On Tuesday, August 21, Opus Research has organized a day’s worth of panel discussions called “The Year of Living Virtually,” as part of SpeechTEK in New York City. Under discussion will be the creative ways that service providers meld IP-telephony and unified communications (UC) to change the nature of contact center outsourcing from its past focus on distributed voice processing applications to promote enhanced call routing that provides on-demand access to agents, voice platforms and Internet-based applications and resources.
Featured Research
Shop Online, Buy Locally: A Closer Look at Recent Survey Data
Last week, two studies described how Internet search is used by the large majority of consumers as a research tool before buying locally. The Web has now overtaken all other media, including printed Yellow Pages as a primary source for local business information. Directory assistance and cell phones were only used 3% of the time as a primary source. However, Local Mobile Search (LMS) expects that will change over time.
IBM Makes Speaker Identity Verification Part of WebSphere
IBM brings conversational speaker verification close to “off-the-shelf” status by making it a “feature pack” for WebSphere middleware. Speaker-independent, text-independent and language-independent verification overcomes many obstacles to adoption and has the potential to create a secure and pleasant user experience.
Google’s $4.6 Billion Bandwidth Bid Signals Buy-in to Mobile Applications
The giant company whose name is synonymous with Web search is ready to invest a minimum of $4.6 billion to acquire wireless bandwidth that is unfettered by carrier affiliation, device “lock-ins†and general lack of “openness.†Google is joined by a number of other service providers who would like to attain access to a national wireless network on a wholesale basis. With an auction scheduled for the first quarter of 2008, the cause of Local Mobile Search will have a decidedly national, even global, scope.
Voice Biometrics Market Potential Study: Applications Review and Assessment
The market for voice biometrics-based authentication software is starting to mature. The technology has proven its efficacy and value as the basis of password reset applications for enterprise Help Desk, leading to tens of millions of dollars in recurring revenue. Yet the market will reach a positive inflection point as “customer-facing” deployments grow to support secure, phone-based access to financial services, e-government and electronic payments.
Conversational Access To Unified Communications
Unified communications (UC) is the merger of social software with enterprise IT, voice processing and call processing resources to support employee productivity and overall business objectives. Adoption has accelerated recently by successful packaging, marketing and go-to-market strategies primarily by three firms that have the greatest impact in setting the overall form, function and direction of enterprise computing and communications: Cisco, IBM and Microsoft. This report evaluates their unification efforts and those of major partners in call processing and contact center automation.
Ingenio-Harris Mobile User Survey: Mobile Web to Grow, Ad Outlook Mixed
A recent Ingenio-sponsored survey by Harris Interactive explored a range of topics pertaining to mobile voice and data usage, as well as consumer acceptance of mobile advertising. The results show consumers are quickly expanding the use of mobile phones beyond voice-only capabilities, but monetizing those activities through mobile advertising remains an uphill battle.
Nuance Buys Tegic: Takes on Texting
By acquiring Tegic Communications, the originator of predictive text entry, Nuance brings the multimodal user experience in house. The acquisition will accelerate the go-to-market strategy for two years of joint development efforts. Tegic’s global footprint includes partnerships with a diversity of wireless carriers, device makers and mobile content providers.
Private Equity Firms Acquire Avaya: Changes Afoot
In an offer valued at $8.2 billion, Silver Lake Partners, along with TPG Capital, acquired Avaya, Inc., bringing the networking stalwart into a fold of companies that includes MCI, Sabre Holdings, Instinet and Gartner. The new owners are in a better position to organize converged solutions that include call processing, speech processing and application workflows. In short, it furthers adoption of “communications-enabled business processes.â€
IBM Boosts Service-Oriented Architecture Adoption
Last week at Impact 2007 in Orlando, IBM assembled about 4,000 enterprise customers, prospects or practitioners of service oriented architecture-based software implementations. In comparison, just three years ago at IBM’s first SOA-oriented get-together in San Francisco, some 200+ attendees attended. The ranks have grown so dramatically because Big Blue’s framing of SOA is consistent with efforts to destroy computing silos, support unified communications and link IT development efforts more closely with overall business objectives.