The 2011 Market Leaders

Organizations Primed for Broader Use of Unified Communications

Spending on UC solutions to outpace other IT spending for some organizations, according to a new CompTIA study.

What's In A Name?

Personalization means more than being on a first-name basis with customers

Making Mobile Business-Appropriate

How speech is finding its way onto smartphones and saving you big bucks

A New Year

As the economy rebounds, voice solutions continue to build use cases.

Competition Heats Up

But delivering functional voice search services will take time and effort.

Hold the Phone: It’s Google Voice and It’s Free

Google Voice's voicemail-to-text offering may prove a challenge to just about every phone company.

Contact Centers on the Verge of an IP Telephony Revolution?

Penetration for Internet Protocol telephony went from 14 percent in 2007 to 20 percent—but 43 percent of respondents plan to take the plunge in the next two years.

Heightened Level of Alert

As more risks become associated with VoIP, companies that did not take security into account before will need to start

VoIP's Impact on Speech Recognition

Voice over Internet Protocol (VoIP) is rapidly replacing traditional phone service in the enterprise and that's good news for speech recognition. According to Synergy Research, revenues associated with enterprise IP telephony topped $4 billion in 2005—a 31 percent increase over 2004, and that has undoubtedly increased even more this year.

Choosing Hardware for Your Speech Application

It is debatable whether speech technologies have become mainstream and, certainly, a great deal of the attention is based on skepticism. Nevertheless, more and more companies are looking at what speech can do for them and their customers.

Internet Technologies in the Contact Center

The telecommunications industry is undergoing a major change from proprietary hardware-based systems to software-based systems built on open standards. Standards such as VoiceXML, CCXML, SIP, Service-Oriented Architecture, and other Internet technologies are radically changing how contact center applications are built and deployed. But these enabling technologies are only the means to an end. The real goals of applying new technologies to the contact center remain: improving the customer's experience (Happy customers are better than disgruntled,…