Speech Technology Magazine

Speech Technology Vertical Markets Guide
Convergys EMEA
Cambourne Business Park
Cambourne Cambridge CB23 6DN
United Kingdom

PH: +44 (0)1223 705000
FAX: +44 (0)1223 705001
Contact: marketing@convergys.com
Visit their Web site: www.convergys.com
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Articles Mentioned

GIA Predicts Robust Growth for Speech

Speech tech market projected to top $30 billion by 2010, according to Global Industry Analysts.
Speech Technology Digest, Posted 23 Sep 2014

Convergys to Use Voci Speech-To-Text

Convergys Analytics teams with Voci Technologies to automate the categorization of audio survey comments.
Speech Technology Digest, Posted 15 May 2014

The 2013 Market Leaders

Cover Story, Posted 12 Aug 2013 - Fall 2013 Issue

Convergys Calls on Verint and Avaya

Companies to provide WFO and CEM management solutions.
Speech Technology News Features, Posted 24 Apr 2013

The Cross-Channel Experience Challenges the IVR

Companies need to tear down the siloes to make the most of their opportunities.
Speech Technology News Features, Posted 13 Aug 2012

Convergys Names New CEO

Andrea Ayers to succeed Jeff Fox
Speech Technology Digest, Posted 09 May 2012

Can Mobile and IVR Coexist?

Customer interaction technologies should support one another, not compete.
Cover Story, Posted 01 Jan 2012 - January/February 2012 Issue

Can Voice Biometrics Hack Computer Security?

Speech technology can protect customer data against small-scale attacks.
Cover Story, Posted 01 Nov 2011 - November/December 2011 Issue

Tips for a Successful Voice Biometrics Deployment

From vendor selection to customer outreach, organizations must prepare for the various implementation stages.
Feature, Posted 01 Nov 2011 - November/December 2011 Issue

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"?
Speech Technology News Features, Posted 10 Aug 2011

The 2011 Market Leaders

Cover Story, Posted 01 Jul 2011 - July/August 2011 Issue

Are You Ready for Mobility Care?

Tie app into the contact center to create seamless interactions across customer entry points
Inside Outsourcing, Posted 01 Jul 2011 - July/August 2011 Issue

Speech of the Future: Mobile, Multimodal, and Multilingual

Future trends identified at SpeechTEK Europe conference in London
FYI, Posted 01 Jul 2011 - July/August 2011 Issue

Speech-Enhanced Customer Service Gets a New Look

Multichannel solutions meld proactive outbound alerts and notifications with inbound capabilities
Voice Value, Posted 01 Jul 2011 - July/August 2011 Issue

SpeechTEK Europe Multimodal Challenge Winner Named

Textpilot from Norwegian company Include won the Expert's Prize in the event's new Multimodal Challenge competition.
Speech Technology News Features, Posted 27 May 2011

Is the Cloud Your Answer?

Many questions need to be asked to reach the right conclusion.
Inside Outsourcing, Posted 05 Jan 2011 - January/February 2011 Issue

A Matter of Time

Has two years improved voice verification growth?
Voice Value, Posted 01 Nov 2010 - November/December 2010 Issue

Convergys Channel Partner IP Integration Wins NHS Professionals Contract

Convergys voice solutions will be installed at the hospital trust.
Speech Technology Digest, Posted 23 Sep 2010

The Future of Speech in the Land of Z

The new generation has its own thoughts—and preferences—when it comes to voice technologies.
Sponsored Guest Commentary, Posted 06 Aug 2010

Security on Demand

Making voice authentication better for everyone involved.
Inside Outsourcing, Posted 01 Jul 2010 - July/August 2010 Issue

Convergys Adds to Decisioning Tool

New version of Convergys solution dramatically enhances every customer service interaction
Speech Technology Digest, Posted 08 Jun 2010

Convergys Lights Up the Smart Grid with Smart Solutions

New billing and customer care solutions are available for the energy and utility markets.
Speech Technology Digest, Posted 04 May 2010

Trendspotting

Can the market identify with voice biometrics?
FYI, Posted 03 May 2010 - May/June 2010 Issue

Gartner Rebuilds Its Magic Quadrant for Contact Center Infrastructure

Avaya now holds nearly half of the total market share.
FYI, Posted 03 May 2010 - May/June 2010 Issue

NASCAR Races to Deploy SpeechListen to this article in TTS, powered by Loquendo

NASCAR fans get a single toll-free, self-service number for tickets and race information.
Speech Technology News Features, Posted 29 Apr 2010

Convergys Forms Alliance with MicroAutomation

Partnership will deliver relationship management solutions to customer-intensive entities to drive superior customer experience.
Speech Technology Digest, Posted 17 Mar 2010

