Opus Research » Advisories http://opusresearch.net/wordpress Analysis and Expertise on Voice Services and Conversational Commerce Wed, 23 May 2012 17:29:43 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Gold Systems Leveraging a Long Legacy with Microsoft Lync http://opusresearch.net/wordpress/2010/12/23/gold-systems-leveraging-a-long-legacy-with-microsoft-lync/ http://opusresearch.net/wordpress/2010/12/23/gold-systems-leveraging-a-long-legacy-with-microsoft-lync/#comments Thu, 23 Dec 2010 21:54:18 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3915 Among the handful of Microsoft’s go-to-market partners are involved with Contact Center and Interactive Voice Reponse (IVR) software, Gold Systems stands out with a commitment to Speech at Microsoft extending to the original SpeechServer and unique software, Vonetix, to speed development and simplify management of enterprise apps.

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]]> http://opusresearch.net/wordpress/2010/12/23/gold-systems-leveraging-a-long-legacy-with-microsoft-lync/feed/ 0 Contrasts in Collaboration: Microsoft, Cisco and IBM http://opusresearch.net/wordpress/2010/12/01/contrasts-in-collaboration-microsoft-cisco-and-ibm/ http://opusresearch.net/wordpress/2010/12/01/contrasts-in-collaboration-microsoft-cisco-and-ibm/#comments Wed, 01 Dec 2010 18:02:23 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3811 Microsoft, Cisco and IBM are the three major IT infrastructure providers with potential to define how companies can encourage collaboration among employees, customers and business partners. In this advisory we provide a brief assessment of their latest product updates.

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]]> http://opusresearch.net/wordpress/2010/12/01/contrasts-in-collaboration-microsoft-cisco-and-ibm/feed/ 0 Equifax, Anakam and The Future Potential of ID Proofing http://opusresearch.net/wordpress/2010/10/13/equifax-anakam-and-the-future-potential-of-id-proofing/ http://opusresearch.net/wordpress/2010/10/13/equifax-anakam-and-the-future-potential-of-id-proofing/#comments Thu, 14 Oct 2010 04:24:25 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3564 Equifax’s acquisition of multifactor authentication specialist Anakam shows that the risk and credit management specialist recognizes the value of stronger ID-proofing in anticipation of the public’s move to mobile commerce and the need for stronger controls on access management to personal information in an increasingly cloud-based world.

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]]> http://opusresearch.net/wordpress/2010/10/13/equifax-anakam-and-the-future-potential-of-id-proofing/feed/ 0 Vendor Profile: Interactions Corporation http://opusresearch.net/wordpress/2010/09/07/vendor-profile-interactions-corporation/ http://opusresearch.net/wordpress/2010/09/07/vendor-profile-interactions-corporation/#comments Tue, 07 Sep 2010 19:11:54 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3412 Founded in 2002 in New Jersey, Interactions Corporation offers human-assisted recognition of natural language input. Its technical approach puts live agents into the workflow early and often to promote faster recognition of both utterances and intent.

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]]> http://opusresearch.net/wordpress/2010/09/07/vendor-profile-interactions-corporation/feed/ 0 The “CRM to VRM Connection”: Dan Miller on the Road to Vendor Relationship Management http://opusresearch.net/wordpress/2010/08/30/the-crm-to-vrm-connection-dan-miller-on-the-road-to-vendor-relationship-management/ http://opusresearch.net/wordpress/2010/08/30/the-crm-to-vrm-connection-dan-miller-on-the-road-to-vendor-relationship-management/#comments Mon, 30 Aug 2010 19:22:25 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3371 Opus Research’s Dan Miller gave the “CRM baseline” presentation at last week’s VRM+CRM 2010 Workshop, conducted by Project VRM and the Berkman Center for Internet & Society at Harvard Law School.

Thus started discussions of the path from today’s decidedly unconversational CRM systems to more social CRM and ultimately user-controlled “Vendor Relationship Management”.

