July/August 2011

Magazine Features

The 2011 Implementation Awards

The 2011 Market Leaders

The 2011 Speech Luminaries

The 2011 Star Performers

Editor's Letter

Speech Technology Satisfies Various Needs

The Business Case

The Rise of Proactive Customer Care

Anticipating needs delivers benefits in customer service, sales/marketing, and government

Forward Thinking

Multimodal User Interfaces Supplanting Voice-Only Apps

Trend driven by statistical language models, speaker verification, video clips, and multilingual apps

Inside Outsourcing

Are You Ready for Mobility Care?

Tie app into the contact center to create seamless interactions across customer entry points

Interact

Irrationally Held Truths Take a Toll

When organizations make assumptions about customers, rather than collect real data, self-service applications suffer

A View from AVIOS

Speech Drives Safety Solutions for Cars

Distractions like texting and navigation systems call for safer user interfaces, and the industry is responding

Voice Value

Speech-Enhanced Customer Service Gets a New Look

Multichannel solutions meld proactive outbound alerts and notifications with inbound capabilities

FYI

Hosted Solutions Slash Cost of Ownership

Cloud-based offerings bring substantial savings over on-premises systems

Microsoft to Acquire Skype for $8.5 Billion

Software giant targets Internet and smartphone markets

Nokia Turns to Windows Phone Platform

Microsoft, Finnish company team on Windows Phone 7-based global mobile ecosystem

Speech of the Future: Mobile, Multimodal, and Multilingual

Future trends identified at SpeechTEK Europe conference in London