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 ›
Featured Research
Fear No Google: Or What to Do As the Sultan of Search Morphs into a Phone Company
Featured Research 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… 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 ›
The Recombinant Telephony Ecosystem: Voice Mashups and the Telco API
Featured Research 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… Read More ›
Gold Systems Makes Microsoft’s OCS More Social
Featured Research 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,… Read More ›
Mobile Speech: Unlocking Personal Apps, Features and Functions
Featured Research 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…. 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.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@cgy.bcc.myftpupload.com).
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.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@cgy.bcc.myftpupload.com).
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@cgy.bcc.myftpupload.com).
SpeechCycle Opens “Grammar Factory” for Rich Speech Applications
Featured Research
A new hosted offering by SpeechCycle (“nRich Grammar Factory”) puts data in the hands of companies to build new grammars, ensuring better recognition rates and higher levels of caller satisfaction with voice self-service. The solution marks a milestone in Recombinant Telephony by moving grammar development into the cloud.
Advisories are available to registered users only.
For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@cgy.bcc.myftpupload.com).