will evolve and find its place in social media, mobile devices, and video
Inside Outsourcing,
Posted 01 Sep 2011
Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.
Speech Technology News Features,
Posted 24 Aug 2011
The new application can be delivered via Apple or Android operating systems.
Speech Technology Digest,
Posted 24 Aug 2011
First you need to understand what I'm saying
Sounding Board,
Posted 22 Aug 2011
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
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's virtual contact center infrastructure is now integrated with RightNow CX Desktops
Speech Technology Digest,
Posted 10 Aug 2011
Virtual Agents let customers scrap costly Web chat.
Speech Technology Digest,
Posted 10 Aug 2011
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
The state of speech analytics takes center stage at annual conference.
Speech Technology News Features,
Posted 09 Aug 2011
Voxify's Universal Managed Service for IVR extends contact center excellence at Canada's leading airline.
Speech Technology Digest,
Posted 22 Jul 2011
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
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
New offering lets companies use their existing on-site telephony infrastructure.
Speech Technology Digest,
Posted 13 Jul 2011
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
The system promises to speed install time by weeks and save thousands in installation costs.
Speech Technology Digest,
Posted 01 Jul 2011
Editor's Letter,
Posted 01 Jul 2011
Cover Story,
Posted 01 Jul 2011
Feature,
Posted 01 Jul 2011
Feature,
Posted 01 Jul 2011
Cloud-based offerings bring substantial savings over on-premises systems
FYI,
Posted 01 Jul 2011
When organizations make assumptions about customers, rather than collect real data, self-service applications suffer
Interact,
Posted 01 Jul 2011
Anticipating needs delivers benefits in customer service, sales/marketing, and government
The Business Case,
Posted 01 Jul 2011
Tie app into the contact center to create seamless interactions across customer entry points
Inside Outsourcing,
Posted 01 Jul 2011
The launch of Awareness Messaging and Presence (AMP), a multichannel platform, is geared toward large-scale enterprises.
Speech Technology Digest,
Posted 27 Jun 2011
NYU researchers reveal continued frustration with automated voice systems.
Speech Technology Digest,
Posted 27 Jun 2011
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
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
Virtualization makes sense for contact centers
Sounding Board,
Posted 08 Jun 2011
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
The app delivers cutting-edge multimodal technology that brings efficient and personalized customer service for mobile customers.
Speech Technology Digest,
Posted 25 May 2011
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
Deployment of cloud services among global firms has seen a 60 oercent increase in the past year.
Europe News,
Posted 20 May 2011
The financial firm is recognized for transforming its outbound debt collection operations.
Europe News,
Posted 20 May 2011
CirriusImpact blends the NICE SmartCenter suite of workforce optimization solutions with Presence Technology solutions.
Speech Technology Digest,
Posted 19 May 2011
eVoice lets users capture, play, review, and reference calls made or received on any phone.
Speech Technology Digest,
Posted 19 May 2011
The solution empowers agents to manage hot leads and track calls to prove marketing ROI.
Speech Technology Digest,
Posted 17 May 2011
M5 Replay allows business to record phone conversations and retrieve the recordings via a Web interface.
Speech Technology Digest,
Posted 12 May 2011
The grant will be used to improve cross-channel customer experiences.
Speech Technology Digest,
Posted 12 May 2011
The Ifbyphone Widget integrates call handling, management, and other functionalities into the Zendesk platform.
Speech Technology Digest,
Posted 04 May 2011
New delivery method promises to revolutionize an organization's ability to instantly extract customer intelligence.
Speech Technology Digest,
Posted 03 May 2011
The latest version of Virtual Observer features a new Web interface, enhanced analytics, and quality optimization tools.
Speech Technology Digest,
Posted 03 May 2011
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
Editor's Letter,
Posted 01 May 2011
Feature,
Posted 01 May 2011
Price and flexibility are encouraging corporations to switch from premises-based solutions
Cover Story,
Posted 01 May 2011
Tech vendors get acquired. What can your organization do to protect its investments?
Feature,
Posted 01 May 2011
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
WFO market forecast to post healthy growth in the near term
FYI,
Posted 01 May 2011
PCI Security Standards Council releases document titled "Protecting Telephone-Based Payment Card Data Information Supplement"
FYI,
Posted 01 May 2011
Pinal County speeds service and cuts costs by switching from a hosted to an on-premises contact center suite
Deployments,
Posted 01 May 2011
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Deployments,
Posted 01 May 2011
How to sort out requirements for outsourcing your IVR
Inside Outsourcing,
Posted 01 May 2011
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
New app lets users communicate with agents via text to a live agent or IVR.
