The July 2006 release of VoiceObjects 6, coupled with the company’s re-location to California, marks a significant product and market shift that will influence how enterprises and service providers can implement and manage self-service phone applications –from touch-tone or speech to multimodal voice, video and text-based applications.
Reports
Contact Centers in the Age of SOA
By 2007, businesses of all sizes will already be a long way down the transformative path toward a Service-Oriented Architecture. And the contact center will remain a showcase for the best practices that meld speech processing, call processing, workforce management and customer relationship management on an SOA-conformant infrastructure.
VoiceXML Platforms: Criteria for Platform Selection Study
Since 1985, Opus Research has been tracking the drivers of platform selection for Voice Self-Service platforms. Earlier this year, VoiceGenie commissioned a project to update the current criteria used by implementers when selecting a VoiceXML platform. This report reflects the results of the four-month survey process.
A Host Media Processing Primer: When Going Cardless Makes Sense
Host Media Processing eliminates the need for special purpose network interface cards to support voice, fax and even video processing by replacing hardware with software. Moving media processing from specialpurpose interface cards makes it possible for more applications and servers to share those resources.
The ‘Free DA’ Phenomenon: Is the Business Model Sustainable
Free, advertiser-supported Directory Assistance services hold promise as media for local, mobile search and e-commerce. To succeed they must morph beyond the DA model to become a more wide-ranging portal for multimodal access to a portal of local businesses and mobile services.
Conversational Access Technologies: Forecasting Application-Driven Growth
After reaching $800 million in 2005, enterprise spending on hardware, software and services to support automated handling of telephone based transactions, queries and interactions (primarily voice-based) will exceed $2.5 billion by 2009.
Biometric Use Cases: Choosing the Right Biometric for the Job
Featured Research Speaker Verification has received short shrift from security mavens, largely because it has been ill-positioned by the speech processing community and has been subject to misplaced concern over its relative “strength” compared with more expensive, hardware-intensive alternatives. In… Read More ›
Speech Recognition 2005: Return on Investment Study
Automated speech technologies continue to deliver cost savings and crucial business metrics. This Web-based study finds an 80% positive ROI for companies utilizing automated speech technologies, with payback periods averaging less than one year.
Fundamentals of Speaker Verification and Biometric-Based Authentication
Featured Research Classifying speech recognition and Speaker Verification as technical cousins has done nothing to further the market development for either technology. Speaker Verification is more than an enhancement to ‘Voice Self-Service’ applications. It is an extension of an organization’s… Read More ›
Automated DA at the Crossroads: How the Web Redefines Directory Assistance
The Directory Assistance market is just beginning to feel erosion due to the growing tide of Web-based local search offerings. Opus Research sees the need for providers to shift product development focus to the broader category of customer care, which also includes addressing the usability of the offering.