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Smart Customer Service
February 01, 2005
Q & A
Gordon Renton of Speegle
Gordon Renton of Speegle explains how search is a fundamental tool, but at present the user needs to change focus to use it and under the pressure of time constraints, an alternative could save a lot of time, and how speech is part of this alternative solution.
Rich Geruson, CEO, VoiceSignal
Rich Geruson, CEO of VoiceSignal, explains that "end-users are interested in the simplification that voice provides to the whole mobile experience, including one-step access to any command on the menu."
Dan Miller, analyst, Opus Research
Dan Miller, analyst at OPUS Research, explains that Service Automation Expo attendees will learn what their counterparts in a cross-section of industries are doing to upgrade their self-service infrastructures including plans to upgrade their IVRs, implement more advanced TTS, speaker verification and ultimately natural language understanding (NLU).
Larry Miller, CEO and President, TuVox
Larry Miller, CEO and president of Tuvox, explains that "if you can build and deliver a better speech application, the consumer adoption will follow."
Marketta Silvera, CEO, Apptera
Marketta Silvera, CEO of Apptera, explains that "the phone is really the most effective and convenient channel for delivering service."
Peter Leppik, CEO, Vocalabs
Peter Leppik of Vocalabs explains how and why Gourmet Customer Service - service which goes beyond the bare minimum to actually make the customer feel valued and special - is critical in today's competitive environment.
John Cameron, Chairman, Unveil
John Cameron, chairman of Unveil, explains, "While cost reduction is clearly a driving factor in the purchase of speech recognition, we are seeing an increased emphasis on caller satisfaction."
Chuck Buffum and Jeff Scheel of Vocent
Blade Kotelly, head of the Edify Design Collaborative
Blade Kotelly of Edify explains how and why it is so easy to keep callers playing along if the designer just makes sure to treat the caller the way they would want to be treated if they had to use that system.
Eileen Rudden, Vice President of the Enterprise Communications Applications Division, Avaya
Eileen Rudden, vice president of the communications applications division of Avaya, explains that the greatest challenge in the speech self-service market is to drive customer adoption to meet their hopes for this technology.
Speech Technology Digest
VDOT Launches Statewide 511 System for Traffic and Travel Information
RICHMOND, Va. - The Virginia Department of Transportation (VDOT) launched the 511 Virginia system.
Vicorp Appoints VP of Marketing & Business Development
Vicorp Group has named Lee Cottle vice president of marketing and business development.
Nuance and Angel.com Team to Deliver Voice Automation Solutions to Small to Mid-Sized Business
MENLO PARK, Calif. & McLEAN, Va. - Nuance forms a strategic relationship with Angel.com to bring voice automation solutions to the small to mid-size business (SMB) market.
BBN Technologies Introduces AVOKE Speech to Text
BBN Technologies released its AVOKE STX speech-to-text system, which converts audio into searchable content.
Loquendo Unveils New VoxNauta Platform Functionalities
TURIN, Italy - Loquendo releases a new development in the VoxNauta platform, which will provide systems integrators with more development freedom.
BeVocal Launches "The ARC Approach"
BeVocal unveiled The ARC Approach, a voice solution delivery model.
Mobeon Teams with Sun to Drive Innovation and Open-Standards for IP Messaging Services
SANTA CLARA, Calif. and STOCKLHOLM, Sweden - Sun Microsystems, Inc. announced an agreement with Mobeon that will utilize Sun Java Enterprise System software and Solaris Operating System.
Muraspec Selects Tele
Muraspec selects Tele
ContactPortal® - a virtual operator that takes, makes, screens and transfers calls using speech recognition.
Voice Web Solutions Releases Grammar Studio 1.0
SEATTLE - Voice Web Solutions released Grammar Studio 1.0, a WYSIWYG grammar editor.