Speech Technology Digest,
Posted 26 Apr 2011
A new survey by Nuance signals the need for integrated inbound/outbound and multichannel platform solutions.
Speech Technology News Features,
Posted 20 Apr 2011
iCall is a feature-rich, streamlined approach to automated outbound call processing.
Speech Technology Digest,
Posted 20 Apr 2011
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 localizes its Virtual Assistant for U.K. English, releases an Android app.
Speech Technology Digest,
Posted 08 Apr 2011
Contact center software enhancements support mobile and multimedia customer interactions.
Speech Technology News Features,
Posted 04 Apr 2011
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
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
The solution brings unified communications, contact center, and VoIP capabilities to the SMB space.
Speech Technology Digest,
Posted 21 Mar 2011
The voice-enabled solution is the first customer care solution developed specifically for the smartphone.
Speech Technology News Features,
Posted 21 Mar 2011
New resource helps merchants and service providers understand and implement PCI DSS requirements for voice recordings.
Speech Technology News Features,
Posted 18 Mar 2011
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
The offering is the company's next-generation hosted solution for inbound and outbound call center management.
Speech Technology Digest,
Posted 14 Mar 2011
DMG research shows innovation and growth to continue in the WFO market through 2013.
Speech Technology News Features,
Posted 10 Mar 2011
New system uses speaker recognition to identify agents on call recordings.
Speech Technology News Features,
Posted 01 Mar 2011
The company achieves significant milestone reflecting rapid customer adoption of rich phone applications.
Speech Technology Digest,
Posted 01 Mar 2011
Editor's Letter,
Posted 01 Mar 2011
Personalization means more than being on a first-name basis with customers
Cover Story,
Posted 01 Mar 2011
Market Spotlight: Hospitality
FYI,
Posted 01 Mar 2011
Nexidia's QuickStart helps BlueCross BlueShield of Tennessee save more than $1 million a year
Deployments,
Posted 01 Mar 2011
Strong growth prompted the mobile content provider to find a new vendor for a ‘rip-and-replace' system
Deployments,
Posted 01 Mar 2011
Take advantage of today's visual displays and develop consumer product apps
Forward Thinking,
Posted 01 Mar 2011
Ignore it at your own cost
The Business Case,
Posted 01 Mar 2011
Altitude Software, Loquendo, and SpeechVillage have partnered to expand advanced speech self-service offering.
Speech Technology News Features,
Posted 23 Feb 2011
Interactions' HumanTouch Platform will provide next-generation interactive voice response technology for the hotel chain operator.
Speech Technology Digest,
Posted 22 Feb 2011
NICE expands its offerings for compliance recording solutions and value-added applications.
Speech Technology News Features,
Posted 15 Feb 2011
Customer interaction analytics solutions help break down the siloes of data that exist at most organizations.
Sounding Board,
Posted 09 Feb 2011
Partnership helps ensure consistent branding for VHT clients.
Speech Technology Digest,
Posted 08 Feb 2011
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
This latest release includes active directory integration, 64-bit Windows support, and more flexible deployment options.
Speech Technology Digest,
Posted 03 Feb 2011
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
Remote receptionist services provider selects software for its broad feature-set and extensive customization options.
Speech Technology Digest,
Posted 18 Jan 2011
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
SpeechAttendant helps businesses leverage their investments in Avaya communications infrastructure with speech-driven automated attendant solutions.
Speech Technology Digest,
Posted 11 Jan 2011
The company announces VoiceXML 2.1 certification for its Holly Voice Platform 5.1.
Speech Technology Digest,
Posted 11 Jan 2011
Editor's Letter,
Posted 05 Jan 2011
The rules of writing also apply to script design.
Interact,
Posted 05 Jan 2011
An all-in-one IP communications software suite helps Dialogue Marketing consolidate infrastructure.
Deployments,
Posted 05 Jan 2011
Many questions need to be asked to reach the right conclusion.
Inside Outsourcing,
Posted 05 Jan 2011
The new solution provides a voice broadcasting service via VoIP.
