Featured Research Most efforts by Microsoft and its partners make Office Communications Server (OCS) synonymous with the “Unified Communications.” Gold Systems has taken OCS into unfamiliar but highly social territory by recasting elements of the Communicator to accommodate social networks,… Read More ›
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Aura: Avaya’s New Architecture for Multimodal Self-Service and Routing
Featured Research
Disparate modes call for disparate measures. Avaya’s new unified communications architecture, Aura, supports self-service (based on the Voice Portal) and intelligent routing over IP and hybrid networks. Cross-channel interactions are coordinated by a new “Session Manager” function.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Genesys UC-Connect: A Link to Collaborative Customer Care
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UC-Connect, from Alcatel-Lucent’s Genesys Telecommunications Labs, makes significant strides toward collaborative customer care. The mechanism derives “agent state” and leverages “presence” information in tracking the availability of remote and back-office employees. However, its “Interaction Preview and Auction” could be a game changer in promoting more collaborative customer care.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
SpeechCycle Opens “Grammar Factory” for Rich Speech Applications
Featured Research
A new hosted offering by SpeechCycle (“nRich Grammar Factory”) puts data in the hands of companies to build new grammars, ensuring better recognition rates and higher levels of caller satisfaction with voice self-service. The solution marks a milestone in Recombinant Telephony by moving grammar development into the cloud.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
The ‘Twitterization’ of (Local) Online Marketing
Featured Research
Twitter has gone from the “margins to the mainstream” in less than 12 months. In so doing it has become an almost essential marketing and customer service tool for brands, as well as a news and information distribution platform for publishers and even government. While companies and larger marketers are flocking to Twitter, there’s also enormous, untapped potential for small businesses to use Twitter as a free marketing and CRM vehicle in the same way.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Tellme and Microsoft: Two Years On
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Microsoft and Tellme celebrate the second anniversary of their merger with new features that leverage Tellme’s voice application experience and conform to the release cycle of Microsoft Windows and the Microsoft speech engine. The result is improvement in the user experience for voice self-service (VSS) and mobile search.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Users Have Spoken (or Not): Voice Search Still on the Horizon
Featured Research
Voice is the arguably the universal “interface” for mobile devices. Recent surveys show that mobile subscribers are interested in speech services such as they are today; nonetheless, there is also evidence a majority don’t anticipate future speech applications will transform their mobile Internet experience. Yet current offers by leaders in both mobile search and voice processing have not yet transformed voice into the so-called “killer app.” At a recent Web 2.0 conference, Google executives termed speech as “core” to the company’s mobile efforts. If that means deeper integration of speech processing with mission critical application logic, search algorithms, content management, identity management and other resources, we will soon see an inflection point in user adoption.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Google Voice: Assessing GrandCentral’s Relaunch
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GrandCentral’s developers have had close to two years to define and implement the enhancements that best leverage the assets of its owner, Google. The result, Google Voice, is a high profile showcase which is mostly for “insiders” who are already initiated to GrandCentral. In the longer run, the ability to search and manage the artifacts of asynchronous interactions will be a boon to phone-based commerce.
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Voxeo’s Tropo: ‘Telco in LegoLand’
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Voxeo’s introduction of Tropo will accelerate the organic growth in the community voice and telephony application developers by reinforcing links with API-oriented programmers. Innovation reins in spite of (or because of) challenging economic times.
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Inside the Numbers: Bright Spots in Avaya’s Sales Figures
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Avaya’s sales figures for calendar year 2008 provide a glimpse of the uneven adoption of Conversational Access Technologies – or at least Avaya’s flavor of IP-based contact centers and self-service resources. Global results were flat, but IVR sales grew at close to 25%. They highlight the need for cost-effective solutions that leverage the installed base and create opportunities for go-to-market partners.