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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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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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.
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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.
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Featured Research
Twitter has gone from the “margins to the mainstream” in less than 12 months. In so doing it has become an almost essential marketing and customer service tool for brands, as well as a news and information distribution platform for publishers and even government. While companies and larger marketers are flocking to Twitter, there’s also enormous, untapped potential for small businesses to use Twitter as a free marketing and CRM vehicle in the same way.
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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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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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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.
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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Featured Research
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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