In May 2012 Opus Research, in conjunction with Nuance Communications, commissioned Coleman-Parkes Associates to survey 1,000 individuals who had recently used their telephone for customer care. They described the shortcomings of present systems for caller authentication and provided clues that should be used in designing secure and convenient customer care in the future.
Articles
Nexidia Taking Analytics Vertical and Into the Cloud
As part of an overall strategy to support “analysis of issues, not channels,” Nexidia is introducing new product enhancements, services, packaging and pricing structures to accommodate emerging enterprise requirements.
Voxeo’s Tropo API Now Firmly Planted in Deutsche Telekom’s Developer Garden
Voxeo Labs has announced a formal partnership with Deutsche Telekom (DT) to incorporate the Tropo API into DT’s Developer Garden.
Nuance-Uniphore Partnership to Bring Voice-based Authentication to Banks in India
A partnership between Nuance Communications and Chennai-based will focus on bringing speech recognition and voice biometric-based authentication to mobile banking throughout India.
Meet Lola, BBVA’s Next Generation Virtual Personal Assistant, In Cahoots with SRI
he wraps are off a new Web-based virtual personal assistant (VPA) developed over the past two years by Spanish financial services provider, BBVA.
Dragon ID Combines Mobile Device Activation and User Authentication
One by one, Nuance is delivering on its promise to meld accurate speech recognition, artificial intelligence and biometric-based authentication into a resource that recognizes an individual and quickly gauges his or her intent. The product strategy already delivered DragonGo!, a… Read More ›
Automated Speech Improves Personal Productivity
Voice-based productivity is attracting attention both on the investment and product introduction front.
Mobile customer care – a long way off
It’s clear that mobile care (a/k/a smart, connected interactions) will be the hot trend in the customer service industry for 2012. Consider the announcements we’ve already seen in the first third of this year from Genesys, NICE, Virtual Hold and… Read More ›
Interactive Intelligence’s Interaction Mobilizer Addresses Major Headaches Surrounding Support of Mobile Customers
Interactive Intelligence (InIn) is taking a new approach to helping its corporate customers “go mobile.”
Bing 411’s Three-Year Run Ends June 1
With very little fanfare, Microsoft is ready to deep six Bing 411, the free voice search and directory assistance service that grew out of its acquisition of Tellme Networks (which took place in may 2007).