Speech Technology eWeekly - June 06, 2006


A Multi-Channel Service Strategy to Meet Real Customer Needs

When it comes to service, customers express a preference for agents by a wide margin. But consumer studies show that when customers need to reach an enterprise, they will take advantage of all available channels. That's good news, because as much as they would like to, most enterprises simply can't afford an agent to personally handle every customer service transaction. In addition, enterprises increasingly find that many customers prefer the convenience of self-service. However, tactical solutions to curb costs often leave out an important element: a  consistent customer experience across all channels.>

Speech Technology News

EchoStar Selects Intervoice to Enhance Customer Service for Subscribers

DALLAS - EchoStar Communications Corporation, a U.S. provider of advanced digital television services, will be using the Intervoice Voice Automation Platform to enhance customer self service to its more than 12 million subscribers.

Genesys Completes Acquisition of VoiceGenie and Begins Partner Integration

- Genesys Telecommunications Laboratories, Inc. completed its acquisition of VoiceGenie and began integrating partners and customers.>

Phillip Hunter Joins Tell-Eureka to Lead User Experience Initiatives

NEW YORK, NY - Tell-Eureka named voice interaction designer Phillip Hunter as director of user experience. 

Cantata Technology Appoints Paul F. Brauneis to Chief Financial Officer

NEEDHAM, Mass. - Cantata TechnologyTM appointed Paul F. Brauneis to the position of executive vice president -- finance and administration, chief financial officer, and treasurer.  

Loquendo Presents Zosia, the New Female Polish Voice

- Loquendo unveiled Zosia, the new female Polish voice, heralding the launch of a new language for Loquendo TTS. >

NMS Communications Releases Vision VoiceXML Server

CHICAGO — NMS Communications released the newest member of its Vision family of media servers, the Vision VoiceXML Server.

Intervoice Receives U.S. Patents for Call Center Technology

DALLAS — The United States Patent and Trademark Office issued four patents to Intervoice, Inc. over the past 18 months for technology designed to provide enterprises with enhanced call center technology.