British Telecom Chooses Persay's Speaker Verification Platform
LONDON - British Telecom (BT) has chosen Persay as its speaker verification supplier.
eLoyalty's Contact Center Service Line Gains Momentum
LAKE FOREST, Ill. - eLoyalty Corporation announced that its Contact Center Optimization Solutions (CCOS) Service Line gained momentum in the fourth quarter of 2004.
Angel.Com Releases 'Virtual Call Center'
MCLEAN, Va. - Angel.com launched "Virtual Call Center," a new hosted call center management offering that combines the Angel.com's Interactive Voice Response (IVR) solutions with Web-based Automatic Call Distribution (ACD).
Gold Systems Develops Microsoft Speech Server Application for Lockheed Martin Conference
Lockheed Martin's Information Technology Trends Conference (ITTC) selected Gold Systems to develop its speech-enabled application utilizing Microsoft Speech Server.
VIDA Software Releases Native C++ and Java Natural Interaction API's for Symbian OSTM
BARCELONA - Vida Software released Native C++ Natural Interaction API and the Java Natural Interaction API for Symbian OS.
LogicaCMG and Datria Partner to Bring Voice-Enabled Asset Management to Utility Field Operations
LogicaCMG has teamed with Datria to deliver voice-enabled field service applications to energy and utilities companies in North America.
HTI Voice Solutions Appoints New President and CEO
MARLBOROUGH, Mass. - HTI Voice Solutions, Inc. announced that Peter B. Keenan has been appointed as the company's new president and CEO, succeeding Kenneth B. Brater, who recently retired as HTI's chief executive officer.
Avaya Wins Second Consecutive "Best in Test" Award in IP PBX Competition
BASKING RIDGE, N.J. - Miercom announced that Avaya's Internet protocol (IP) telephony solutions have topped its IP PBX competition for the second time in a row.
Avaya Expands DeveloperConnection Program to Include Systems Integrators, Service Providers and Customers
BASKING RIDGE, N.J. - Avaya Inc. announced it is expanding membership in its DeveloperConnection program for third-party developers in order to drive the creation of innovative business applications for Internet protocol telephony-based networks.
bridgeSpeak Introduces bridgeSpeak Automotive Retail (AR) 1.1
MADISON HEIGHTS, Mich. - bridgeSpeak LLC announced the release of bridgeSpeak AR 1.1, a vertically integrated communication system for automotive dealerships.
AudioCodes and Vail Systems Partner with Microsoft to SIP Enable Microsoft Speech Server 2004
SAN FRANCISCO and LOD, Israel - AudioCodes and Vail Systems offer SIP-enabled product bundles to enable Microsoft Speech Server 2004 deployments.
Loquendo and Oration SA Sign VAR Agreement
TURIN, Italy and ATHENS, Greece - Loquendo announced that it has entered into an agreement with Oration SA.
Wayfinder, Tele Atlas and ScanSoft Team to Speech-Enable Personal Navigation on Mobile Devices
CANNES, France - ScanSoft, Inc., Tele Atlas, and Wayfinder announced a three-way partnership to deliver a speech-enabled personal navigation system accessible from a mobile device in a vehicle or on foot.
MacSpeech Releases ScriptPak for TaxCut 2004
SALEM, N.H. - The ScriptPak includes over 40 commands that allow users to access the features of TaxCut 2004 with their voice when using MacSpeech's iListen program.
Apptera Introduces v-Business Solutions for the Enterprise
SPEECHTEK WEST 2005 - Apptera released
-Business Solutions for the worldwide enterprise market.
AAA of Minnesota/Iowa Selects Avaya Speech Self-Service for Contact Center Operations
BASKING RIDGE, N.J. and MINNEAPOLIS/ST. PAUL, Minn. - AAA of Minnesota/Iowa incorporated Avaya speech self-service applications to help traveling motorists in need, vacationers planning holiday trips and other callers requiring service and information.
