May 25, 2011
FYI
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
Industry News
Veena is the new female English-speaking voice with an Indian accent.
Dictation and Search apps are now available in the Korean Apple App Store.
CirriusImpact blends the NICE SmartCenter suite of workforce optimization solutions with Presence Technology solutions.
eVoice lets users capture, play, review, and reference calls made or received on any phone.
Version 4.1 features "bucket brigade" picking capabilities and batch and split assigning.
Five9 to host and resell NICE solutions for quality and workforce management.
Interact
Jeopardy gaffe by IBM's intelligent speaking supercomputer underscores importance of resolving miscommunication
News Feature
SVOX reveals popularity of text-to-speech voices with over 340,000 downloads since engine launch; discovers consumers prefer female text-to-speech voices to male
Customers turning to the Web first, but more than half still end up in the contact center.