Creating Fluidity Between Channels
From single-channel to cross-channel interactions, customers must be able to move seamlessly among them without data loss.
How Natural Is NLU?
Technological advances are making interactions engaging, valuable, and even fun.
The Great Divide
Comparing talking machines to humans is like comparing airplanes to eagles
CallCopy Connects for Columbus Team
The NHL's Blue Jackets improve call center staff with intelligent call recording technology.
Vonage Calls on Nexidia for Improved Contact Center Operations
Expanded quality monitoring reduces costs and improves agent training.
Building Fluidity into Machines
My Call Isn't All That Important to Me
When battling an IVR, there's not always a clear winner.
In Other Words
Blasts Heard Round the Globe
Smart marketers are getting personal.
Make the Right Tech Request
Companies that cut costs on RFP consultants may pay a high price.
Reports of Persona's Death Have Been Greatly Exaggerated
New technologies encourage speech designers to get creative.
Putting a Price on Privacy
Are consumers sharing more than they know?
Enter EMMA 1.1
Getting more out of multimodal inputs
British Government Makes Investment in Literacy
Microsoft Demos a Translator That Re-Creates the User's Own Voice
No Surprise, Siri Satisfies
Speech Analytics Set to Surge
Voice Biometrics Comes of Age