Featured Research

Tellme and Microsoft: Two Years On

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Featured Research
Microsoft and Tellme celebrate the second anniversary of their merger with new features that leverage Tellme’s voice application experience and conform to the release cycle of Microsoft Windows and the Microsoft speech engine. The result is improvement in the user experience for voice self-service (VSS) and mobile search.

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Foundations 2009: Voice Self-Service Meets Web 2.0

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Featured Research
Phone-based self-service has taken on new meaning as phones morph into multi-functional wireless devices and contact center functions are distributed throughout the globe. Conversational Access Technologies now involve asynchronous interaction among individuals using Web services over the phone lines. Adding the human touch to traditionally automated self-service activities gives companies the option to leverage existing staff and IT infrastructure or outsource operations to managed or hosted service providers.

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For more information on becoming an Opus Research client, please contact Pete Headrick ([email protected]).

Customer Interaction Analytics: Quality of Care on the Critical Path

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As customer care spans multiple modalities requiring real-time responses, “Analytics” has become an all-purpose word that embraces monitoring and recording, knowledge management, business intelligence, word spotting, data mining and analysis of data from a multiplicity of sources. Yet the most important aspect of new systems is the ability to correlate measured activity in ACDs, IVRs and agent workstations with overall business objectives, including customer satisfaction and retention, increased sales, agent productivity and, ultimately, profitability.

Users Have Spoken (or Not): Voice Search Still on the Horizon

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Featured Research
Voice is the arguably the universal “interface” for mobile devices. Recent surveys show that mobile subscribers are interested in speech services such as they are today; nonetheless, there is also evidence a majority don’t anticipate future speech applications will transform their mobile Internet experience. Yet current offers by leaders in both mobile search and voice processing have not yet transformed voice into the so-called “killer app.” At a recent Web 2.0 conference, Google executives termed speech as “core” to the company’s mobile efforts. If that means deeper integration of speech processing with mission critical application logic, search algorithms, content management, identity management and other resources, we will soon see an inflection point in user adoption.

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Google Voice: Assessing GrandCentral’s Relaunch

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GrandCentral’s developers have had close to two years to define and implement the enhancements that best leverage the assets of its owner, Google. The result, Google Voice, is a high profile showcase which is mostly for “insiders” who are already initiated to GrandCentral. In the longer run, the ability to search and manage the artifacts of asynchronous interactions will be a boon to phone-based commerce.

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Four Steps Leading to the intelligent Customer Front Door™

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In this report, commissioned by Genesys Labs, Opus Research enumerates the steps it takes to install and maintain an intelligent Customer Front Door (iCFD). A key finding is that virtually every firm that has invested in resources to improve their customers’ self-service and agent-assisted experiences has already started along a well-blazed and relatively short path to measurable improvements in the quality of customer care and, ultimately, profitability.

Featured Research
Customer loyalty is a two-way street. Businesses around the world are finding greater success at winning, serving and retaining customers when they are able to respond quickly and effectively whenever they call. intelligent Customer Front Door™ (iCFD) is a metaphor that describes a set of applications and technological resources that enable businesses to identify callers and quickly aggregate information about them to assist in successfully resolving their needs. Implementing the iCFD is an incremental process that involves integrating self-service and intelligent routing with contact center applications. Many firms are farther along than their managers might think in terms of implementing iCFD. This document illustrates a simple set of “steps toward iCFD” to help you locate your progress and readiness for full-blown implementation.

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Voxeo’s Tropo: ‘Telco in LegoLand’

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Voxeo’s introduction of Tropo will accelerate the organic growth in the community voice and telephony application developers by reinforcing links with API-oriented programmers. Innovation reins in spite of (or because of) challenging economic times.

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Inside the Numbers: Bright Spots in Avaya’s Sales Figures

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Avaya’s sales figures for calendar year 2008 provide a glimpse of the uneven adoption of Conversational Access Technologies – or at least Avaya’s flavor of IP-based contact centers and self-service resources. Global results were flat, but IVR sales grew at close to 25%. They highlight the need for cost-effective solutions that leverage the installed base and create opportunities for go-to-market partners.

Mixed Messages from Virtual Launch of Microsoft OCS2007 R2

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The Virtual Launch Event that Microsoft held for Office Communications Server 2007 R2 was a technical triumph. Without leaving their desks or home offices, attendees could see case studies and visit virtual trade show booths. Plus, Microsoft got its mixed message across: PBXs, IVRs and their equivalents are “dead ends.” But PBX makers and routing specialists remain key partners.