Heightened Level of Alert
As more risks become associated with VoIP, companies that did not take security into account before will need to start
Hosted Speech: Trend or Foe?
A roundtable discussion with members of the hosted speech community reveals the benefits and concerns with a hosted speech solution
On Good Speaking Terms
When dealing with a machine, it shouldn't sound too much like a human
Would You Do This?
Vendors are betting that you will as they move toward a one-call-to all unified communications strategy
IVR Fuels Additional Sales at an Auto Dealer
Automated call solution has led to $70,000 in additional service department revenue
Speech as a Fan Favorite
Prerecorded marketing boosts an NBA team's game attendance
Vodafone Spain Drives Customer Satisfaction with Speech
Survey results make the customer call center the talk of nearly 179 million people
Unify with Protection
Policies and Technologies for Improving the Customer Experience
The customer experience isn't about completion rates and ROI; it's about achieving an intended task easily, efficiently, and even enjoyably
Aligning Customer and Company Goals Through VUI
Reducing the cost of customer service should come second to keeping the customer happy
Banking on Voice Biometrics
Regulations are enforcing stricter authentication for financial institutions, generating more opportunity for voice biometrics
A Case in Proof
As technologies evolve, proving authenticity of voice recordings will become increasingly difficult.
A report that used to take eight hours to complete can be done in about 15 minutes<
Autonomy Helps Contact Centers Smarten Up
By extending the capabilities of its etalk Contact Center portfolio, Autonomy is taking a new approach to contact center management
Cellphone Users Prefer Live Agents to ARS
Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings than those handled by a live agent, according to the J.D. Power & Associates Wireless Customer Care Performance Study released Jan. 25.
Opus CAT Scan Gives Good Prognosis for Self-Service
In the latest version of its Conversational Access Technologies (CAT) report, Opus Research notes that speech-enabled self-service is growing faster than other IT spending.
Speech Comes Standard in Microsoft Vista
Microsoft released its Windows Vista operating system on Jan. 30, calling it the most significant product launch in the company's 32-year history. At the same time, it also released its Office 2007 product suiteone of the key components of Microsoft's unified communications offering that is expected to ship this summer (see story on page 14).
VoIM Use Grows, But Must Overcome Hurdles
While increased use of instant messaging (IM) in the enterprise, along with the proliferation of features like file sharing and white-boarding, make voice over IM (VoIM) an attractive option, VoIM service providers must tackle ease-of-use and interoperability issues before the technology will become more widespread, according to a new report by Light Reading's Enterprise VoIP Insider.