CCComplete Chooses AT&T Natural Voices Telephony Server Software for Field Notification
CCComplete has chosen Wizzard Software's offering of AT&T Natural Voices Server Edition Software Development Kit to use in a customized Field Notification Service (FNS).
BellSouth Selects Nortel Contact Center and Speech Solutions
DALLAS - BellSouth Corporation has selected enhanced IP contact center and speech solutions from Nortel for deployment in 22 locations across nine states.
go mobile Selects VoxSurf's Unified Messaging System
LONDON and CANNES, France - go mobile selected VoxSurf's unified messaging platform VxOne.
ScanSoft Launches OpenSpeech Dialog to Deliver Natural, Intelligent Speech Applications
ScanSoft, Inc., a global leader of speech and imaging solutions, (Nasdaq: SSFT), today announced the availability of OpenSpeech® Dialog, its premier dialog manager that enables more efficient, rapid development of intelligent speech applications.
MacSpeech Releases ScriptPak for Entourage 2004
SALEM, N.H. - MacSpeech has released a new ScriptPak for Microsoft Entourage 2004.
Avaya Delivers Management Solutions for Enterprise IP Telephony Networks
LAKE BUENA VISTA, Fla. - Avaya Inc. announced the availability of remote services that enable businesses to monitor and manage their converged Internet protocol telephony networks.
Brooktrout, Vocomo, and MScript Deliver VoiceXML-based Tool for Salesforce Automation
SAN FRANCISCO - Brooktrout Technology, Inc. and Vocomo announced that MScript is using Vocomo's VoiceXML IVR system.
IBM and Teges Partner to Provide Pediatric ICU with Software
IBM will provide Teges, a developer of Web-based information for intensive care units, with IBM WebSphere software that can enable doctors making their rounds to enter or access patient information using speech, a keyboard or handwriting via handheld, slate tablet PCs.
Sensory Introduces Adaptive Artificial Intelligence
Sensory unveils Adaptive Artificial Intelligence for the RSC-4x Family of speech processors.
Market Designs Partners with NetByTel to Expand Speech Recognition Within Travel & Hospitality
Market Designs announced that it is partnering with NetByTel.
Unisys Recognized for Customer Service in the Telecommunications Messaging Market by Frost & Sullivan
BLUE BELL, Pa. - Frost & Sullivan presents Unisys with "2004 Customer Service Award" in enhanced carrier messaging platform category.
Voxeo Completes $2.2 Million Expansion and Upgrade of VoiceCenter IVR Hosting Facilities
Voxeo has completed a multi-million dollar project to expand and enhance its SIP, CCXML, and VoiceXML-based VoiceCenter IVR Hosting capabilities.
TuVox and Genesys Form Strategic Relationship
LOS ALTOS, Calif. and SAN FRANCISCO - TuVox has elevated its participation in the Genesys InterActs Partner Program to become a strategic member.
IXI Mobile Teams with ScanSoft to Provide Voice Interface for Feature Phone Operating System
ScanSoft's VoCon Mobile has been integrated into IXI-Connect OS, a phone operating system enabling device manufacturers to offer an integrated voice user interface.
Pronexus VeoConnect Speech-enabled Auto Attendant Receives Microsoft ISV Certification
Pronexus received ISV (Independent Software Vendor) certification from Microsoft for VeoConnect, its speech-enabled auto-attendant.
Philips Extends Functionality of SpeechMagic for Increased Reporting Workflow Options in Hospitals
VIENNA, Austria - Royal Philips Electronics announced that it has enhanced its speech recognition technology, SpeechMagic.
QualiLife Enhances Solutions with Loquendo Technology
TURIN, Italy - QualiLife integrates Loquendo's multilingual speech technology into its range of solutions.
Empire Medicare Services Call Center Announces Implementation of Part A and Part B Voice Self-Service System from MicroAutomation
MANASSAS, Va. - Empire Medicare Services implemented a voice self-service system installed by MicroAutomation and ScanSoft.
