Featured Research
Mobile Customer Care: New Paradigms and Practices
By Dan Miller | February 8, 2012
Overview
Featured Research
Mobile subscribers are using their smartphones and other mobile devices to take control of their interactions with the firms with whom they choose to do business. They’ve forced companies to form mobile strategies that must go far beyond simply offering a “mobile app” in order to provide the most effective, and natural, mobile user experience. Companies and their technology providers have responded in kind.
Featured Research Reports are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
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Voice Biometric Authentication Best Practices: Overcoming Obstacles to Adoption
By Dan Miller | January 17, 2012
Overview
Featured Research
As technology providers and system integrators around the world successfully bring their solutions to market, we’re identifying the product attributes, architectures and deployment strategies that define the best practices in layered, multi-factor and risk-based deployments of voice biometrics.
This Report made available courtesy of Validsoft. Contact Pete Headrick (pheadrick@opusresearch.net) to receive a copy
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Click Here to View the Report Summary
Enterprises in Denial: Dealing with the Personal Data Deluge
By Dan Miller | January 6, 2012
Overview
A remarkably high percentage number of C-level executives indicate their companies’ lack of a defined strategy to deal with all the “personal data” provided by customers and prospects through a multitude of channels. Yet they also tell us of their plans to incorporate that data into “understanding intent” and forging better communications links that promote loyalty, profitability and product refinement.
This Report made available courtesy of Empirix. Contact Pete Headrick (pheadrick@opusresearch.net) to receive a copy
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Siri and the New Speech Imperative
By Greg Sterling | December 7, 2011
Overview
Siri is being covered in most of the business and popular press as a “mobile assistant.” But its long-term impact is tightly bound to how end-users discover, define, and get comfortable of new ways to control devices, navigate content and carry out daily activities through mobile devices.
Reports are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Voice in “The Cloud”: Catalyst for Conversational Commerce
By Dan Miller | August 23, 2011
Overview
Thanks to advances in reliability, capacity and security, “The Cloud” has become the general destination for applications, storage and computer power that used to live almost exclusively within enterprise firewalls. This creates a new playing field where old-guard, voice application service providers (like Voxeo, Convergys, Microsoft/Tellme, Nuance) are on a par with Amazon.com, Salesforce.com, IBM and other “giants” of cloud computing.
Featured Research Reports are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Click Here to View the Report Summary
“The Social Contact Center: At the Hub of Conversational Commerce“
By Dan Miller | July 15, 2011
Overview
Shoppers and browsers turn to the Web, search engines and social networks for advice and information about goods and services; but the phone (especially mobile) and contact center resources still figure prominently into their conversational path. Leading contact center infrastructure providers enable agents to monitor, analyze and react to input and posts from a number of sources – primarily to gauge intent and engage customers.
Featured Research Reports are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Click Here to View the Report Summary
“Voice Biometrics Update 2011: Attacking Adjacent Markets“
By Dan Miller | May 2, 2011
Overview
With over 6.5 million registered voice prints supporting user authentication, we can begin to detect patterns that are defining successful adoption of the technology. It is clear that voice biometrics must be incorporated in multi-factor deployment schemes and that demand is destined to be driven by creating a positive user experience across multiple communications modalities and networks. That creates a “multiplier effect” as system integrators, application developers and mobile service providers discover the value of stronger authentication of individual end-users.
Featured Research Reports are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Click Here to View the Report Summary
“The Telco API Comes of Age: New Models For Voice and Telephony Mashups“
By Dan Miller | February 9, 2011
Overview
In January 2007, Opus Research’s annual “what to expect” advisory included a section called “Make Way for Mashups” in which we described opportunities to bring together content, information and status indicators from a variety of sources to deliver utility and novelty to phone users. We also said, “the most successful market participants are those that create revenue opportunities for their technology and marketing partners.” In this report, we revisit those observations and make more detailed observations surrounding what APIs and related resources serve the developer community well while building a multi-billion business.
Featured Research Reports are available to registered users only.
Click Here to View the Report Summary
“Gold Systems Leveraging a Long Legacy with Microsoft Lync“
By Dan Miller | May 26, 2010
Featured Research
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.
Advisories are available to registered users only.
“Survey Results: Companies “Unifying” the Conversational Contact Center“
By Dan Miller | November 17, 2010
Overview
A survey of over 200 customer care professionals, sponsored by Empirix and conducted by Opus Research, discovered that use of social media and “cloud computing” is on a par with popular IM and collaboration platforms. A look at implementation plans and motivations highlights the importance of quality monitoring tools as companies travel headlong into the age of conversational commerce.
Featured Research Reports are available to registered users only.
Click Here to View the Report Summary
“Voice Application Hosting in the Era of Recombinant Communications”
By Dan Miller | June 29, 2010
Overview
Providers of hosted speech applications were ahead of the curve in anticipating and accommodating requirements for third-parties to handle seasonal or media-driven spikes in calls to customer care agents or IVR resources. Today, to stay ahead of the curve, leading hosted service providers pin their prospects for further success on the ability to accommodate a plethora of service delivery frameworks over multiple media as the notion of “X”-as-a-Service (where “X”=”Software,” “Platform,” “Applications,” etc.) takes hold.
Featured Research Reports are available to registered users only.
