Summer 2014

Magazine Features

Battle of the IVR Designs: Conversational Versus Phone Trees

When it comes to IVR design, are you seeing the forest for the trees?

Is Voice Biometrics Right for You?

Voice biometrics solutions are emerging from the periphery of the technology landscape and growing at a staggering rate. Can your company afford to ignore them?

Speech Is Set to Dominate the Wearables Market

A voice interface opens a world of possibilities for wearable devices.

Deployments

County Jails Unlock the Secret to Fewer Calls

Stanislaus County Sheriff's Department turns to Telerus to deliver information about inmates.

Editor's Letter

As Technology Gets Smaller, Speech Gets Bigger

Forward Thinking

Voice XML Brings IVR into the Future

Continuing demand gives these applications an impetus for improvement.

In Other Words

Narrowing the Call Center Language Gap

Simultaneous interpretation tools save time and money.

Inside Outsourcing

10 Best Practices for Making the IVR a Desirable Destination

Simplify the process to reduce caller frustration.

Interact

Spam Calls: The New Outbound Problem

An increase in junk calls requires added vigilance by legitimate firms.

Voice Value

Big Data in the Contact Center

Speech analytics is just the beginning.

Standards

Remembering Scott McGlashan

May 4, 1963-February 12, 2014

FYI

Microsoft Introduces Cortana, Its Answer to Siri

M*Modal Files for Chapter 11

Fujitsu Brings Emotion to Text-to-Speech

Momentum Builds for Voice Stress Analysis in Law Enforcement

Overheard/Underheard: CVS Prescription Service Aids Visually Impaired