xactly one year after its ambitious set of announcements of transformational technologies for contact centers, Avaya has formally rolled out upgrades to the Avaya Aura Contact Center (AACC) suite aimed to help its customers handle unprecedented amounts of contextual information that accompanies customer conversations.
Siemens Enterprise Communication’s quest for differentiation has taken it squarely into the realm of HD Voice.
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.
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.
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.
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.
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.
Microsoft, Google, Apple, Nuance, Vlingo and their partners are laying the groundwork for new advertising and promotions – bordering on “engagement” models.
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.
Nuance completed its acquisition of SVOX AG, the Switzerland-based provider of a full range of speech processing software.