FutureCom Announces Voice Prompt Health Checklist
COLUMBUS - FutureCom Technologies has developed a checklist of things to consider when evaluating the health of your voice prompts.
Wizzard Software Announces Retail Partnership with Health One of Southern Illinois for Rex - The Talking Bottle
PITTSBURGH - Health One of Southern Illinois will be using Rex-The Talking Bottle system in their pharmacy and adding the Rex Starter Kits for personal use to their store shelves.
Eicon Networks and Alliance Systems Announce Partnership
PLANO, Texas - Eicon Networks Corporation and Alliance Systems announced that they have signed a distribution agreement for Alliance Systems to distribute Eicon's Diva Server.
MIR3 Announces the Availability of inAlertCenter
MIR3 announced the availability of inAlertCenter, which enables companies and organizations to consolidate and manage emergency communications during disasters and network outages.
iVoice Deploying Auto Speech Attendant at LaPorte County Government Complex
MATAWAN, N.J. - LaPorte County in Indiana has installed the iVoice Speech Enabled Auto Attendant at its government complex.
BYOBroadcast Selects Brooktrout Technology
DALLAS - BYOBroadcast has selected Brooktrout's TR1000 speech platform for a new automated medical appointment messaging and response service.
Soleo Communications Appoints New VP of Sales
FAIRPORT, N.Y. - Soleo Communications, Inc. appointed Steven R. Bourgeois to vice president of worldwide sales.
CallMiner Announces Agreement With In-Q-Tel for Speech Analytics Technology
FORT MYERS, Fla. - CallMiner Inc. has signed a strategic investment and development agreement with In-Q-Tel, a private venture group funded by the Central Intelligence Agency (CIA).
LumenVox and Vocalocity Partner
SAN DIEGO and ATLANTA - LumenVox and Vocalocity® announced a co-marketing initiative and the general availability of their integrated product solution.
The Plum Group Selects Wizzard Software to Supply AT&T Natural Voices Linux Telephony Version for Plum's VoiceXML IVR Platform
PITTSBURGH - The Plum Group, Inc. selected Wizzard's AT&T Natural Voices for Linux Server Edition Software Development Kit offering for use as a component of Plum's VoiceXML 2.x IVR Platform.
Muraspec Selects Telephonetics
Muraspec selects Telephonetics' ContactPortal® - a virtual operator that takes, makes, screens and transfers calls using speech recognition.
Two Join Kurzweil Education Systems
Kurzweil Educational Systems, Inc. announced the appointment of two additions to its U.S. sales staff.
Avaya Receives Frost & Sullivan's Award for Contact Center Excellence
BASKING RIDGE, N.J. - Avaya Inc. has received the Frost & Sullivan Award for Contact Center End-User Choice in North America based on its survey of senior contact center decision-makers.
NHS Trust Selects Speech Recognition from Tele
HEMEL HEMPSTEAD, England - The Royal Marsden NHS Foundation Trust has chosen the Tele
ContactPortal® to automate its internal and external communications.
Aculab Unveiled the Beta Release of Telephony Interface Manager for Microsoft Speech Server 2004
SAN FRANCISCO - Aculab unveiled the beta release of its telephony interface manager (TIM) for the Microsoft Speech Server 2004.
Clarity Technologies Software Helps Robots Hear and Communicate
AUBURN HILLS, Mich. - CVC® (Clear Voice Capture) technology has been integrated into a newly developed personal robot.
Alcatel's Genesys and Microsoft Deliver Combined Solution
PARIS and REDMOND, Wash. - Genesys Telecommunications Laboratories, Inc. and Microsoft Corp. introduced a new, combined solution that delivers converged enterprise communication services on existing and next-generation infrastructures.
SandCherry and Datria Partner on Voice-Enabled Work Force Management
SandCherry and Datria Systems have teamed to deliver Datria's field service applications for two-way radios using SandCherry's Voice4 Radio platform.