Speech Technology Digest,
Posted 04 Jan 2011
The full suite of Calabrio call recording and quality management solutions now are compliant with Avaya Aura
Speech Technology Digest,
Posted 15 Dec 2010
This 100 percent software-based solution doesn't rely on specific call control protocols.
Speech Technology Digest,
Posted 15 Dec 2010
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
The program's goal is to help customers meet business objectives quickly and reliably.
Speech Technology Digest,
Posted 08 Dec 2010
PharmMD chooses CosmoCall Universe to power pharmaceutical consultation services for consumers.
Speech Technology Digest,
Posted 08 Dec 2010
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, 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 Recording System 2010 fully supports Cisco Unified Communications Manager 8.0,
Speech Technology Digest,
Posted 29 Nov 2010
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'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
Former Cognos VP of North American sales joins Interactions, leads corporate growth efforts.
Speech Technology Digest,
Posted 18 Nov 2010
Solution designed to streamline communications for contact center agents and business users.
Speech Technology Digest,
Posted 18 Nov 2010
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
Call recording and interaction management application is compatible with key Avaya contact center and IP telephony solutions.
Speech Technology Digest,
Posted 16 Nov 2010
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
Upgraded call center infrastructure helps secure government contracts for the disabled.
Speech Technology Digest,
Posted 16 Nov 2010
Release coincides with two other new products: Intelligent QM and Intelligent Coaching.
Speech Technology News Features,
Posted 12 Nov 2010
New versions strengthen enterprise call recording performance with expanded scalability and increased cost efficiencies.
Speech Technology Digest,
Posted 11 Nov 2010
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's AsterUVX brings open-source telephony to enterprise level for small and midsize call centers.
Speech Technology Digest,
Posted 08 Nov 2010
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
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
The new Angel Mobile solution will be offered with the Angel 4 Platform.
Speech Technology News Features,
Posted 01 Nov 2010
A SpeechTEK Europe session showed the appeal of the technology.
Feature,
Posted 01 Nov 2010
Companies need to balance cost savings with customer service when determining the success of a speech system.
Feature,
Posted 01 Nov 2010
Has two years improved voice verification growth?
Voice Value,
Posted 01 Nov 2010
A transitioning IVR market gives buyers negotiating power.
The Business Case,
Posted 01 Nov 2010
Avi Silber is expected to build on the growth and success of leading call center technology.
Speech Technology Digest,
Posted 27 Oct 2010
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
Pronexus' IVR toolkit will help PAS develop upgrades to its employee payroll application.
Speech Technology Digest,
Posted 21 Oct 2010
Israeli outsourcer Milgam uses Virtual Call Center to improve collections for utilities and local authorities.
Speech Technology Digest,
Posted 19 Oct 2010
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
Many business problems can be solved using cloud-hosted speech search and cloud-based storage technology.
Sounding Board,
Posted 06 Oct 2010
Call recording software delivers public safety, SIP recording enhancements.
Speech Technology Digest,
Posted 06 Oct 2010
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
Customers will benefit from a unified, multichannel view of customer experiences and behaviors.
Speech Technology News Features,
Posted 29 Sep 2010
New professional service offering helps companies achieve maximum operational benefits of speech analytics.
Speech Technology Digest,
Posted 28 Sep 2010
Convergys voice solutions will be installed at the hospital trust.
Speech Technology Digest,
Posted 23 Sep 2010
The product includes new predictive dialer, quality monitoring, and screen recording solutions.
Speech Technology Digest,
Posted 21 Sep 2010
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
IMG 1010 Gateway receives DevConnect Certification with key Avaya Voice Portal and Avaya Aura SIP solutions.
Speech Technology Digest,
Posted 20 Sep 2010
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
New feature gives small and midsize businesses an effective tool for improving performance.
Speech Technology Digest,
Posted 15 Sep 2010
The companies join forces in hopes of improving the customer experience.
Speech Technology News Features,
Posted 13 Sep 2010
Provider of on-demand call center software now processes more than 90 million telephone calls per month.
Speech Technology Digest,
Posted 09 Sep 2010
The company hopes to serve more midmarket customers.
Speech Technology News Features,
Posted 08 Sep 2010
Company's Impact 360 recording software supports global customers in compliance, sales verification, and quality.
Speech Technology Digest,
Posted 08 Sep 2010
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
New SourceTrak suite of solutions includes call routing, call recording, voice dialogues, and more.
