May 2009

Magazine Features

For the Best Hires, Retailers Hire Speech

Voice technologies help retailers prescreen an overflowing pool of job applicants.

Freedom in the Field

Speech is finding a home far outside the call center.

Romancing the Caller [and the Customer]

Eliciting the best response in a directed dialogue

Deployments

A Thing of Beauty

Spas and salons benefit from an Angel.com IVR to confirm appointments.

Out of the Outsourcing Business

A dictation solution lets a healthcare system bring transcription back in house, creating a $1 million windfall.

Speech Makes an Impact

A customer care solutions package from Verint Systems is helping Pitney Bowes address agent and customer turnover.

Editor's Letter

Speech Permeates the Enterprise

Forward Thinking

Speech for Distance Learning

Part II: Speech recognition develops a foreign tongue

Industry View

Talk Quickly Without Talking Faster

A new platform could cut the time spent needlessly on the phone

Inside Outsourcing

The Best Response to a Tough Economy

Make smart investments in your enterprise customer voice portal

Interact

What I Learned Waiting Tables

The server's tone sets the tone for the type of tip

Voice Value

Speech in an Emergency

The proper devices can help people communicate in times of need

Standards

Controlling Speech and Multimodal Applications

SCXML lets users travel through many states without leaving the phone

Speech Solutions

A Hosted IVR Solution

FYI

CosmoCom Launches Six Products in One Month

The company upgrades its IP unified communications suite with a host of new offerings, including a smartphone.

Emerging Analytics Tools Could Cut Costs by 10 Percent

Customer experience analytics are expected to make a big splash in the next three years, DMG predicts.

Google Moves on Voicemail-to-Text Market

The release of Google Voice brings the search engine giant into the telephony space.

Overheard/Underheard

Under-the-radar speech news

Visual Voicemail Captures Consumer Interest

Most people would prefer to receive voicemail displayed in an email-like inbox, a survey finds.