Biographical Information

Articles by Christopher Musico

Avaya Takes a Fresh Look at the Midmarket

Industry pundits say the latest initiatives will help the company play catch-up.

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.

Tellme Adds a New Aspect to Its Call Center Offerings

Aspect and Tellme enter a partnership to expand IP solution.

'Press 1' for Caller Thoughts

Users prefer service to technology, a panel revealed.

Tellme Shouts Out a New Aspect to Contact Center Offerings

A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.

A Business That's Small Can Record Your Call

CallCopy's latest release—a Voice over Internet Protocol call-recording solution—specifically targets the smaller end of the small-to-midsize-business segment.

Convergys Acquires Intervoice

The provider of customer care and billing services announces that it will acquire the voice systems provider for $335 million.

Press 1 for Caller Thoughts

As this year's SpeechTEK conference opens, industry analysts, consultants, and providers say vendors must shed their distorted views on end-user opinions of speech automation.

Chordiant Keeps People in Contact Center Equation

With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology

Convergys to Acquire Intervoice

The $335 million deal deepens Convergys' footprint in an increasingly competitive customer service market.

Microsoft Goes Automated with its Service Agent

Perhaps overshadowed by the abandoned Yahoo! acquisition, this release marks another contact center-specific offering from the software giant, and may lead to inroads with large-scale contact centers.

Eureka! CallMiner Hopes Large Enterprises Discover Its New Release

According to Jeff Gallino, CallMiner's cofounder and chief technology officer, the speech analytics program's latest edition is primarily focused on delivering results for enterprise-level deployments.

VoiceXML Propels Global Investment in IVRs

In a shift to open standards, new Datamonitor statistics show approximately 69 percent of all IVR shipments will be VoiceXML-based platforms.

Contact Centers Can't Keep Up with KPIs

The findings in a recent Aberdeen study on contact center consolidation reveal a harrowing pattern of companies failing to measure key performance indicators.

Microsoft and Nuance Get Muted By Gartner Magic Quadrant for IVR

The two vendors are removed from contention in the research firm's latest assessment of the interactive voice response marketplace.

Access Your Contact Center Data Anywhere, Anytime

In response to customer demand, Autonomy etalk's Intelligent Contact Center solutions suite introduces Qfiniti Web Access, turning any Internet-connected computer into a customer-service station.

Speech Self-Service a Top Priority in 2008

Companies are beginning to see the technology as an essential part of customer service strategy.