Speech Technology Digest,
Posted 01 Sep 2010
Journalist Emily Yellin's opening keynote brought home the need to consider users when designing an IVR.
FYI,
Posted 01 Sep 2010
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 Eureka helps organizations secure customer and agent interactions with new enhanced security for transcription and audio playback.
Speech Technology Digest,
Posted 27 Aug 2010
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
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
The solution can deliver a comprehensive multimedia service via phone, text message, email and Twitter.
Speech Technology Digest,
Posted 17 Aug 2010
Acquisition leads Astute to leverage new search capabilities with its existing system.
Speech Technology News Features,
Posted 12 Aug 2010
The company launches advanced call-treatment and routing features to host or augment users' PBXs.
Speech Technology Digest,
Posted 05 Aug 2010
The solution lets businesses find prebuilt IVR applications developed with Pronexus' VB Voice.
Speech Technology Digest,
Posted 04 Aug 2010
This rapid deployment extends UTOPY's reach into the healthcare industry.
Speech Technology Digest,
Posted 29 Jul 2010
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
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
Web-based analytics and reporting tool provides actionable insights in the contact center.
Speech Technology Digest,
Posted 27 Jul 2010
Speech-driven automated attendant solution transforms corporate directories into productivity tools.
Speech Technology Digest,
Posted 22 Jul 2010
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
New management team and customer deployment announced.
Speech Technology Digest,
Posted 20 Jul 2010
Centuri Messenger application to be integrated with NetBorder Express.
Speech Technology Digest,
Posted 19 Jul 2010
The companies will focus on West's Insight Customer Intelligence solution.
Speech Technology News Features,
Posted 14 Jul 2010
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 gives employees a personal assistant and access to speech recognition applications for on-the-go messaging.
Speech Technology Digest,
Posted 08 Jul 2010
Voicemail management tool keeps agents focused on consumer interactions and ensures compliant messages on all calls.
Speech Technology Digest,
Posted 08 Jul 2010
Along with expanding its hosted interactive solutions, the company launches new mobile marketing Web site.
Speech Technology Digest,
Posted 07 Jul 2010
The deployment will allow for a third level of authentication in the West at Home Service.
Speech Technology News Features,
Posted 30 Jun 2010
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
The two firms bring solutions together in one suite for enterprise customers.
Speech Technology News Features,
Posted 29 Jun 2010
IQ OnDemand application also interfaces with CRM systems.
Speech Technology News Features,
Posted 28 Jun 2010
UTDi is the latest reseller to sign with call center solutions provider.
Speech Technology Digest,
Posted 22 Jun 2010
QuickFuse eliminates the need for coding, creating a truly accessible voice application solution.
Speech Technology Digest,
Posted 22 Jun 2010
Services can be accessed without calling a call center agent.
Speech Technology News Features,
Posted 17 Jun 2010
New partnership expands options for Genesys customers in the United Kingdom.
Speech Technology Digest,
Posted 15 Jun 2010
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
On-demand delivery of self-pay solutions addresses concerns about changing regulatory and economic landscape.
Speech Technology Digest,
Posted 15 Jun 2010
Listening to what your callers and applications are telling you makes all the difference.
Sounding Board,
Posted 14 Jun 2010
By combining services, both companies expect to optimize customer service.
Speech Technology News Features,
Posted 10 Jun 2010
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
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
New version of Convergys solution dramatically enhances every customer service interaction
Speech Technology Digest,
Posted 08 Jun 2010
The virtual agent provider hopes to reduce costs and management overhead by partnering with Voxeo.
Speech Technology News Features,
Posted 28 May 2010
A Google record of contact data pops to the desktop or mobile screen when contacts call.
Speech Technology Digest,
Posted 27 May 2010
Nuance is one of the first to achieve VoiceXML 2.1 compliance.
Speech Technology Digest,
Posted 26 May 2010
Company successfully completes testing with Motorola's Dimetra platform.
Speech Technology Digest,
Posted 26 May 2010
The deal will deliver call recording and emergency response solutions to a wider breadth of customers.
Speech Technology Digest,
Posted 24 May 2010
Call recording vendor recognized for its successful work with ShoreTel customers and platform.
Speech Technology Digest,
Posted 20 May 2010
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
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
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
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
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
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's MRCP Server is interoperable with the UAP 8100 platform from telecommunications provider Huawei.