Convergys Forms Alliance with Sonda in Mexico

The alliance will provide customer experience-enhancing relationship management solutions to the Mexican market.
Speech Technology Digest, Posted 09 Mar 2010

Security in the Cloud

Your data is secure with low-cost hosting options for voice biometrics.
Cover Story, Posted 08 Mar 2010 - March/April 2010 Issue

Convergys Launches Intervoice Voice Portal 6.5

New IVP version promises to deliver intelligent self-service and multimodal, visual IVR support.
Speech Technology Digest, Posted 17 Feb 2010

Convergys Names Jeff Fox President and CEOListen to this article in TTS, powered by Loquendo

Fox succeeds David F. Dougherty, who will serve as a consultant to help facilitate a smooth transition.
Speech Technology News Features, Posted 10 Feb 2010

SpeechTEK Hands-On: The Latest and Greatest

Lab sessions give companies the chance to showcase their newest products and services.
Feature, Posted 10 Jan 2010 - January/February 2010 Issue

With Hard Work Comes Prosperity

In 2009, speech made the best of a bad economy.
Cover Story, Posted 10 Jan 2010 - January/February 2010 Issue

Is Your Self-Service Millennial-Friendly?

The new generation requires a new form of personalization.
Inside Outsourcing, Posted 10 Jan 2010 - January/February 2010 Issue

Preference Low for Voice Channels

Convergys research finds favor growing for online channels over speech-enabled systems.
FYI, Posted 01 Nov 2009 - November/December 2009 Issue

The Great Debate

Are standards and universal commands necessary in VUI design?
Cover Story, Posted 01 Nov 2009 - November/December 2009 Issue

Going Steady

How to get your vendor relationship off on the right foot.
Feature, Posted 01 Oct 2009 - October 2009 Issue

Panel Dishes on the Advantages of Hosted, Managed, and SaaSed Speech

Four high-level executives from top hosted speech firms talk about what makes sense in hosting.
FYI, Posted 01 Oct 2009 - October 2009 Issue

Panel Shows How to Run Speech Solutions in Lean Times

Two vendors explain how to squeeze a dime from a speech solution.
FYI, Posted 01 Oct 2009 - October 2009 Issue

The 2009 Market Leaders

Cover Story, Posted 27 Aug 2009 - September 2009 Issue

The Recession's Turbulent Effect

Editor's Letter, Posted 27 Aug 2009 - September 2009 Issue

The Rise of Proactive Customer Care

Growth will continue as long as vendors keep their focus on the goal.
The Business Case, Posted 27 Aug 2009 - September 2009 Issue

Creating the 'Wow' Factor for Customer Retention

Intelligent automation puts the sizzle back in self-service.
Inside Outsourcing, Posted 27 Aug 2009 - September 2009 Issue

The Advantages of Hosted, Managed, and SaaS’d Speech

Four high-level executives from top hosted speech firms talk about what makes sense in hosting at SpeechTEK 2009.
Speech Technology News Features, Posted 26 Aug 2009

Running Your Speech Solutions Clean in Lean Times

Two vendors explain how to squeeze a dime from a speech solution at SpeechTEK 09.
Speech Technology News Features, Posted 24 Aug 2009

Voice Authentication—It’s Not Just for IVR Anymore

Leveraging voice authentication as an on-demand service within a multifactor authentication approach across the enterprise in agent, IVR, Web, and mobile device environments.
Sponsored Guest Commentary, Posted 20 Jul 2009

You Be the Judge

New sessions at SpeechTEK will offer hands-on training.
Forward Thinking, Posted 15 Jul 2009 - July/August 2009 Issue

Remember Me?

IVRs can—or at least should—develop memories when it comes to past and present interactions.
Feature, Posted 14 Jul 2009 - July/August 2009 Issue

Speech in Need of a Bailout?

Problems persist with speech automation, but banks are looking at expanding its use anyway.
Feature, Posted 14 Jul 2009 - July/August 2009 Issue

Forrester Heralds Nuance, TellMe, Genesys, Avaya, and Cisco as IVR ChampsListen to this article in TTS, powered by Loquendo

Two new Forrester Wave reports rank IVR/voice portal players.
Speech Technology News Features, Posted 24 Jun 2009

A View from the Voice Search Conference

Opportunities abounded to try something new.
The View from AVIOS, Posted 01 Jun 2009 - June 2009 Issue

Speech Shows Its Worth in a Down Economy

Spending is sometimes needed to save money or generate revenue.
Voice Value, Posted 01 Jun 2009 - June 2009 Issue

Convergys Launches Voice Authentication SolutionListen to this article in TTS, powered by Loquendo

The solution requires no hardware or license purchase and is IVR-platform agnostic.
Speech Technology News Features, Posted 07 May 2009

Creating Dynamic Multimodal Interactions

Using simultaneous voice and data to enhance the customer experience.
Sponsored Guest Commentary, Posted 05 May 2009

