Featured Research
“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.
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“Recombinant Communications: Extending Services to Anywhere Customers”
By Dan Miller | June 8, 2010
Overview
A fundamental shift is taking place as customers assume control of the time, place and context for their interactions with selected vendors. In this report, sponsored by SpeechCycle, Opus Research describes the current sea change in customer care dynamics, providing a case study and description of the technical architecture and systematic approach that’s needed to support multi-channel, multi-modal customer care.
Featured Research Reports are available to registered users only.
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“Briefing Summary: Cisco’s Focus on the Integrated User Experience“
By Dan Miller | May 26, 2010
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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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
“The Nuance/IBM Five-Year Plan: R&D Focused on Understanding“
By Dan Miller | May 24, 2010
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.
Advisories are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
“Voice Biometrics 2010: A Transformative Year for Voice-Based Authentication”
By Dan Miller & Derek Top | May 13, 2010
Overview
With over 5 million registered voice prints supporting user authentication around the globe, it appears that voice biometric-based solutions are poised to assume the pivotal role of user authentication to support higher levels of trust among users of mobile apps, remote monitoring, distance learning, e-medicine, e-government and a host of other social activities or transactions.
Featured Research Reports are available to registered users only.
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“New Framing for Twitter: Subsidized Social Contact Center “
By Dan Miller | April 15, 2010
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.
Advisories are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Recombinant Communications Brings New Life to Text-to-Speech
By Dan Miller | March 2, 2010
Featured Research
The advent of Recombinant Communications has the potential to breathe new life into some well-established voice processing technologies – including text-to-speech (TTS) rendering. New applications “read” Tweets, email and text messages easily. New platforms allow tuning of output to support specific voices or brands.
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“Shopping Across Channels: A Survey of Customer Preferences“
By Dan Miller | January 21, 2010
Featured Research
In both preference and practice, people have established personal hierarchies surrounding the channels through which they carry out conversations with selected vendors. An Opus Research survey of roughly 1,000 respondents shows the order in which they turn to Web sites, search engines, toll-free numbers, social networks, store visits, blogs, IM and chat to support shopping, product selection, initial set-up and ongoing support.
Advisories are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
“Fear No Google: Or What to Do As the Sultan of Search Morphs into a Phone Company”
By Dan Miller | December 22, 2009
Overview
Google continues to impress fans and pundits with its VoIP-based utilities (Google Voice), multimedia instant messaging client (Google Talk), branded DNS, mobile OS, scads of “dark fiber” and now, reportedly, a phone of its own. Incumbent carriers and competing search service providers can sit back and marvel, leverage Google’s investment, or attack known weaknesses.
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“Consumer Survey Results: Attitudes Toward Streamlined Customer Service”
By Dan Miller | December 1, 2009
Overview
In this era of social media, customers are becoming much less patient with traditional customer care channels. That’s why it’s so interesting to evaluate survey results that provide insight into customer preference and intention to use new tools that give them greater power to control their e-commerce activities.
Featured Research Reports are available to registered users only.
Click Here to View the Report Summary
Registered CAS Clients – Click Here to View the Full Report
“The Recombinant Telephony Ecosystem: Voice Mashups and the Telco API”
By Dan Miller | November 11, 2009
Overview
The idea behind Recombinant Telephony is relatively simple: splice together the basic materials of today’s communication technologies with new software elements to introduce new services that support customer requirements. A fast-growing community of technology providers, application developers and service delivery specialists are helping fuel spending on software, services and “appliances” that fulfill on the Internet’s promise to support a better user experience for commerce, communication and collaboration.
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
“Gold Systems Makes Microsoft’s OCS More Social”
By Dan Miller | September 22, 2009
Overview
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, including Twitter and Facebook.
Advisories are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
“Mobile Speech: Unlocking Personal Apps, Features and Functions”
By Dan Miller | September 16, 2009
Overview
The forces of human nature, technological progress and regulatory stricture are converging to boost interest in “truly hands-free” mobile applications. Dozens of firms have responded with a broad variety of software, services and features that work remarkably well. Next step: to build a sustainable market model.
Featured Research Reports are available to registered users only.
