On November 15, Genesys formally launched a new packaging of its customer interaction platform (Genesys 8), bringing its efforts to “save the world from bad customer service” to companies with fewer than 300 seats in their contact centers.
customer experience
NICE Systems to use IBM’s Technology to Harness Big Data from Contact Centers
NICE Systems and IBM have joined forces to bring the power of “Big Data analytics” incorporates data the emanates from the contact center.
“Fear of Chatter”: The Implications of Virgin America’s Social Network-based Customer Care
Dreamforce has always had elements of a Danse Macabre (Dance of Death) when it comes to its views of contact centers in the future.
Reflections on SpeechTek 2012: Co-Location Lends New Contexts to Automated Speech
This year the transformation of SpeechTEK continued as conference organizer, InformationToday, Inc. (ITI), co-located three closely-related-but-loosely-coupled events at the Marriott Marquis Hotel in New York City.
Webcast: The “Friction-Free” Self-Service Challenge
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense.
Panel With Dan Miller, Steve Wozniak, Nuance’s Ron Kaplan and Ford’s Sheryl Connelly
If you have 90 minutes (actually skip to minute 1:34 for the beginning) we think you’ll enjoy our discussion of “The Future of Conversing with Technology.”
Empirix Launches Testing Services for Voiceprint Enrollment and Speaker Authentication
Empirix is formally offering a new flavor of its Empirix Testing as a Service (ETaaS) designed specifically to facilitate early detection and remediation of technical speedbumps that could interfere with enrollment of voiceprints or later voice-based authentication activities.
Angel Labs Introduces Lexee to Help Developers Make Mobile Apps Conversational
Angel Labs has upped the ante in the speech-enabled mobile assistant domain by introducing Lexee, a self-service solution that integrates cloud-based speech processing, natural language understanding and analytics.
Nuance Debuts Nina: Speech-enabled Virtual Assistance for Mobile Customer Care
Nuance Communications’ introduction of the virtual assistant named Nina marks a significant set of advancements for mobile customer care. Nina’s software and approach starts with a novel combination of voice biometrics, speech recognition, text-to-speech rendering and natural language understanding, all hosted in Nuance’s “cloud.”
Survey Results – Caller Authentication: Likes, Dislikes and Preferences
In May 2012 Opus Research, in conjunction with Nuance Communications, commissioned Coleman-Parkes Associates to survey 1,000 individuals who had recently used their telephone for customer care. They described the shortcomings of present systems for caller authentication and provided clues that should be used in designing secure and convenient customer care in the future.