November/December 2012

Magazine Features

Customer Service Metrics That Matter

One-third of companies are missing the mark. Don't let yours be one of them.

Siri-ous Influence: Enterprise Virtual Assistants Have Arrived

First came Apple's Siri for the iPhone. Now there's Nina, Lexee, and Sophia for business use.

Your Voice Is Your Password

Voice biometrics is gaining momentum in the enterprise.

Deployments

IVR Delivers for a Propane Gas Supplier

AmeriGas sees business improvements with a speech-enabled phone system from Message Technologies Inc.

Leveraging the Voice of the Customer Pays Off for Voxline

Brazilian contact center business finds NICE solutions are just what it needs.

Editor's Letter

Three Trends to Watch in 2013

The Business Case

Improving the Customer Experience with IVR Analytics

Streamline the service process for end-to-end benefits.

Forward Thinking

A New Age for Computer Interactions

Advances emphasize the role of the human mind.

Inside Outsourcing

When Outsourcing Providers Disappear

As the economy contracts, strengthen your outsourcing contacts.

Interact

VUI Designers Know Cross-Channel Design

Mobile apps raise expectations—and the bar.

A View from AVIOS

Banking on Multimodality

For financial transactions, gains are seen but challenges remain.

Voice Value

Enter Cross-Channel Proactive Customer Engagement

Being proactive is one thing. Getting it right is another.

FYI

Nuance Plans a (Truly) Hands-Free Phone

Nuance to Acquire Ditech Networks

Overheard Underheard

Speech-Enabled Virtual Assistants for Landlines?

The Cloud Will Drive Growth in Mobile Speech Recognition

Voxeo Taps Bob Ingalls as CEO