An exclusive Opus Research report details organizational processes and the decision-making factors involved for purchasing, implementing and measuring success for enterprise customer experience initiatives.
Articles
How Hyatt Hotels Delivers Intuitive Customer Service with an Intelligent Assistant
In an interview with Tim Moynihan, Senior Analyst with Opus Research, Hyatt Hotel’s John Romano discusses the company’s strategy in providing “authentic hospitality” in customer call support.
Intelligent Assistant Watch: WayBlazer to Assist with Pre-Travel Dreaming and Planning
IBM Watson Division inspired Travelocity’s founder Terry Jones to launch WayBlazer, which is a self-described “intelligent search discovery system” designed to deliver “contextual, personalized advice and insights for travelers.”
CX Message @ Oracle OpenWorld: Engage, Empower, Adapt
Based on on presentations of the CX portfolio, technology roadmap and an sales/engagement model called “Oracle Roadmap to Modern,” I came away from the CX track at OpenWorld more bullish about the business unit’s prospects than I had felt in prior years.
RogerVoice Provides Mobile Phone Solutions for the Hard-of-Hearing
Mobile phone app RogerVoice delivers completely automated, real-time transcription of conversations to create a rich mobile phone experience for deaf or hearing-impaired users.
Estimote Unveils New Product for Indoor Location and iOS Mobile Apps
A new software product designed to work with Estimote’s existing beacons enables easy set up for indoor mapping and the ability to deliver contextual features to mobile apps.
China’s ZTE and “Smart Voice Alliance” Poised to Promote “5A” Protocol for Voice-Controlled Devices
A consortium of mobile voice technology providers, led by manufacturing giant ZTE, will be employing a common set of protocols and practices to voice-enable mobile devices and services.
Eckoh and West Enter Partner Agreement to Combat Agent Fraud in the Contact Center
A newly announced partnership between West Interactive and Eckoh directly addresses the challenges that arise when firms accept credit card payments over the phone.
Talko Brings High Profile to Using Voice as an Asset
Move over Siri and Apple Watch. iPhone owners (at least in a corporate setting) have a new superstar. It’s name is Talko and its aim is to make good on the promise of treating voice conversations as the central asset… Read More ›
New Owners For VoiceTrust Have Canadian Epicenter
(Updated Sept 24) In a series of transactions that culminate in a “reverse takeover” and private placement of stock, voice biometrics specialist VoiceTrust is undergoing a change in management and receiving a cash infusion. Delrand Resources Ltd is acquiring VoiceTrust… Read More ›