SpeechTechMag.com

Category: Call Centers

SpeechCycle Awarded Patent for Repeat Caller Process

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

Pronexus VBVoice Now Rated Avaya-Compliant

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

West Interactive Releases Upgrade to Holly Voice Platform

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

ResponseTek and CallMiner Form Alliance

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

Castel Communications Selects Voci Technologies to Power Call Center Solution

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

Resolvity Awarded U.S. Patent for ASR Technology

Grammar relaxation technology lowers operating costs in speech recognition-based IVRs.
Industry News, Posted 11 Jan 2012

Avaya Wins U.S. Coast Guard Contract

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

Can Mobile and IVR Coexist?

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

GM Voices Partners With Voxeo

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

Nexidia and Teleopti Partner to Offer Agent Performance Management

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

TriSys Releases IP Call Recording Software

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

Listen to the Voice of the Customer

Editor's Letter, Posted 01 Sep 2011

Suite Evolution Drives Contact Centers

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

How to Know When Your Speech System Is Too Old

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

The Prescription for Speech Delivered at SpeechTEK 2011

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

Fonality Launches Mobile Unified Communications and Contact Center Solution for SMBs

The new application can be delivered via Apple or Android operating systems.
Industry News, Posted 24 Aug 2011

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

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

SpeechCycle and Novauris Partner to Enhance Customer Service Solution

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

VoltDelta OnDemand Enables RightNow Technologies CRM with Contact Center On Demand

VoltDelta's virtual contact center infrastructure is now integrated with RightNow CX Desktops
Industry News, Posted 10 Aug 2011

Next IT Releases ActiveAgent for Live Chat

Virtual Agents let customers scrap costly Web chat.
Industry News, Posted 10 Aug 2011

SpeechTEK 2011 Keynoter David Gergen Calls for Leadership

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

SpeechTEK 2011 Theme: We're Drowning in Data

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

West Releases Managed On-Premises IVR

New offering lets companies use their existing on-site telephony infrastructure.
Industry News, Posted 13 Jul 2011

SpeechCycle Awarded Patent for Spoken Language Understanding

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

Post-Call Survey System Uses Speaker Recognition for Agent Identification

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

Speech Technology Satisfies Various Needs

Editor's Letter, Posted 01 Jul 2011

The 2011 Market Leaders

Cover Story, Posted 01 Jul 2011

Hosted Solutions Slash Cost of Ownership

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

Irrationally Held Truths Take a Toll

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

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Companies: Call Centers

SOFTEL Communications

Talk Technologies, Inc.