The Best Response to a Tough Economy

Make smart investments in your enterprise customer voice portal
Inside Outsourcing, Posted 01 May 2009 - May 2009 Issue

Nuance Communications Launches Technical Certification ProgramListen to this article in TTS, powered by Loquendo

The program is aimed at enabling partners to better support Nuance's enterprise solutions.
Speech Technology News Features, Posted 29 Apr 2009

Convergys Partners with IP Integration

The companies will deliver enhanced IVR and speech automation solutions to the U.K. market,
Speech Technology Digest, Posted 29 Apr 2009

Taming the Multichannel Monster

The right tools and technologies can bring together all of your customer contact channels seamlessly.
Feature, Posted 02 Apr 2009 - March/April 2009 Issue

LemonIT Partners with Convergys to Provide Intervoice Voice Portal Solution to Korean Market

Intervoice Solutions will be the only voice portal solutions in LemonIT's portfolio.
Speech Technology Digest, Posted 05 Mar 2009

Submitted for Your Approval

SpeechTEK attendees conduct hands-on evaluations.
Feature, Posted 06 Feb 2009 - January/February 2009 Issue

Implementation Strategies 2009

A complete guide to deploying speech.
Cover Story, Posted 06 Feb 2009 - January/February 2009 Issue

Gartner Names Contact Center Leaders

Alcatel-Lucent, Aspect, Avaya, Cisco, Genesys, Interactive Intelligence, and Nortel comprise the Leaders Quadrant.
FYI, Posted 06 Feb 2009 - January/February 2009 Issue

Rodale Selects Convergys for CRM Solutions

Becomes the first company to leverage combined Convergys-Intervoice solutions since acquisition last year.
Speech Technology Digest, Posted 02 Feb 2009

SpeechCycle Launches Platform-as-a-Service ModelListen to this article in TTS, powered by Loquendo

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

Gartner Names Contact Center Leaders

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

Convergys Provides Call Center Support to the FDIC

Convergys this week inked a new, five-year agreement to provide customer management support to the Federal Deposit Insurance Corp.
Speech Technology Digest, Posted 02 Dec 2008

Convergys Rolls Out New Voice Portal and Mobile Self-Service Offerings

Convergys introduces Intervoice Voice Portal 6.0 (IVP 6) and its next-generation application creation environment, Interaction Composer.
Speech Technology Digest, Posted 11 Nov 2008

Waiting by the Phone

Why the U.S. watches and waits as Europe and Asia roll out interactive voice and video response technology.
Feature, Posted 01 Nov 2008 - November/December 2008 Issue

Using Speech for Postcall Notes

Benefits include improved customer and agent satisfaction and lower average call handle time.
Inside Outsourcing, Posted 01 Nov 2008 - November/December 2008 Issue

The 2008 Market Leaders

Recognizing the leading speech engine, speech self-service suite, speech security, speech analytics, professional services, and mobile application vendors.
Cover Story, Posted 22 Aug 2008 - September 2008 Issue

Convergys Acquires Intervoice

The provider of customer care and billing services announces that it will acquire the voice systems provider for $335 million.
FYI, Posted 22 Aug 2008 - September 2008 Issue

Convergys to Acquire IntervoiceListen to this article in TTS, powered by Loquendo

The $335 million deal deepens Convergys' footprint in an increasingly competitive customer service market.
Speech Technology News Features, Posted 16 Jul 2008

How to Deliver a Successful Multichannel Customer Experience

Factors to consider in placing automation in the right place for customers.
Inside Outsourcing, Posted 15 Jul 2008 - July/August 2008 Issue

A Look at AVIOS' Speech and Multimodality Contest

Students introduce voice to apps covering everything from airplanes to arithmetic
The View from AVIOS, Posted 01 Jun 2008 - June 2008 Issue

Market Spotlight: Travel & Hospitality

The Sky's the Limit for IVRs
FYI, Posted 01 May 2008 - May 2008 Issue

Getting the Devil out of the Details

Tuning cycles smooth out the final kinks in an IVR.
Feature, Posted 01 Apr 2008 - April 2008 Issue

Moving Beyond 'I'm Sorry, I Didn't Get That'

Reprompts should correspond to the type of error being generated.
Talking Tech, Posted 01 Apr 2008 - April 2008 Issue

How to Select an Outsourcer

Knowing what and when to outsource is just as important as the outsourcer selected.
Feature, Posted 01 Apr 2008 - April 2008 Issue

Solving the Mystery of Poor Customer Experiences

A data-driven approach works best to analyze the customer experience.
Inside Outsourcing, Posted 01 Apr 2008 - April 2008 Issue

