Articles by Edwin Margulies
The fourth and final in a series of interactive columns by Edwin Margulies.
This is the third in a series of interactive columns where our readership can participate in auditing self-service systems across nine industry categories. The idea is to provide highlights on companies who score in the upper quartile of the Sterling Audits Usability Index. The index is a standard methodology for rating the overall efficacy of both Web sites and Voice Response Systems. In this issue, we concentrate on voice response systems in the transportation industry.
Still on the Fence?
If youre still on the fence regarding a speech upgrade to your voice response system, then Ed Margulies has a few tips for taking the speech recognition plunge, along with examples of what speech will and wont do for you.
A Measure of Success
This is an "interactive" column where you, the reader, can participate in surveying the usability of self-service systems across 10 industry categories. The idea is to provide monthly highlights on companies that score high in the Sterling Audits Usability Index. This index is a new, standard methodology for rating the usability of Web sites, voice response and automated portions of the contact center.
SpeechTEK 98: Bringing Speech to the Business World
William (Ozzie) Osborne, general manager of IBM SpeechSystems and William A. Bautz, chief technology officer of the New York Stock Exchange,will be the keynote speakers at the fourth annual SpeechTEK conference and exhibition at<@SM>the New York Hilton and Towers, Oct. 27-28. ><@SM><@SM>