Featured Research Shoppers and browsers turn to the Web, search engines and social networks for advice and information about goods and services; but the phone (especially mobile) and contact center resources still figure prominently into their conversational path. Leading contact… Read More ›
Featured Research
Research Report: Voice Biometrics Update 2011: Attacking Adjacent Markets
With over 6.5 million registered voice prints supporting user authentication, we can begin to detect patterns that are defining successful adoption of the technology. It is clear that voice biometrics must be incorporated in multi-factor deployment schemes and that demand is destined to be driven by creating a positive user experience across multiple communications modalities and networks. That creates a “multiplier effect” as system integrators, application developers and mobile service providers discover the value of stronger authentication of individual end-users.
The Telco API Comes of Age: New Models For Voice and Telephony Mashups
Featured Research In January 2007, Opus Research’s annual “what to expect” advisory included a section called “Make Way for Mashups” in which we described opportunities to bring together content, information and status indicators from a variety of sources to deliver… Read More ›
Gold Systems Leveraging a Long Legacy with Microsoft Lync
Among the handful of Microsoft’s go-to-market partners are involved with Contact Center and Interactive Voice Reponse (IVR) software, Gold Systems stands out with a commitment to Speech at Microsoft extending to the original SpeechServer and unique software, Vonetix, to speed development and simplify management of enterprise apps.
Contrasts in Collaboration: Microsoft, Cisco and IBM
Microsoft, Cisco and IBM are the three major IT infrastructure providers with potential to define how companies can encourage collaboration among employees, customers and business partners. In this advisory we provide a brief assessment of their latest product updates.
Survey Results: Companies “Unifying” the Conversational Contact Center
A survey of over 200 customer care professionals, sponsored by Empirix and conducted by Opus Research, discovered that use of social media and “cloud computing” is on a par with popular IM and collaboration platforms.
Cisco Releases Customer Collaboration Infrastructure Elements
After tantalizing industry analysts with a preview of its product capabilities back in June, Cisco has formally assigned trade names, SKU’s and licensing terms to new, collaborative contact center software. SocialMiner captures and analyzes input from multiple social media and then uses it to assign priority and route messages throughout the enterprise. Its release is coordinated with a new rev of Cisco Media Capture and the a new desktop for both agents and supervisors, called Finesse.
Equifax, Anakam and The Future Potential of ID Proofing
Equifax’s acquisition of multifactor authentication specialist Anakam shows that the risk and credit management specialist recognizes the value of stronger ID-proofing in anticipation of the public’s move to mobile commerce and the need for stronger controls on access management to personal information in an increasingly cloud-based world.
Vendor Profile: Interactions Corporation
Founded in 2002 in New Jersey, Interactions Corporation offers human-assisted recognition of natural language input. Its technical approach puts live agents into the workflow early and often to promote faster recognition of both utterances and intent.
The “CRM to VRM Connection”: Dan Miller on the Road to Vendor Relationship Management
Opus Research’s Dan Miller gave the “CRM baseline” presentation at last week’s VRM+CRM 2010 Workshop, conducted by Project VRM and the Berkman Center for Internet & Society at Harvard Law School. Thus started discussions of the path from today’s decidedly… Read More ›