Convergys Chosen as a GSA Preferred Provider

The U.S. General Services Administration (GSA) has named Convergys a preferred contact center solutions provider, giving federal agencies access to Convergys' entire Customer Management suite of solutions through the GSA's $2.5 billion government contract vehicle.
Speech Technology Digest, Posted 19 Mar 2008

Dialing for Dollars

MasterCard uses speech recognition to help customers find a million ATMs worldwide.
Deployments, Posted 25 Jan 2008 - January/February 2008 Issue

New Year, New Names

Editor's Letter, Posted 25 Jan 2008 - January/February 2008 Issue

Convergys Names Canadian VP

Speech Technology Digest, Posted 15 Jan 2008

Convergys Urges Automated, Personalized Approach to Happy Customers

Stressing the need for a uniform, automation-driven business optimization process, Convergys today announced the formation of its new Relationship Management Technology group.
Speech Technology News Features, Posted 08 Nov 2007

The User Becomes a Standard Bearer

Designing speech applications with the user in mind is the closest thing you'll find to an industry standard.
Feature, Posted 01 Nov 2007 - November/December 2007 Issue

The 2007 Implementation Awards

In our first installment of the Speech Industry Implementation Awards, we recognize companies that have garnered impressive results from their recent speech technology deployments. In addition to financial returns, this year's winners also recognized soft returns—such as productivity gains, improved efficiencies, and better customer satisfaction scores—from their speech technology deployments.
Feature, Posted 05 Sep 2007 - September 2007 Issue

The 2007 Market Leaders

The speech technology industry has matured to a point where prominent leaders have emerged from the pack. To recognize these companies for their trailblazing efforts, we've assembled our first annual installment of the Speech Market Leader Awards. These awards feature four vendors in five speech technology categories (speech engine, self-service suite, analytics, professional services, and speech security).
Cover Story, Posted 05 Sep 2007 - September 2007 Issue

Convergys Moves to On-Premise Hosted Model

Convergys Corp. is making its speech solutions available to the on-premises market through an alliance with Cisco Systems.
Speech Technology Digest, Posted 29 Aug 2007

Speech Technology Magazine Announces 2007 Industry Awards

Speech Technology Magazine announced the recipients of the 2007 Speech Industry Awards for leadership and superior performance Aug. 22 at the 13th Annual SpeechTEK Conference and Exposition in New York.
Speech Technology News Features, Posted 27 Aug 2007

A Multiple Approach Is Best

VUI testing should involve surveys, call recordings, and call logs together.
Talking Tech, Posted 09 Jul 2007 - July/August 2007 Issue

U.S. Postal Service Renews Contract with Convergys

The U.S. Postal Service (USPS) renewed a contract under which Convergys will continue to deliver service to USPS customers.
Speech Technology Digest, Posted 14 May 2007

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 - May 2007 Issue

Convergys Board of Directors Elects Orr Chairman and Dougherty President and CEO

CINCINNATI - The Board of Directors of Convergys Corporation elected James F. Orr chairman of the board for a term ending December 31, 2007.
Speech Technology Digest, Posted 17 Apr 2007

Steve Chirokas Joins SpeechCycle as Vice President of Marketing

NEW YORK - SpeechCycle appointed Steve Chirokas as vice president of marketing.
Speech Technology Digest, Posted 10 Apr 2007

Rosetta Stone Signs Direct Response Contract with Convergys

CINCINNATI - Convergys Corporation signed a direct response contract with Rosetta Stone, the publisher of Rosetta Stone language-learning software.
Speech Technology Digest, Posted 20 Mar 2007

Convergys to Open New Facilities in North Carolina and Kansas

CINCINNATI - Convergys Corporation will open new facilities in North Carolina and Kansas as part of its continuing plan to increase capacity for its Customer Care business.

Speech Technology Digest, Posted 20 Mar 2007

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 - March 2007 Issue

Convergys and Tribold Deliver Enterprise Catalog for Single Customer View

CINCINNATI & LONDON — Convergys Corporation and Tribold enhanced Convergys' Infinys Business Support System with additional product management capabilities.
Speech Technology Digest, Posted 12 Feb 2007

Convergys to Open New Facilities in Kentucky and Texas

CINCINNATI - Convergys Corporation will open new facilities in Kentucky and Texas as part of a plan to increase capacity for its customer care business.
Speech Technology Digest, Posted 30 Jan 2007

Ann Taylor Renews Customer Care Contract With Convergys

CINCINNATI - Convergys Corporation will continue to deliver customer service for Ann Taylor.
Speech Technology Digest, Posted 12 Dec 2006

Opus Revisits Voice ASP Best Practices

With new "best practices" popping up everyday, speech purchasers are looking for the tools and processes that are working best now
Speech Technology News Features, Posted 29 Nov 2006

ntl Telewest Selects Convergys Billing and Customer Care Solution

CINCINNATI & LONDON — ntl Telewest signed a licensing agreement for Convergys Corporation's ICOMS customer care and billing solution.
Speech Technology Digest, Posted 14 Nov 2006

