High quality customer care relies on rapid recognition of a caller’s intent and equally rapid resolution of outstanding issues. Those tasks are made more difficult in the world of multi-channel, socially aware interactions. Solutions providers are applying the principles of… Read More ›
Featured Research 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… Read More ›
Featured Research Cisco Systems is set to leapfrog rivals in the contact center line of business when it merges Quad, its social media friendly user interface, with the latest revs of its Unified Contact Center platforms. With its competitive sights… Read More ›
Featured Research 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… Read More ›
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… Read More ›
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… Read More ›
Featured Research With more than five million registered voiceprints 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… Read More ›
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… Read More ›
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… Read More ›
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 ›