Speech Technology Digest,
Posted 13 May 2010
Israeli bank selects an IVR system based on the Genesys Voice Platform.
Speech Technology Digest,
Posted 10 May 2010
Contact center solution enables multichannel customer interactions with consistent end-to-end user experience.
Speech Technology News Features,
Posted 06 May 2010
Partnership brings CallCopy customers a built-in phonetic speech search capability.
Speech Technology Digest,
Posted 06 May 2010
New billing and customer care solutions are available for the energy and utility markets.
Speech Technology Digest,
Posted 04 May 2010
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
Avaya now holds nearly half of the total market share.
FYI,
Posted 03 May 2010
A call recording and monitoring solution brings out the best in agents and managers.
Deployments,
Posted 03 May 2010
The draft standard is out there; now let's provide the feedback.
Forward Thinking,
Posted 03 May 2010
Discussions of CCXML lead to a battle of the ages.
Industry View,
Posted 03 May 2010
Some job titles are better outsourced overseas than others.
Inside Outsourcing,
Posted 03 May 2010
NASCAR fans get a single toll-free, self-service number for tickets and race information.
Speech Technology News Features,
Posted 29 Apr 2010
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
Numerous search options and stereo recording for speech analytics are being offered at no additional cost.
Speech Technology Digest,
Posted 28 Apr 2010
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
New IP Call Recorder 2.0 is now available for immediate download,
Speech Technology News Features,
Posted 27 Apr 2010
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
Enhancements include SIP trunk recording, speech analytics, on-demand licensing, and multilanguage support.
Speech Technology Digest,
Posted 21 Apr 2010
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
Ydilo joins forces with Nexidia to bring speech analytics capabilities to the Iberian and Latin American markets.
Speech Technology Digest,
Posted 19 Apr 2010
The solution integrates CRM and intelligent routing to give users a history of interactions with callers.
Speech Technology Digest,
Posted 19 Apr 2010
Cisco's Collaboration Portfolio provides turnkey managed service for global enterprises.
Speech Technology News Features,
Posted 16 Apr 2010
The company's unified communications applications are compatible with Avaya Aura Application Enablement Services.
Speech Technology Digest,
Posted 14 Apr 2010
VoIP-based automated telephone apps can be quickly deployed using Microsoft .NET languages.
Speech Technology Digest,
Posted 14 Apr 2010
New customer service suite includes all the tools to manage customer conversations across channels and time.
Speech Technology News Features,
Posted 14 Apr 2010
The U.K. VoIP service provider expands offerings for customers and channel partners.
Speech Technology Digest,
Posted 14 Apr 2010
New release of Call Progress Analysis engine improves outbound call accuracy and facilitates international deployments.
Speech Technology News Features,
Posted 13 Apr 2010
Multiple transcription options offer flexibility in quality, price, and functionality.
Speech Technology Digest,
Posted 13 Apr 2010
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
Alliance significantly increases PerSay's ability to deliver its voice biometrics products globally.
Speech Technology Digest,
Posted 07 Apr 2010
New addition to the Cx Solutions Suite enables more personalized customer engagements to multiply customer lifetime value.
Speech Technology Digest,
Posted 07 Apr 2010
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
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
The deal extends the availability of virtual queuing solutions.
Speech Technology Digest,
Posted 30 Mar 2010
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
Pay-as-you-go pricing, worldwide phone numbers, and conference call API round out the offerings.
Speech Technology Digest,
Posted 17 Mar 2010
Partnership will deliver relationship management solutions to customer-intensive entities to drive superior customer experience.
Speech Technology Digest,
Posted 17 Mar 2010
Sunflower Communications tolls out premier hosted contact center services in former Soviet republics.
Speech Technology Digest,
Posted 17 Mar 2010
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
Latest enhancements to Talkument and Tracer solutions help drive cost savings and improve contact center performance
Speech Technology Digest,
Posted 16 Mar 2010
The alliance will provide customer experience-enhancing relationship management solutions to the Mexican market.
Speech Technology Digest,
Posted 09 Mar 2010
Low-cost solutions could make a contribution.
FYI,
Posted 08 Mar 2010
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
Consider the IVR avoiders as well as the supporters.
Interact,
Posted 08 Mar 2010
Caller data is needed to make personalization perfect.
