Opus Research’s Dan Miller will introduce and moderate a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank.
Articles
Hot Off the Virtual Press, “Rethinking Customer Service: The Call Center as Corporate Information Hub”
TheSocialCustomer.com has issued a report entitled “Rethinking Customer Service: The Call Center as Information Hub.” I contribute a section about new roles for Customer Service Reps (CSRs) in support of Conversational Commerce.
Two Vendor Studies Breed Introspection for Multimodal Contact Center Operators
In June both Interactions Inc. and Dimension Data issued results of a survey survey work that collectively portray the challenges confronting modern contact center operators.
Raising the Profile of Voice Biometrics for Fraud Prevention and Trusted Mobile Commerce
Over on Opus Researches Voice Biocon Web site, I’ve been logging a number of stories surrounding the global growth of voice biometric technologies as part of multi-factor authentication practices to prevent fraud for commercial banks, investment companies, card issuers and government agencies.
Sberbank’s “Lie Detecting” ATM May be the Ultimate “Onboarding” Kiosk
Reaction to the alleged “Lie Detecting ATMs” being tested by Russia’s largest commercial bank, Sberbank, gives an eerie preview to the public’s acceptance of self-service kiosks in the future.
“Voice-Plus” Paves Way for New Business Models
Microsoft, Google, Apple, Nuance, Vlingo and their partners are laying the groundwork for new advertising and promotions – bordering on “engagement” models.
Cisco Names Rosters of Partners to Host (and Popularize) Quad
Cisco announced formal arrangements with a number service providers to offer Quad on a hosted or managed services basis. The chosen service providers include ACS (a Xerox company) in North America, Logicalis UK in Western Europe, and Alphawest (a wholly owned subsidiary of Optus) in Australia.
Update with Deal Terms: Nuance Acquires SVOX; Next Step in Battle Among Apple, Google, Microsoft, AT&T and IBM
Nuance completed its acquisition of SVOX AG, the Switzerland-based provider of a full range of speech processing software.
Webcast Tomorrow: The Contact Center as a Customer Information Hub
With all the chatter building around social media, data mining and analytics, it’s easy to forget that the telephone remains a frequently used instrument for conversational commerce.
Avaya Planning an IPO to raise $1 Billion; Values Company at 1/4 the Market Cap of Groupon
According to a report by Wall Street Journal reporters Dana Cimillluca and Anupreta Das, an IPO is imminent for Silver Lake Partners and TPG’s Avaya Inc.