Customer Service Metrics That Matter
One-third of companies are missing the mark. Don't let yours be one of them.
Siri-ous Influence: Enterprise Virtual Assistants Have Arrived
First came Apple's Siri for the iPhone. Now there's Nina, Lexee, and Sophia for business use.
Your Voice Is Your Password
Voice biometrics is gaining momentum in the enterprise.
IVR Delivers for a Propane Gas Supplier
AmeriGas sees business improvements with a speech-enabled phone system from Message Technologies Inc.
Leveraging the Voice of the Customer Pays Off for Voxline
Brazilian contact center business finds NICE solutions are just what it needs.
Three Trends to Watch in 2013
The Business Case
Improving the Customer Experience with IVR Analytics
Streamline the service process for end-to-end benefits.
A New Age for Computer Interactions
Advances emphasize the role of the human mind.
When Outsourcing Providers Disappear
As the economy contracts, strengthen your outsourcing contacts.
VUI Designers Know Cross-Channel Design
Mobile apps raise expectations—and the bar.
A View from AVIOS
Banking on Multimodality
For financial transactions, gains are seen but challenges remain.
Enter Cross-Channel Proactive Customer Engagement
Being proactive is one thing. Getting it right is another.
Nuance Plans a (Truly) Hands-Free Phone
Nuance to Acquire Ditech Networks
Speech-Enabled Virtual Assistants for Landlines?
The Cloud Will Drive Growth in Mobile Speech Recognition
Voxeo Taps Bob Ingalls as CEO