Inside Outsourcing,
Posted 08 Mar 2010
But companies and IT have different ideas about using the technology.
The Business Case,
Posted 05 Mar 2010
Setting the standard for determining what a caller wants
Forward Thinking,
Posted 05 Mar 2010
Solution is capable of supporting millions of outbound calls per day.
Speech Technology Digest,
Posted 02 Mar 2010
The speech vendor also has joined Microsoft's Windows Embedded Partners Program.
Speech Technology Digest,
Posted 02 Mar 2010
Offering includes TTS, call recording, call routing, and a virtual receptionist.
Speech Technology Digest,
Posted 02 Mar 2010
UTOPY Sales Improvement and UTOPY Collections Optimization Promise to increase revenue and enhance the customer experience Simultaneously
Speech Technology Digest,
Posted 24 Feb 2010
I6NET makes Loquendo technology available for Asterisk platforms through VXI* VoiceXML browser connector.
Speech Technology Digest,
Posted 24 Feb 2010
Call recording solutions provider is now accepting applications for U.K. telecom resellers.
Speech Technology Digest,
Posted 18 Feb 2010
New IVP version promises to deliver intelligent self-service and multimodal, visual IVR support.
Speech Technology Digest,
Posted 17 Feb 2010
Understanding customer behavior is important no matter the medium of choice.
Sounding Board,
Posted 16 Feb 2010
Nectar expands SaaS offerings with Tellme partnership.
Speech Technology Digest,
Posted 16 Feb 2010
Nuance Mobile Care extends self-service capabilities through partnership.
Speech Technology Digest,
Posted 16 Feb 2010
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
Technologies and services combined to allow for a deeper analysis of call center interactions.
Speech Technology News Features,
Posted 29 Jan 2010
Voxeo partners with UK-based PM3 to drive adoption rate of multichannel self-service solutions.
Speech Technology Digest,
Posted 27 Jan 2010
Deal lets enterprises of all sizes build portable, Asterisk-based applications.
Speech Technology Digest,
Posted 20 Jan 2010
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
Russ Zilles is named president & COO; Mike Burke named CTO.
Speech Technology Digest,
Posted 19 Jan 2010
TelStar Hosted Solutions announces new ownership and prepares for growth.
Speech Technology Digest,
Posted 15 Jan 2010
83% of consumers attribute some part of a bad customer service experience to live agent interactions.
Speech Technology News Features,
Posted 15 Jan 2010
Pimp my IVR through personalization.
FYI,
Posted 10 Jan 2010
DMG's 2009-2010 Speech Analytics Market Report predicts increases through 2013.
FYI,
Posted 10 Jan 2010
Ninety-seven percent still retain credit card information in call recordings.
FYI,
Posted 10 Jan 2010
Outbound IVR saves Go Configure $70,000 in its first year.
Deployments,
Posted 10 Jan 2010
Lessons learned from some past speech deployment mistakes.
Interact,
Posted 10 Jan 2010
The new generation requires a new form of personalization.
Inside Outsourcing,
Posted 10 Jan 2010
The service offers call answering, call routing, voicemail integration, company directory, and more.
Speech Technology News Features,
Posted 18 Dec 2009
UK customers can now add SMS, IM, and mobile Web to existing voice and IVR applications.
Speech Technology Digest,
Posted 15 Dec 2009
Organizations can measure agent performance and ensure regulatory compliance, exceptional customer service and support.
Speech Technology Digest,
Posted 08 Dec 2009
Joint venture will deliver advanced contact center applications suite over IP communications platform.
Speech Technology Digest,
Posted 01 Dec 2009
Company will resell, implement, and support Utopy solutions in the Philippines.
Speech Technology Digest,
Posted 24 Nov 2009
Deal seeks to combat fraud and identity theft in the contact center.
Speech Technology Digest,
Posted 23 Nov 2009
New communications device offers an affordable, simple alternative to IP desk phones.
Speech Technology News Features,
Posted 16 Nov 2009
Speech analytics firm teams with performance management expert for agent-level improvement.
Speech Technology Digest,
Posted 09 Nov 2009
New features include robust reporting, reseller portal, and API advances.
Speech Technology News Features,
Posted 20 Oct 2009
New product lets 9-1-1 call centers mine recorded calls, spot trends quicker.
