Promising “step-function” improvement in both revenues and customer satisfaction, customer care outsourcer [24]7 has introduced [24]7 Assist, a new Web-based chat platform that leverages the company’s long-term investment in “Big Data”, analytics and decisioning resources.
Centers, especially IVRs, are too often seen as friction points interfering with direct contact with live agents. In this document we describe how well-designed IVR applications coupled with ongoing, formal programs for Continuous Improvement (CI) improve customer satisfaction and ensure positive business outcomes.
NICE Systems’ newly launched Contact Center Fraud Prevention solution demonstrates the effectiveness of a multilayered, context-aware approach to phone-based security.
Nuance has reportedly acquired one of the leaders in the Web-based virtual assistant business, VirtuOZ.
Ford Motor Company’s SYNC-AppLink adds a news reader based on content from USA Today, “powered by XTone’s Xavi(TM) voice assistant platform”.
Nuance Communications took a three-pronged promotional strategy to CES.
Call Management API “powered by [Voxeo Labs’] Tropo” voice and text application management platform. That makes AT&T the second major public network operator to embed the Tropo into their service development and delivery networks.
Natural language processing and understanding has long been the yardstick for measuring the human-like qualities of computers, so it is no surprise that Kurzweil, in his capacity as Director of Engineering, will reportedly focus on machine-learning and language-processing projects.
Expect Labs will introduce its first product, MindMeld for iPads, to showcase how its core technology embedded in a tablet will support a new kind of interpersonal communication.
An optimistic outlook for both technology and solutions providers pervaded the Voice Biometrics Conference 2012 in Singapore (VBC-Singapore).