'Reports'
Even with a potential FFIEC mandate for phone-based multifactor authentication on the horizon and the insidious cost of fraud continuing to rise, the question remains: Are voice biometrics ready for mass adoption? All directional indicators point to “Yes,” as does a growing roster of implementers and prospects. Speaker verification solutions have the potential to raise customer satisfaction while conforming to the strictures of “strong” authentication. A multitude of solutions providers are emerging to support two-factor authentication for telephone banking that remains cost-effective by leveraging existing CRM, Web services and security infrastructures.
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March 16th, 2007
Dan Miller
In an era of tepid IT spending growth (a modest 5%-7% for 2007, according to most estimates), speech-enabled self-service and associated application software and services is growing in excess of 20%. Much of the growth is a reflection of top management’s heavy involvement in technology purchases. Executives now find that a higher return on investment (ROI) and lower total cost of ownership (TCO) result from effectively deploying self-service resources that leverage IP-telephony and Web services investments, extending speech processing access over traditional telephones and mobile devices.
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February 8th, 2007
Dan Miller
Research findings based on a series of executive interviews coupled with a thorough literature review to identify “best practices†exhibited among providers of hosted or managed automated speech processing. Opus Research identifies what’s working now regarding real-world implementations focusing on the Five ‘Ps’ common to business analysis: Pricing, Promotion, Product, Partnerships and Personnel. In this report, we highlight techniques which correlate both with business success and customer satisfaction.
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November 16th, 2006
Dan Miller
Voice biometric technology providers are in position to vie for a share of the market created by the need to provide user authentication for online- and phone-based commerce. Opus Research expects rapid growth for voice-based caller authentication, anticipating large-scale, customer-facing implementations among financial institutions, insurance companies, government agencies and customer care.
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September 12th, 2006
Dan Miller
The July 2006 release of VoiceObjects 6, coupled with the company’s re-location to California, marks a significant product and market shift that will influence how enterprises and service providers can implement and manage self-service phone applications –from touch-tone or speech to multimodal voice, video and text-based applications.
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July 18th, 2006
Derek Top
By 2007, businesses of all sizes will already be a long way down the transformative path toward a Service-Oriented Architecture. And the contact center will remain a showcase for the best practices that meld speech processing, call processing, workforce management and customer relationship management on an SOA-conformant infrastructure.
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June 20th, 2006
Dan Miller
Since 1985, Opus Research has been tracking the drivers of platform selection for Voice Self-Service platforms. Earlier this year, VoiceGenie commissioned a project to update the current criteria used by implementers when selecting a VoiceXML platform. This report reflects the results of the four-month survey process.
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May 18th, 2006
Avery Glasser
Host Media Processing eliminates the need for special purpose network interface cards to support voice, fax and even video processing by replacing hardware with software. Moving media processing from specialpurpose interface cards makes it possible for more applications and servers to share those resources.
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May 17th, 2006
Dan Miller
Free, advertiser-supported Directory Assistance services hold promise as media for local, mobile search and e-commerce. To succeed they must morph beyond the DA model to become a more wide-ranging portal for multimodal access to a portal of local businesses and mobile services.
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May 12th, 2006
Dan Miller
After reaching $800 million in 2005, enterprise spending on hardware, software and services to support automated handling of telephone based transactions, queries and interactions (primarily voice-based) will exceed $2.5 billion by 2009.
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January 1st, 2006
Dan Miller
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