Speech Technology News Features,
Posted 09 Oct 2009
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's first ever European event
Speech Technology Digest,
Posted 28 Aug 2009
New targeted coaching application is powered by the Web 2.0 Speech Analytics platform.
Speech Technology Digest,
Posted 30 Jul 2009
Evolv joins tens of thousands of Voxeo customers realizing cost savings with flexible, automated voice applications.
Speech Technology Digest,
Posted 03 Jun 2009
The company promises carriers more for less with a new sales model.
Speech Technology News Features,
Posted 20 Apr 2009
Breaking into your customer-service operation may be easier than you think, but it doesn't have to be.
Sounding Board,
Posted 20 Apr 2009
Nuance will be providing MetroPCS with its on-device self-service solution.
Speech Technology News Features,
Posted 08 Apr 2009
TelStrat launches a speech analytics component for its call center solution.
Speech Technology News Features,
Posted 02 Apr 2009
Business processes blend with communications to boost revenue, decrease costs, and enhance customer satisfaction.
Speech Technology Digest,
Posted 27 Mar 2009
Virtual Attendant and Virtual Assistant will rely on Loquendo speech engines.
Speech Technology Digest,
Posted 27 Mar 2009
CallCopy addresses MIPAA compliance issues with new update.
Speech Technology News Features,
Posted 26 Mar 2009
His ascension follows the resignation of former president Michael Zirngibl.
Speech Technology News Features,
Posted 23 Mar 2009
An accelerated ROI program aims to help companies invest in speech during tough economic times.
Speech Technology News Features,
Posted 18 Mar 2009
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
800 PBX launches new IVR solution aimed at automating local pizzerias.
Speech Technology News Features,
Posted 12 Mar 2009
Speech experts debate the future of contact centers as Voice Search 2009 draws to a close.
Speech Technology News Features,
Posted 05 Mar 2009
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 today announced a new partnership to provide fully integrated, end-to-end trial services for Adaptive Audio.
Speech Technology Digest,
Posted 17 Feb 2009
Romtelecom integrates NICE SmartCenter solutions for improved customer service levels and operational efficiency in contact centers.
Speech Technology Digest,
Posted 17 Feb 2009
Three tech firms team up to build a lifelike, natural language-based digital assistant.
Speech Technology News Features,
Posted 09 Feb 2009
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
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
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
Interaction Monitor helps contact centers and enterprises improve operational efficiencies and increase reliability.
Speech Technology Digest,
Posted 03 Feb 2009
New voice-optimized data entry, application function commands and navigation now available.
Speech Technology Digest,
Posted 02 Feb 2009
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
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
Braxtel's new open source Contact Q contact center solution builds on Digium's Asterisk telephony platform.
Speech Technology Digest,
Posted 29 Jan 2009
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
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
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
On-demand call center software vendor announces general availability of its new software release.
Speech Technology Digest,
Posted 20 Jan 2009
Speech analytics product to be integrated with digital voice and management systems.
Speech Technology Digest,
Posted 16 Jan 2009
Users of TouchLogic's solutions can offer electronic payment options during automated voice messaging campaigns.
Speech Technology Digest,
Posted 13 Jan 2009
Company adds artificial intelligence to intelligent IVR applications.
Speech Technology Digest,
Posted 12 Jan 2009
Company's new service gives business intelligence without the high price tag.
Speech Technology News Features,
Posted 12 Jan 2009
CALLERExpress provides on-demand voice applications for healthcare providers and their patients.
Speech Technology News Features,
Posted 07 Jan 2009
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
New service lets customers enter and track service issues online.
Speech Technology Digest,
Posted 26 Dec 2008
Pat Mustico joins the staff at the systems integrator of call center automation solutions.
Speech Technology Digest,
Posted 26 Dec 2008
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
New service offers biometrically authorized payments via phone.
Speech Technology News Features,
Posted 16 Dec 2008
VimpelCom to leverage NICE Systems for improving business performance in VoIP contact centers.
Speech Technology Digest,
Posted 16 Dec 2008
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
Voice platform provider expands solutions for enterprise and mobile carriers and extends its European footprint
FYI,
Posted 09 Dec 2008
SpeechStorm unveils visual IVR applications that add a new dimension to the caller experience.
Speech Technology News Features,
Posted 08 Dec 2008
Call center provider of education-sector support uses Five9 to deliver service.