Midcontinent Communications Extends Billing and Customer Care Contract with Convergys

CINCINNATI & SIOUX FALLS, S.D. - Midcontinent Communications extended its contract for ICOMS for 5 years.
Speech Technology Digest, Posted 07 Nov 2006

MasterCard Selects Convergys to Provide Search Service for ATMs

PURCHASE, N.Y. - MasterCard provided cardholders with a mobile, location-based search and directory service so they can request the location of the nearest ATM be sent to their cell phone via SMS text message.
Speech Technology Digest, Posted 10 Oct 2006

BT Signs New Five-Year Contract with Convergys

Convergys entered a five-year contract with BT to expand the use of Infinys, Convergys' billing and customer care solution, to support all of BT's consumer, business, and wholesale customers.
Speech Technology Digest, Posted 10 Oct 2006

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 - September/October 2006 Issue

Convergys Offers SpeechCycle's Speech Applications to Support Cable and Telecommunications Companies

NEW YORK - SpeechCycle partnered with Convergys Corporation.
Speech Technology Digest, Posted 05 Sep 2006

Steve Pollock, Co-founder and Executive Vice President, TuVox

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

Convergys Introduces New Software Testing Solutions

Convergys Corporation released a new suite of software testing solutions combining consulting services with automated testing software.
Speech Technology Digest, Posted 27 Jun 2006

SunCom Wireless Selects Convergys

SunCom Wireless is using Convergys Testing Solutions to bring voice and data pricing plans to market.
Speech Technology Digest, Posted 27 Jun 2006

TuVox Expands Its Hosted Speech Application Offering

CUPERTINO, Calif. - TuVox is expanding its speech application hosting capabilities beyond North America into Europe and APAC
Speech Technology Digest, Posted 22 May 2006

Speech and J2EE - A Foundation for More Creative Dialog Design

Repurposing existing data for speech is frequently a new concept for IT managers whose expectations have been shaped by the proprietary speech systems exclusively available in pre-VoiceXML days.  Speech industry standards such as VoiceXML can take full advantage of J2EE to allow designers of speech applications to more easily leverage data that already exists with protocols considered by most organizations to be standards-based. 
Feature, Posted 08 May 2006 - May/June 2006 Issue

Convergys Joins BPO Services Powered by SAP Program

CINCINNATI - Convergys Corporation was accepted into the "BPO Services Powered by SAP" program.
Speech Technology Digest, Posted 21 Mar 2006

Convergys Receives Frost & Sullivan 2005 Award for Leadership in CRM and Billing for Communications

Frost & Sullivan named Convergys the recipient of its 2005 Award for Competitive Strategy Leadership in CRM and Billing for Communications.
Speech Technology Digest, Posted 01 Dec 2005

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 - November/December 2005 Issue

Ten Criteria for Measuring Effective Voice User Interfaces

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 - November/December 2005 Issue

Time Warner Cable Expands Relationship With Convergys

CINCINNATI - Time Warner Cable expanded its software licensing agreement with Convergys Corporation.
Speech Technology Digest, Posted 01 Nov 2005

Convergys and ClickFox Form Alliance for Application Hosting and Product Expansion

CINCINNATI - Convergys Corporation partnered with ClickFox, Inc.
Speech Technology Digest, Posted 01 Nov 2005

Convergys Receives Frost & Sullivan Award for Innovation in Voice Recognition

Frost & Sullivan named Convergys the recipient of its 2005 Award for Technology Innovation in the field of voice recognition technologies.
Speech Technology Digest, Posted 01 Nov 2005

VIVO Selects Convergys

CINCINNATI and SAO PAULO - VIVO, a wireless carrier in the southern hemisphere with more than 28 million subscribers, signed a new five-year contract to receive professional and consulting services from Convergys Corporation.
Speech Technology Digest, Posted 01 Oct 2005

Convergys Releases SpeechPort

CINCINNATI - Convergys Corporation added the Convergys SpeechPort™ Open Hosting Environment (OHE) to its portfolio of speech and multi-channel technology solutions.
Speech Technology Digest, Posted 01 Oct 2005

Daniel Hong, Senior Analyst, Datamonitor

Daniel Hong, senior analyst for Datamonitor's technology practice, explains that "by 2009, spending on hosted speech services will more than double to reach over $840 million in North America."
Q & A, Posted 01 Sep 2005

Convergys Names Dave Dougherty President and Chief Operating Officer

CINCINNATI - Convergys Corporation has named David F. Dougherty to president and chief operating officer (COO) of Convergys.
Speech Technology Digest, Posted 01 Sep 2005

What Happened to Voice Portals?

