On February 9, when Fonolo launched a free app for the iPhone, it raised the visibility of all efforts to shorten the time it takes to get things done through phone-based self-service.
customer care
Webcast “Multi-Channel Customer Care: A Survey of Consumer Preferences”
“Multi-Channel Customer Care: A Survey of Consumer Preferences” Webcast On-Demand – Watch Below! In both preference and practice, people have established personal preferences in how they interact with selected vendors. A recent Opus Research survey shows the increasing sophistication in… Read More ›
Shopping Across Channels: A Survey of Customer Preferences
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… Read More ›
Consumer Survey Results: Attitudes Toward Streamlined Customer Service
Featured Research 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… Read More ›
Previewing Multimodal Customer Care: Google Wave + ‘Bots and Recombinant Telephony
Wave’s roll out is a signal moment in Recombinant Telephon and has inspired a tremendous amount of creativity and will, over the next few years, prove valuable for collaborative communications, customer care and combinations of the two.
Aspect’s Cloudy Approach to Contact Center Transformation; Leverage VMware
In this press release, Aspect Communications tells the world that virtualization will be a big part of its efforts to bring UC applications into enterprise contact centers. But instead of turning to cloud-based resources from partner and part owner Microsoft,… Read More ›
Webcast: Rich Phone Apps and Enterprise 2.0 Customer Care
Webinar On-Demand Listen Now! In this webcast, as part of the Thought Leadership Series, Opus Research and SpeechCycle discuss the next generation of phone-based customer care applications and services. It’s nothing short of the transformation of the IVR 1.0 to… Read More ›
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.
Advisories are available to registered users only.
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
Featured Research
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.
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 2009: Building on Expectations
Featured Research
After years “behind the curtain,” a number of voice biometrics-based applications are moving from the pilot stage to full-scale deployments. Long-term growth will depend on how well solutions providers address issues of usability, affordability and integration with existing IVR and security infrastructure. Their track record is definitely improving.
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).