Avaya Updates Interactive Response
From CRM Daily - Avaya's latest version of its speech self-service platform, Interactive Response, incorporates new support for open voice standards and better integration to third party applications.
Vail Systems Releases SIP VoIP Telephony Interface Manager for Microsoft Speech Server 2004
Vail Systems announced Microsoft product certification of its Vail SIP Telephony Interface Manager (TIM) for Microsoft Speech Server 2004.
VoiceAge AMR-WB+ added to VIMIO Mobile Content Distribution Platform
CANNES, France - VoiceAge Corporation and VIMIO Ltd. announced that VoiceAge's AMR-WB+ audio compression coding technology has been selected by VIMIO and integrated into the VIMIO Content Distribution Platform.
Marin County Government Selects Avaya Mobility Solutions
BASKING RIDGE, N.J. and MARIN COUNTY, Calif. - Marin County selected Avaya enterprise mobility solutions for its government employees.
Edify Releases New Consumer Electronics Speech Application
SANTA CLARA, Calif. - Edify Corporation released a new speech application for the consumer electronics industry that uses speech instead of touchtone-based menus.
VDOT Launches Statewide 511 System for Traffic and Travel Information
RICHMOND, Va. - The Virginia Department of Transportation (VDOT) launched the 511 Virginia system.
Water Companies Select Virtual Solution from Fluency
LONDON - South East Water, Sutton & East Surrey Water, Bristol Water and Wessex Water selected Fluency's PaymentCapture speech recognition system.
Telefónica Soluciones Integrates Loquendo Technology in Its Voice Applications Platform
TURIN, Italy - Loquendo and Telefónica Soluciones have signed a partner agreement whereby the Loquendo TTS synthetic speech engine and Loquendo ASR automatic voice recognition technology will be integrated within Telefónica Soluciones' ManagerVox®.
PatentCafe Announces Language-based OSS Patent Search Engine
atentCafe announced the opening of its Open Source Software (OSS) Patent Search Engine for worldwide search access of OSS patents.
System Solutions Selects Brooktrout Products for Unified Communications Server
System Solutions supports Brooktrout's TR1000 speech boards and TR1034 fax boards on its MESSAGEmanager platform.
HearingPlanet Selects Angel.com for Phone-based Hearing Test
HearingPlanet, a retailer of hearing aids, turned to Angel.com to develop a phone-based test to screen individuals for hearing loss.
The 451 Group Releases Report on Growth of Speech Technologies in Enterprise IT
NEW YORK - According to The 451 Group, the next 18 months will be a key period for strategic business decisions affecting the future of major speech vendors, including Genesys, IBM, Intervoice, Microsoft, Nuance and ScanSoft.
Fluency Voice Technology Appoints New CEO
LONDON - Fluency Voice Technology has appointed Philip Padfield as chief executive officer.
OPEX Partners with Broadvox to Offer VoIP Broadband Services
CLEVELAND - OPEX Communications, Inc. will offer Broadvox's VoIP broadband services with a suite of wireless and long-distance service packages.
Nuance and Acapela Partner
Nuance and Acapela Group are teaming to offer international language text-to-speech software for European customers.
VeCommerce Expands Sales Teams in Australia and the UK
VeCommerce Limited announced the expansion of its sales team.
Edify Voice Banking Application Receives Microsoft SALT Certification
SANTA CLARA, Calif. - Edify Voice Banking Application, a packaged speech solution, received formal SALT certification from Microsoft Corporation.
Angel.com Releases Angel Virtual Call Center
Angel.com released the Angel Virtual Call Center, featuring call queuing functionality.
Nexidia Releases NEXminer Enterprise 4.0 for Audio Mining and Speech Analytics
DALLAS - Nexidia announced the availability of its NEXminer Enterprise 4.0 product.
Voice Partners Launches New VUI-Inspired Clothing Line
PALO ALTO, Calif. - Voice Partners launched a new VUI-inspired clothing line.
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