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At the recent Genesys Analyst Conference, SAP offered a preview of a solution integrating NetWeaver Voice runtime resources with the Genesys Voice Portal (GVP). The use case on display involved the automated dispatch of a utility company’s field technician based on an emergency situation. To complete the task, GVP performed under the command of NetWeaver Voice’s “voice dialogue runtime,†which is built on VoiceObjects technology. NetWeaver Voice has been available to developers for a number of months but will be formally introduced at SAP’s SAPPHIRE gathering in Atlanta in April.
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January 25th, 2007
Dan Miller
Aeroplan, the loyalty program administrator that separated itself from AirCanada, has completed ‘Phase 1′ in rolling out a hosted voice self-service (VSS) application that includes conversational authentication of a caller’s identity based on comparison of spoken words with a stored voiceprint. Voiceprints are designed to take the place of personal identification numbers and simplify the log-in process.
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August 4th, 2006
Derek Top
Vodafone Spain’s groundbreaking portal provides a real-life glimpse into the new generation of customer-care platforms that combine voice, text-messaging (SMS), and multimedia messaging (MMS) to better respond to emerging customer needs in real-time.
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May 19th, 2006
Dan Miller
Super-hip, mobile virtual network operator (MVNO) Amp’d selected INFONXX as its directory assistance provider, rather than a similar service from Verizon’s captive LiveSource service. The selection vaults the INFONXX into a new level of the service delivery ecosystem.
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December 22nd, 2005
Dan Miller
Excell Agent Services, a historic innovator in wholesale directory assistance, is being purchased by Texas-based OSC, a provider of directory assistance and CRM services.
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October 5th, 2005
Dan Miller
Australian satellite entertainment distributor AUSTAR deploys Nuance Verifier software in conjunction with ‘calling line identification’ and a unique ‘hash code’ to simplify and shorten the process of ordering movies and other televised entertainment on demand.
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July 15th, 2005
Dan Miller
>>vCustomer buys MCI’s Operator Services Resources
>>April 25, 2005
Architectural execution: Medium
Market value: High
Ecosystem implications: High
Analyst: Avery Glasser
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April 25th, 2005
The resulting company has over 140 employees and a global footprint of 40 international customers, ranging from Yellow Pages publishers and directory assistance service providers to local Internet search specialists.
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April 20th, 2005
Dan Miller
Recent announcements by IBM and Nortal show that as VoIP adoption in enterprises accelerates, the marriage of VoIP and automated speech is increasingly prevalent.
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December 8th, 2004
Dan Miller
Wireless 411 database searches will be executed on an ISx FlexiQ platform, now that Qsent has announced its vendor selection. The win is both commercially and strategically important for ISx.
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November 30th, 2004
Dan Miller
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