What is – or, more accurately – what was a voice portal? One definition offered by the “Computing Dictionary” describes voice portals as “an interactive voice response (IVR) front end to a data retrieval system … being positioned mainly by carriers as wide-scale applications, offering things like specialized audio ‘infotainment’ services, real-time news, and stock quotes.” These sites offered engaging speech-enabled dialog available 24/7 from any standard telephone. …
Feature, Posted 30 Aug 2005 - September/October 2005 Issue

Frost & Sullivan Recognizes Convergys

PALO ALTO, Calif. & CINCINNATI - Frost & Sullivan has recognized Convergys Corporation with its 2004 Market Leadership Award. Frost & Sullivan also named Convergys as the market share leader in the North American contact center outsourcing industry for the second consecutive year.
Speech Technology Digest, Posted 01 May 2005

Lavastorm Technologies Forms a Global Alliance with Convergys

Lavastorm Technologies has signed a non-exclusive Global Alliance with Convergys .
Speech Technology Digest, Posted 01 May 2005

Elka Popova, Research Manager, Frost & Sullivan

Elka Popova, research manager for Frost & Sullivan, explains why "mobile subscribers consider themselves entitled to enhanced applications as part of their package and are reluctant to pay additional fees."
Q & A, Posted 01 Mar 2005

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."
Q & A, Posted 01 Feb 2005

Ten Guidelines for Designing a Successful Voice User Interface

At SpeechTEK 2004, a group of leading VUI designers attended the Voice User Interface (VUI) workshop directed by Dr. James A. Larson. Taking the lead for an article on the best practices in VUI, Dr. Larson collected and coordinated this team of VUI specialists to compile the Ten Guidelines for Designing a Successful Voice User Interface. Speech Technology Magazine would like to thank the authors for their contributions to this article and Dr. Larson for…
Feature, Posted 06 Jan 2005 - January/February 2005 Issue

ScanSoft Launches Industry-Wide Open Speech Initiative

PEABODY, Mass. - ScanSoft, Inc. launched an industry-backed initiative to enable interoperability among speech applications and tools.
Speech Technology Digest, Posted 01 Nov 2004

Convergys Expands Business Transformation Outsourcing Services with Acquisition of Finali

Convergys acquires Finali , a contact center analytics firm.
Speech Technology Digest, Posted 01 Nov 2004

Wachovia Selects Convergys to Provide Automated Customer Care Services

CINCINNATI - Wachovia selected Convergys to provide speech solutions utilizing its patented open hosting environment to support self-service customer care.
Speech Technology Digest, Posted 01 Oct 2004

Convergys Adds Apptera's Configurable Speech Applications to SpeechPort Platform

SAN BRUNO, Calif. - Convergys has signed an agreement under which Convergys will provide Apptera's suite of packaged speech applications as part of its speech platform.
Speech Technology Digest, Posted 01 Oct 2004

HTK Appoints New Non-Executive Director and Sales Director

HTK announces two key appointments for newly created roles.
Speech Technology Digest, Posted 01 Oct 2004

Michael Bergelson, CEO, Audium

Audium's Mike Bergelson explains why VoiceXML has become the proven "lingua franca" of speech deployments.
Q & A, Posted 01 Sep 2004

Dan Miller, senior analyst, Opus Research

Dan Miller from Opus Research discusses Hosted Speech Apps and what they can mean for your organization. He also previews the content for VOX: Voice in the Clouds being held in conjunction with SpeechTEK 2004 on Monday, September 13th.
Q & A, Posted 01 Aug 2004

ScanSoft Selects Vocalocity to Advance Adoption of Open Source VoiceXML Interpreter

ATLANTA, Ga. - Vocalocity aquires OpenVXI™ from ScanSoft.
Speech Technology Digest, Posted 01 Aug 2004

Convergys Expands E-Learning Services with Customer Training For-Profit Solution

Convergys introduced its Customer Training For-Profit Solution, which is a suite of learning services designed for organizations that provide training services to clients on the intricacies and "how to's" of the organization's products and services. Speech technology services are available with the suite, but are not included.
Speech Technology Digest, Posted 01 Aug 2004

Speech in the Travel Industry

Vertical market applications are a subject dear to the hearts of marketers in the contact center and speech technology field. Finance, healthcare and education are typical of the "low hanging fruit" vendors have long focused on, with others, such as government, getting attention as the next potential for the big sales kill. Although there are some surprisingly interesting applications associated with these verticals, as a whole they aren't the most exciting customer-facing applications out there.
Cover Story, Posted 24 May 2004 - May/June 2004 Issue

Convergys Receives Frost & Sullivan Award

PALO ALTO, Calif. and CINCINNATI - Convergys Receives Frost & Sullivan's 2003 Market Leadership Award in Contact Center Outsourcing Industry.
Speech Technology Digest, Posted 01 Mar 2004

