Dreamforce has always had elements of a Danse Macabre (Dance of Death) when it comes to its views of contact centers in the future.
Articles
Genesys Labs Enters the Cloud-based Contact Center Fray with Salesforce.com
Even though Genesys Labs already has a long history of offering hosted contact center services (with the likes of AT&T, Verizon, Orange Business, Echopass and others), it is set to launch a new set of cloud-based offerings at Salesforce.com’s Dreamforce 2012.
Ingalls Hire Signals New Life-Cycles for Voxeo and its Labs
A 33-year telco industry veteran from an incumbent telco industry is taking the helm at Voxeo.
Reflections on SpeechTek 2012: Co-Location Lends New Contexts to Automated Speech
This year the transformation of SpeechTEK continued as conference organizer, InformationToday, Inc. (ITI), co-located three closely-related-but-loosely-coupled events at the Marriott Marquis Hotel in New York City.
Webcast: The “Friction-Free” Self-Service Challenge
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense.
Panel With Dan Miller, Steve Wozniak, Nuance’s Ron Kaplan and Ford’s Sheryl Connelly
If you have 90 minutes (actually skip to minute 1:34 for the beginning) we think you’ll enjoy our discussion of “The Future of Conversing with Technology.”
Empirix Launches Testing Services for Voiceprint Enrollment and Speaker Authentication
Empirix is formally offering a new flavor of its Empirix Testing as a Service (ETaaS) designed specifically to facilitate early detection and remediation of technical speedbumps that could interfere with enrollment of voiceprints or later voice-based authentication activities.
Angel Labs Introduces Lexee to Help Developers Make Mobile Apps Conversational
Angel Labs has upped the ante in the speech-enabled mobile assistant domain by introducing Lexee, a self-service solution that integrates cloud-based speech processing, natural language understanding and analytics.
Nuance Debuts Nina: Speech-enabled Virtual Assistance for Mobile Customer Care
Nuance Communications’ introduction of the virtual assistant named Nina marks a significant set of advancements for mobile customer care. Nina’s software and approach starts with a novel combination of voice biometrics, speech recognition, text-to-speech rendering and natural language understanding, all hosted in Nuance’s “cloud.”
Active Endpoints’ “Cloud Extend Mobile” Leverages Native Speech Processing
Last week, Active Endpoints introduced Cloud Extend Mobile, a SaaS offering that makes it easy for companies to offer easy (“Siri-like”) access to enterprise applications from smartphones.