Author Archive
Tellme’s new partnership initiative — embracing NEC, Dimension Data, Aspect Software, Gold Systems, Servion and others — marks a transformational change in business strategy and company identity. In 1999, Tellme was arguably the first, and certainly the most ambitious, voice portal and ASP, defining premium voice services for both enterprise customer care and service provider content delivery. In its quest for “scale” it has become wholesale platform for medium-sized enterprises.
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December 1st, 2008
Dan Miller
A Philippine government employee pension program serving 1.5 million people in the Philippine Islands has become a showcase for voice biometric-based authentication to enable loan applications and payment distribution. At Voice Biometrics Conference London 2008, Jean Bengo, vice president of the Government Service Insurance System, shared the organization’s experience and delivered insights into both its origins and technological underpinnings.
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November 25th, 2008
Dan Miller
Signaling that speech recognition on the iPhone has reached acceptable levels, Google’s roster of mobile apps has expanded to include support of spoken search terms on iPhones. Other smartphones, including BlackBerries, G-1 and other Android platforms, will follow in short order.
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November 18th, 2008
Dan Miller
Version 2 of Microsoft Office Communications Server 2007 was introduced in Amsterdam earlier in October. Halfway around the world, in Boulder, CO, Gold Systems is already living Microsoft’s dream of moving all its voice traffic into the IP “cloud” while enabling all employees to take advantage of VoIP- and SIP-based routing tricks.
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November 5th, 2008
Dan Miller
As customer care spans multiple modalities requiring real-time responses, “Analytics” has become an all-purpose word that embraces monitoring and recording, knowledge management, business intelligence, word spotting, data mining and analysis of data from a multiplicity of sources. Yet the most important aspect of new systems is the ability to correlate measured activity in ACDs, IVRs and agent workstations with overall business objectives, including customer satisfaction and retention, increased sales, agent productivity and, ultimately, profitability.
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October 29th, 2008
Dan Miller
These economic times don’t just try men’s souls; they squeeze corporate spending. Today there are pressures on both capital and operational expense budgets for companies of all sizes. This is the time when leading-edge companies try out the few new technologies that save them money while enhancing their ability to forge better connections between their customers and customer care resources. Office Depot’s selection of Transera’s Seratel platform provides a case in point.
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October 20th, 2008
Dan Miller
Voice Biometrics Conference London 2008 is the only venue dedicated to determining where, why, how and with whom you should deploy speaker verification, speaker identification and other voice-based biometric solutions.
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September 10th, 2008
Dan Miller
Amid nearly universal bad news surrounding gas prices, stock prices, real-estate prices, etc., speech processing technologies and associated applications and software are in growth mode. SpeechTEK 2008 served as an ideal venue to take stock in the factors driving growth as speech technologies better integrate with IT components and move closer to the critical path of competitive businesses. Companies highlighted in the advisory include: Genesys, Voxeo, Nexidia, IBM, Syntellect, and Nuance.
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August 26th, 2008
Dan Miller
Application developers are packing the iPhone App Store with a wide variety of crowd pleasers and time-wasters that take advantage of the flat screen, multi-touch navigation and gravitometer. Automated speech processing is just beginning to enter the mix, but has a good deal of catching up to do.
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July 28th, 2008
Dan Miller
Enterprises of all sizes use third-party outsourcers to support their customer care efforts in the most cost-effective ways possible. In the wake of downsizing or “right-sizing” in the IT department, many lack the resources to support self-service applications over the phone. In this document, we look at the strategies and tactics followed by hosted service to accelerate the time it takes to deploy new services while reducing the technological risk of making the transition to IP-based networks and new delivery platforms.
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July 18th, 2008
Dan Miller
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