Speech Technology Digest,
Posted 03 Dec 2008
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
Company will add NICE recording and quality management solutions and integrate with existing NICE workforce management solution.
Speech Technology Digest,
Posted 01 Dec 2008
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
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
Partnership will result in the development of South-African English and Afrikaans for teliSpeech Recognizer.
Speech Technology Digest,
Posted 21 Nov 2008
Companies expand their public-sector partnership to provide voice automation solutions to the enterprise sector.
Speech Technology Digest,
Posted 21 Nov 2008
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
Vicorp introduces a new speech self-service solution portfolio focused on credit card fraud prevention.
Speech Technology News Features,
Posted 19 Nov 2008
NEC Unified IP Communications solution UNIVERGE 360 is offered nationwide through an agreement with Premier Healthcare Alliance.
Speech Technology Digest,
Posted 18 Nov 2008
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
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
Introduces Silver, Gold and Platinum Editions to drive cost reduction, multichannel automation, IVR, and speech application optimization.
Speech Technology Digest,
Posted 13 Nov 2008
Options promise to help enterprises add communications capabilities for long-term growth amid economic turmoil.
Speech Technology Digest,
Posted 12 Nov 2008
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
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
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
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
Combination of Alivox and I6NET technologies enable multilingual voice and video response platforms for IP/3G telephony.
Speech Technology Digest,
Posted 06 Nov 2008
Global Connect selects Payment Vision to offer payment gateway services to customers of its voice messaging system.
Speech Technology Digest,
Posted 05 Nov 2008
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
Unprecedented program assures customers of a return on investment with a clear performance guarantee.
Speech Technology Digest,
Posted 31 Oct 2008
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 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
System creates voiceprint database to stop credit card fraud and identity theft.
Speech Technology News Features,
Posted 16 Oct 2008
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
A new partnership will help marketers expand into mobile channels.
Speech Technology News Features,
Posted 13 Oct 2008
Financial services firm moves from a self-hosting to a shared IVR system.
Speech Technology News Features,
Posted 06 Oct 2008
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
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 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, 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 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, 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 announced Friday the release of a new Web-native voice application development tool.
Speech Technology News Features,
Posted 24 Dec 2007
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'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
A Florida triple-play provider doubles self-service and splits transfers between agents in half with a speech application.
Deployments,
Posted 01 Jun 2007
Consumer products manufacturer cuts hold times in half with a new IVR.
Deployments,
Posted 01 Jun 2007
Adjust audio responses based on caller preferences and more.
Voice Value,
Posted 01 Jun 2007
In IVR design, it should be about finding the right voice, not the right character.
Feature,
Posted 01 Jun 2007
The latest technology goes beyond simple audio mining for words and phrases.
Feature,
Posted 01 May 2007
When implementing a speech solution, everyone needs to be on the same page
Feature,
Posted 01 May 2007
After deploying an IBM/Fluency speech system, an insurance broker saw a 20 percent drop in misdirected calls
Deployments,
Posted 01 May 2007
The latest speech application development tools allow programmers to incorporate video applications as well.
Feature,
Posted 01 May 2007
Members of the audio search and mining industry find a voice for search.
Feature,
Posted 01 Apr 2007
City's transit authority rolls out IVR to handle basic bus information.
Deployments,
Posted 01 Apr 2007
South African Airways improves customer service with upgraded IVR.
Deployments,
Posted 01 Apr 2007
TNZ takes its IVR by the helm and steers clear of bad customer experiences.
Deployments,
Posted 01 Apr 2007
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
When dealing with a machine, it shouldn't sound too much like a human
Feature,
Posted 01 Mar 2007
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
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
Prerecorded marketing boosts an NBA team's game attendance
Deployments,
Posted 01 Mar 2007
Automated call solution has led to $70,000 in additional service department revenue
Deployments,
Posted 01 Mar 2007
Survey results make the customer call center the talk of nearly 179 million people
Deployments,
Posted 01 Mar 2007
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
Altura designs and implements a VoIP network for Michigan health system.
Deployments,
Posted 30 Jan 2007
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
Travelodge multiplies occupancy rates with 24/7 phone bookings.
Deployments,
Posted 09 Nov 2006
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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 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
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
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
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
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
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
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
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
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-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
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
"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
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
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 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 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 of Apptera, explains that "the phone is really the most effective and convenient channel for delivering service."
Q & A,
Posted 01 Feb 2005
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
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