Convergys Announces New Knowledge Creation Center

CINCINNATI - Center mines voice of the customer feedback to improve efficiencies and effectiveness.
Speech Technology Digest, Posted 01 Mar 2004

Ted Cwiok, Convergys

Ted Cwiok of Convergys talks about the growth, power and potential of speech technology in our lives.
Q & A, Posted 01 Mar 2004

Convergys Adds TuVox CVR Applications to its SpeechPort Platform

LOS ALTOS, CA - The joint integration is designed for Convergys and TuVox clients to have their speech applications managed by Convergys on an outsourced basis.
Speech Technology Digest, Posted 01 Mar 2004

Zelos Group Report Finds High Growth Areas Within Teleservices Industry

SAN FRANCISCO, CA - The Teleservices Databook identifies three areas of the industry that Zelos Group believes will experience significant growth: Interactive Notifications, outsourced directory assistance and hosted speech recognition.
Speech Technology Digest, Posted 01 Jan 2004

Fireworks!

Editor's Letter, Posted 25 Nov 2003 - November/December 2003 Issue

Proof is in the Applications

STM editor Dave Kaplan recaps the first ever Speech Solutions Challenge, one of the highlights of SpeechTEK 2003 held recently in New York.
Feature, Posted 25 Nov 2003 - November/December 2003 Issue

Judy Davis, Director of Product & Industry Marketing, Convergys

Two months ago Monster Government Solutions selected Convergys to provide the Interactive Voice Response (IVR) to its federal jobs Web site. The USAJOBS site averages 17,000 federal vacancy announcements per day and under this agreement Convergys is hosting automated access and query capabilities using text-to-speech output of job postings and fax-back services for associated documents. Judy Davis, director of product and industry marketing for Convergys discusses the significance of such a deployment.
Q & A, Posted 01 Nov 2003

Convergys Integrates Audium Software into Open Hosting Environment

CINCINNATI, OH and NEW YORK, NY - Audium 3 VoiceXML software tools will be available for Convergys clients operating advanced speech recognition applications on Convergys' outsourced SpeechPort platform.
Speech Technology Digest, Posted 01 Oct 2003

Convergys/Audium Selected as People's Choice

Voters at SpeechTEK choose the team of Convergys and Audium as their favorite deployed speech application during the inaugural Speech Solutions CHALLENGE.
Speech Technology Digest, Posted 01 Oct 2003

Convergys Names Three Executives

CINCINNATI, OH - Jean-Hervé Jenn, Francois Lancon and Raul A. Rodriguez will head billing and customer care initiatives globally.
Speech Technology Digest, Posted 01 Oct 2003

Distributed Speech Revenues Predicted by Zelos Group to be $1.1 Billion by 2008

Zelos Group report shows service providers are capturing a growing share of interactive voice response (IVR) equipment and software market.
Speech Technology News Features, Posted 01 Oct 2003

Convergys Selected by Fifth Third Bancorp

CINCINNATI, OH - Convergys to provide human resources services, including the integration of advanced speech recognition.
Speech Technology Digest, Posted 01 Oct 2003

Speech Technology Industry Names Top Performers for 2003

Speech Solutions Awards were presented last night at the SpeechTEK Gala and Awards Ceremony sponsored by ScanSoft and Partners.
Speech Technology News Features, Posted 01 Oct 2003

Dan Miller, partner & senior analyst, Zelos Group

Dan Miller, partner & senior analyst, is in charge of the voice applications program at Zelos Group. On Monday, September 29, Miller and Zelos Group will orchestrate Vox: Service Provider Edition at SpeechTEK. This program will focus on all aspects of speech applications.
Q & A, Posted 01 Sep 2003

Convergys Selected to Provide IVR for Monster Government Solutions

CINCINNATI, OH - Under the outsourcing agreement, Convergys will provide the Interactive Voice Response (IVR) system for Monster Government Solutions' new project with the United States government.
Speech Technology Digest, Posted 01 Sep 2003

Convergys and DIRECTV Extend Customer Service Contract Through 2006

CINCINNATI, OH - Agreement includes the option to add Advanced Speech Recognition and Convergys Interactive Alerts to existing service.
Speech Technology Digest, Posted 01 Aug 2003

Out of the Iron Age: Redefining Success

Gone are the days of big deals meaning big discounts for IVR ports. The new definition of success is how many calls can be resolved and how fast the next app goes into production.
Talking Tech, Posted 01 Aug 2003

Convergys Signs its First Contract in China

CINCINNATI, OHIO and BEIJING, CHINA - Convergys to license Activation Manager to wireless carrier China Unicom Guangdong.
Speech Technology Digest, Posted 01 Jul 2003

