A new study issued jointly by Aspect Software and The Center for Generational Kinetics provides research-based observations on fundamental changes in customer-to-business (C2B) conversations.
Tag Archive for ‘self-service’
Hosted voice and self-service specialist Contact Solutions has debuted a new service platform called My:Time.
Nuance has launched a new version of its virtual assistant Nina(TM) – a service that benefits from the company’s stepped up investment in research and development surrounding Natural Language Processing, with an assist from the acquisition of VirtuOZ in January.
Nuance redefines resources, support structure and rules of engagement to expand revenue opportunities for long-time platform providers (like Avaya, Genesys, Huawei and Cisco) and their “sub-channels” (meaning their network of resellers).
Natural language processing and understanding has long been the yardstick for measuring the human-like qualities of computers, so it is no surprise that Kurzweil, in his capacity as Director of Engineering, will reportedly focus on machine-learning and language-processing projects.
Long time call recording, quality assurance (QA) and Workforce Optimization (WFO) specialist VPI (aka Voice Print International) launched a new, cloud-based virtual assistant (VA) service called VirtualSource.
Spanlink and Convergys are joining forces to offer a comprehensive set of contact center solutions that leverage Cisco’s Customer Collaboration software, instantiated in Convergys’ cloud.
Last week, we were briefed by VHT (the new brand Virtual Hold Technologies), which will be rolling out a new flagship platform, the Conversation Bridge.
Nuance Communications launched a “portfolio” of software products and services to address every enterprise’s need to deliver on the promise of a mobile strategy.
Acknowledging the importance of testing before a speech-enabled customer care system “goes live,” Nuance Communications and Empirix Inc. have expanded their global partnership.