March/April 2012

Magazine Features

LVA: The New Fraud Detector?

You can't hide malicious intentions from Layered Voice Analysis.

Speech Analytics: Turn Conversations into Dollars

Organizations that listen and respond to customers reap the rewards.

Deployments

American Customers Have a NICE Flight

Airline improves the customer experience with NICE Systems' SmartCenter suite.

Improving Agent Skills Generates Healthy Return

UTOPY speech analytics solution puts healthcare collection group on the road to recovery.

Editor's Letter

Speech Adoption Continues Its Climb

The Business Case

Improving Quality Assurance with Speech Analytics

Contact centers gain value with precision monitoring.

Forward Thinking

Balancing Content and Control

When consumers use multiple devices, give help where it's needed.

Interact

May I Have Your Attention, Please?

When designing an IVR, consider the impact of caller distraction.

A View from AVIOS

The Changing Perception and Reality of Speech Recognition

Siri sets a high bar for call center technology.

Voice Value

Fatal Distractions

Speech tech companies promote hands-free devices to prevent accidents.

FYI

Genesys Sets a New Course

Global Speech Rec Market to Approach $70 Billion by 2015

Microsoft and 24/7 Merge Contact Center Solutions

Nuance Acquires Bitter Rival Vlingo

Overheard Underheard

Voice Could Open New Doors for Hotels