Rite Aid Agrees to Three-Year Deal with Convergys

Convergys to provide drugstore chain with automated, speech-enabled store locator service.
Speech Technology Digest, Posted 01 Jul 2003

Speaking with One Voice

When one of the nation's leading telecommunications companies introduced an automated speech application to provide independent verification of its new customers - a practice required by the FCC - it approached the "go-live date" with some trepidation. On that day, the automated application would replace live agents as an initial point of contact for new customers - a critical point in the customer relationship. How would customers respond?
Talking Tech, Posted 01 Jul 2003

Out of the Iron Age: Redefining Success

A recent visit to a major trade show (V-World) amidst continued blurry first quarter financial results from IVR platform vendors has led me to wonder if it’s time to give up some long-time analytical perspectives. No, this has nothing to do with New York’s ban on smoking, we’re way past that. It’s about Iron, hardware, ports – lots of them. Life was simple back in the Iron Age of call automation.
Industry View, Posted 30 Jun 2003 - July/August 2003 Issue

Speaking with One Voice

When one of the nation’s leading telecommunications companies introduced an automated speech application to provide independent verification of its new customers – a practice required by the FCC – it approached the “go-live date” with some trepidation. On that day, the automated application would replace live agents as an initial point of contact for new customers – a critical point in the customer relationship. How would customers respond?
Feature, Posted 30 Jun 2003 - July/August 2003 Issue

Customer Experience Benchmark Enables Companies to Rank Contact Center Performance

Convergys and BenchmarkPortal announced the availability of a benchmark to measure customer experience.
Speech Technology Digest, Posted 01 Jun 2003

Convergys Completes Acquisition of Avaya Global Employee Service

CINCINNATI, OH - Convergys Corporation has completed its acquisition of Avaya Inc.'s global employee service operations.
Speech Technology Digest, Posted 01 Jun 2003

Convergys Enhances Advanced Tech Support Program

CINCINNATI -- Convergys announced an enhanced, end-to-end Advanced Technical Support Program.
Speech Technology Digest, Posted 01 May 2003

Elizabeth Kennedy, Call Center and CRM Industry Analyst, Datamonitor

Elizabeth Kennedy covers the call center and CRM technology markets as an analyst with business advisory firm, Datamonitor. In a Q&A with the editors of NewsBlast, Elizabeth discusses Datamonitor's recent report, "Opportunities in North American Call Centers to 2007," as well as the role of speech technology in these opportunities.
Q & A, Posted 01 Mar 2003

Jeanne Gokcen, President, FutureCom Technologies

According to Jeanne Gokcen, president of FutureCom Technologies Inc., "There is a clear ROI justification for incorporating speech technology..." In a Q&A with the editors of NewsBlast, Dr. Gokcen further explains her thoughts on the role of speech technology in the marketplace, as well as gives us a look into what is happening at FuturCom.
Q & A, Posted 01 Jan 2003

Real-Time Monitoring of Election Day Activities Nationwide

VoterLink Data Systems is using Convergys' advanced speech recognition (ASR) solution aspart of VoterLink's Vote411.net, a speech-enabled Web site designed to helpt he Democratic National Committee (DNC) capture and monitor information about Election Day voter turnout and possible voting irregularities nationwide.
Speech Technology Digest, Posted 01 Nov 2002

Stuart Patterson, CEO, SpeechWorks

Stuart Patterson, CEO of SpeechWorks, was a member of the Speech Summit: Sound Off in Times Square keynote session held on Wednesday of SpeechTEK 2002. In a Q&A with NewsBlast, Stuart answers some questions posed by our readers, as well as shares with us some of his forward-looking insight.
Q & A, Posted 01 Oct 2002

Convergys Offers Outsourced Automated Verification Solution

CINCINNATI, OH - Convergys Corporation announced an outsourced, automated verification solution for telecommunications providers.
Speech Technology Digest, Posted 01 Oct 2002

Convergys Appoints New Chief Technology Officer

CINCINNATI, OH - Convergys Corporation announces the appointment of two executives to senior management positions.
Speech Technology Digest, Posted 01 Aug 2002

Study Reveals SpeechWorks' Surveyed Customers Save Over $1 Million Annually; New NOAA Weather Radio Voices Debut in Nation's Capital

BOSTON, MA - SpeechWorks International Inc. announced findings from a comprehensivereturn on investment (ROI) study of nine SpeechWorks' enterprise andcarrier customers who have deployed advanced speech recognition (ASR)solutions.
Speech Technology Digest, Posted 01 Jul 2002

Convergys Buys Speech Recognition Division of iBasis

CINCINNATI, OH - Convergys Corporation announced it has purchased the iBasis Speech Solutions lineof business from iBasis Inc.
Speech Technology Digest, Posted 01 Jul 2002