Articles by Kevin Brown
New Omnichannel Offerings Share the Power of NLU
Natural language understanding is enabling a budding omnichannel revolution.
The Conversational Cloud Promises Breakthroughs, and Plenty of Complexity
Cloud-delivered speech services are the future, and that future will require a lot of thought.
Real-Time Speech Transcription Spells Out Contact Center Excellence
This former nice-to-have is becoming increasingly critical for agent training.
Speech Technology's Invaluable Assist
Our extraordinary assistive speech technologies were years in the making.
The Microsoft-Nuance Alliance: A Curative for Caregiver Conversations?
Nuance's enhanced cloud offerings could aid healthcare-focused analytics
Speech Technology as Hyperpolyglot? Soon, That Will Be No Hype
The ability to converse in multiple languages is a big business advantage, and speech solutions are working on the problem.
Amid the Pandemic, Speech Technologies Expand the Telehealth Options
The telehealth approach is now providing treatments across the healthcare spectrum
Speech Recognition Has Finally Come of Age. Now What?
Relying on the likes of Amazon and Google presents challenges for buyers and providers alike
Speech Recognition Is Here (Finally). Now the Real Work Begins
Both solution buyers and providers need to stay focused on changing alliances and data security.
It’s Time for an End to ‘Speech-Disabled’ IVRs
Too many callers are greeted by dressed-up DTMF or overly ambitious speech offerings. Either way, they're being ill-served.
Speech Recognition Is Still Hard Work—and Reliant on People
Humans are a bigger challenge to decipher than we think we are, even for AI-equipped systems
As Consumers Embrace Speech Technology, Contact Centers Must Adapt
With people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it
Orchestrate Your Outsourced IVR Offering
Getting all the players in one room leads to harmonious solutions
Are You Checking Your Speech-Enabled Voice Channel?
Your callers shouldn't be your eyes and ears
IVR Gets Undercover Help
'Secret agents' can make a speech app more intelligent
Easing Customers' IVR Journeys
When it comes to caller intent, less is more.
Are We Underestimating the Role of Emotion?
Consider it along with data when evaluating caller experience.
Outsourcing Is Becoming a Cloudy Subject
Look past buzzwords when choosing speech-enabled solutions.
Self-Service Can't Deliver by Itself
Consider the total caller experience.
Raise Your Mobile Profile
Look to outsourcing to give your customers the technology they expect.
When Outsourcing Providers Disappear
As the economy contracts, strengthen your outsourcing contacts.
Make the Right Tech Request
Companies that cut costs on RFP consultants may pay a high price.
Put Speech Recognition in Its Place
Look at this technology as a friendly front-end tool.
Are There 31 Outsourcing Flavors?
IVR system decision makers weigh factors across customer entry points.
Spring-Cleaning or a New House? Voice User Interface Designers Can Help
How to sort out requirements for outsourcing your IVR
Why Reject the Premise of Hosted IVR Benefits?
The capital benefits will help sell the idea to the CFO.
Should You Shore Up Your Resources Through Offshoring?
Some job titles are better outsourced overseas than others.
When Your Outsourcer Outsources
Is this an out-and-out solution?
Make Your IVR a Disaster Recovery Star
Or at least consider outsourcing this function to an IVR provider.
Speech Platform Architecture
Don't undersell the foundation of your reputation.