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]]> http://opusresearch.net/wordpress/2010/08/30/the-crm-to-vrm-connection-dan-miller-on-the-road-to-vendor-relationship-management/feed/ 0 The Collaborative Customer Care Genome http://opusresearch.net/wordpress/2010/08/19/the-collaborative-customer-care-genome/ http://opusresearch.net/wordpress/2010/08/19/the-collaborative-customer-care-genome/#comments Thu, 19 Aug 2010 21:57:20 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3361
High quality customer care relies on rapid recognition of a caller’s intent and equally rapid resolution of outstanding issues. Those tasks are made more difficult in the world of multi-channel, socially aware interactions. Solutions providers are applying the principles of Recombinant Communications (RC) to address the emerging needs and objectives of their enterprise customers.

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]]> http://opusresearch.net/wordpress/2010/08/19/the-collaborative-customer-care-genome/feed/ 0 Cisco Shows Latest IP-Contact Center Collaboration Components http://opusresearch.net/wordpress/2010/06/22/cisco-shows-latest-ip-contact-center-collaboration-components/ http://opusresearch.net/wordpress/2010/06/22/cisco-shows-latest-ip-contact-center-collaboration-components/#comments Tue, 22 Jun 2010 18:33:11 +0000 Dan Miller http://opusresearch.net/wordpress/?p=3061
Featured Research
Cisco Systems is set to leapfrog rivals in the contact center line of business when it merges Quad, its social media friendly user interface, with the latest revs of its Unified Contact Center platforms. With its competitive sights set on Avaya/Nortel, Cisco now has deeper hooks into social media to serve hosted service providers (like Teletech) and capitalize on the growth in market share and product revenues.

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]]> http://opusresearch.net/wordpress/2010/06/22/cisco-shows-latest-ip-contact-center-collaboration-components/feed/ 0 Briefing Summary: Cisco’s Focus on the Integrated User Experience http://opusresearch.net/wordpress/2010/05/26/briefing-summary-cisco-focus-on-the-integrated-user-experience/ http://opusresearch.net/wordpress/2010/05/26/briefing-summary-cisco-focus-on-the-integrated-user-experience/#comments Wed, 26 May 2010 17:50:25 +0000 Dan Miller http://opusresearch.net/wordpress/?p=2930
Featured Research
Three product lines and six overall objectives were highlighted as Joe Burton, CTO of Cisco’s Unified Communications Business Unit, presented at the company’s “North America Unified Communications Six-Month Update.” According to Burton, the CUBE, IME and IP-CC are foundational to providing a compelling, integrated user experience. (Details on the acronyms and abbreviations are contained herein.)

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]]> http://opusresearch.net/wordpress/2010/05/26/briefing-summary-cisco-focus-on-the-integrated-user-experience/feed/ 0 The Nuance/IBM Five-Year Plan: R&D Focused on Understanding http://opusresearch.net/wordpress/2010/05/24/the-nuanceibm-five-year-plan-rd-focused-on-understanding/ http://opusresearch.net/wordpress/2010/05/24/the-nuanceibm-five-year-plan-rd-focused-on-understanding/#comments Mon, 24 May 2010 18:44:20 +0000 Dan Miller http://opusresearch.net/wordpress/?p=2917
Featured Research
The R&D relationship between IBM and Nuance has reached its third stage, now that the two companies have entered a five-year joint research initiative. Their collective objective is to get to the next phase in speech processing, where person-to-machine interactions are as natural as person-to-person.

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]]> http://opusresearch.net/wordpress/2010/05/24/the-nuanceibm-five-year-plan-rd-focused-on-understanding/feed/ 0 New Framing for Twitter: Subsidized Social Contact Center http://opusresearch.net/wordpress/2010/04/15/new-framing-for-twitter-subsidized-social-contact-center/ http://opusresearch.net/wordpress/2010/04/15/new-framing-for-twitter-subsidized-social-contact-center/#comments Thu, 15 Apr 2010 22:17:21 +0000 Dan Miller http://opusresearch.net/wordpress/?p=2726
Featured Research
Recent activities and acquisitions by Twitter have been transformational. At Chirp, the first “Official Twitter Developer Conference,” top management discussed the company’s new products, clients and revenue models revealing how Twitter will serve as a central point of activity for social commerce or, better yet, an ad-subsidized social contact center.

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