Featured Research

Four Steps Leading to the intelligent Customer Front Door™

By on

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.

Reports are available to registered users only.
Please click here to login.

Voxeo’s Tropo: ‘Telco in LegoLand’

By on


Featured Research
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.

Advisories are available to registered users only.
Please click here to login.

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

By on

Featured Research
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

By on

Featured Research
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.

Consolidation Chronicles: Voxeo Acquires VoiceObjects

By on

Voxeo continues to use its cash flow in acquiring firms whose software and technology expand geographic scope and create greater business potential to its developer community. The acquisition of VoiceObjects delivers on Voxeo’s promise of openness, strict adherence to standards and multi-vendor support to the application layer of the solution stack.

Tellme’s New Role at Microsoft: Platform for Partnerships

By on

Tellme’s new partnership initiative — embracing NEC, Dimension Data, Aspect Software, Gold Systems, Servion and others — marks a transformational change in business strategy and company identity. In 1999, Tellme was arguably the first, and certainly the most ambitious, voice portal and ASP, defining premium voice services for both enterprise customer care and service provider content delivery. In its quest for “scale” it has become wholesale platform for medium-sized enterprises.

Voice Biometrics Case Study: Government Service Insurance System

By on

A Philippine government employee pension program serving 1.5 million people in the Philippine Islands has become a showcase for voice biometric-based authentication to enable loan applications and payment distribution. At Voice Biometrics Conference London 2008, Jean Bengo, vice president of the Government Service Insurance System, shared the organization’s experience and delivered insights into both its origins and technological underpinnings.