| Category: Call Centers |
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CallCommand Changes Name to OneCommand
CallCommand, provider of integrated communications solutions, announced Monday that it has renamed itself to OneCommand. The new name is meant to indicate the company's focus on unified communications and customer retention in its core automotive dealer market.
Industry News,
Posted 02 Jan 2008
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Voxeo Releases Designer 8
Voxeo announced Friday the release of a new Web-native voice application development tool.
News Feature,
Posted 24 Dec 2007
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Mood Rings Are Back
Consumer products manufacturer cuts hold times in half with a new IVR.
Deployments,
Posted 01 Jun 2007
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Bringing Video to the Voice Arena
The latest speech application development tools allow programmers to incorporate video applications as well.
Feature,
Posted 01 May 2007
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On Good Speaking Terms
When dealing with a machine, it shouldn't sound too much like a human
Feature,
Posted 01 Mar 2007
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Hosted Speech: Trend or Foe?
A roundtable discussion with members of the hosted speech community reveals the benefits and concerns with a hosted speech solution
Feature,
Posted 01 Mar 2007
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Gartner Eyes IVR and EVP Vendors
Gartner in December revealed its "Magic Quadrant for IVR and Enterprise Voice Portals," earmarking Avaya, Genesys Telecommunications Laboratories, Nortel, and Intervoice as leaders of the market.
FYI,
Posted 30 Jan 2007
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Automation Nation: How to Build Buy-In
The overwhelming attention received by Paul English's www.gethuman.com Web site and the Citi Simplicity TV ads encouraging callers to "Press 0 to speak to a live person— anytime" suggest there is growing resentment against companies implementing automated phone systems simply to cut costs.
Feature,
Posted 09 Nov 2006
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Speech in Multichannel Customer Service
It has been a longstanding debate: Do you spend a lot of money on high-quality customer service, or risk upsetting customers with a low-cost approach? The answer, which is not always simple, may require a blend of both, as more companies are including speech-self service as part of their multichannel customer service initiatives.
Feature,
Posted 12 Sep 2006
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Ivy League IVR
Respect-it can be a difficult, yet highly desirable value to attain. Most people want respect; it's a basic human motivation to be treated with dignity.
Cover Story,
Posted 12 Sep 2006
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Natural Language Processing: The Next Steps
Speech interfaces in which users respond in their own words to open-ended prompts like "How may I help you?" are becoming more and more widely deployed. They are most frequently used in routing applications where the application's task is to identify the topic of the users' requests and transfer them to another part of the system where their requests can be addressed.
Feature,
Posted 12 Sep 2006
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Keith Ward, Chief Technology Officer, Product Support Solutions
Speech Technology Magazine sat down with Keith Ward, CTO of Product Support Solutions, to discuss the latest issues surrounding migration, technology advantages with next generation platforms as well as some of the company's customers.
Q & A,
Posted 20 Jun 2006
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Speech Applications Security: Protecting Your Business and Your Customers From Hackers
With unauthorized access to and theft of customer information on the rise, speech-enabled customer care systems present a new set of security parameters for companies to address. If ignored, a security breach in these systems could be devastating from both an economic and customer trust and loyalty perspective.
Cover Story,
Posted 01 Mar 2006
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Speech Technology: Finally, a Competitive Necessity
Innovative technologies that are eventually successful follow a typical timeline. The capabilities and markets are over-stated in early stages as struggling start-ups try to make a case to investors and the press, leading to over-hype and disappointment. The core technology improves, and several early applications are identified where the use of the technology is particularly needed and is cost-effective, providing a base for growing businesses. Core technology continues to improve, making possible more marketable applications, but moving out…
Feature,
Posted 01 Jan 2006
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Workshop on Making Speech Mainstream: Problems and 10 Recommendations
Introduction: The Workshop for Speech Executives at SpeechTEK 2005, speech industry executives gathered in a three hour workshop to discuss how to bring speech technology into the mainstream. The workshop attendees included executive representatives from speech users, service providers, platform providers, software providers and tool providers. Intel's Tim Moynihan organized and moderated the session. …
Feature,
Posted 07 Nov 2005
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The Battle for Speech Recognition Market Dominance
The contact center speech recognition market is maturing, but it is far from slowing down. On the contrary, it’s experiencing an upswing in sales that it hasn’t seen for at least three or four years. This market is consolidating, making room for a variety of new entrants and is finally growing in port size. According to Steve Cramoysan of Gartner DataQuest, “preliminary analysis of the 2004 speech recognition market reveals an overall growth in port…
Feature,
Posted 07 Nov 2005
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Capitalize on Customer Conversations with Speech Analytics
For years, speech analytics have been used worldwide by security organizations to help government agencies identify potential risks and threats. In the past two years, contact centers have begun to use speech analytics applications to capture and structure customer communications. The applications analyze the structured data to identify customer trends and insights for the purpose of improving service quality, customer satisfaction, and generating new revenue. …
Feature,
Posted 30 Aug 2005
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