Quality customer care is at a crossroads. It is quite possible that all the investment in “Big Data” and analytics can crowd out genuine conversations between customer care professionals and their customers. At the same time, the growth of social networks, especially on always-on mobile devices threaten to make marketing messages and branding efforts irrelevant. This short document provides 10 rules for engaging customers more effectively.
With stepped up online and mobile commerce, exposure to Identity Fraud is on the rise. Join Opus Research, Voice Biometrics Group and Voxeo to learn how voice biometric-based solutions can help individuals counteract that trend. In this Webcast, we’ll discuss:… Read More ›
At “South by” I was invited to comment on the role of voice in social business for a video that IBM’s DeveloperWorks orchestrated.
Siri has become the benchmark against which competing mobile speech applications wish to be measured.
Varolii, a 13 year-old company that is the product of a merger between Par3 communications and EnvoyWorldWide), has added to more inbound services to its portfolio through a partnership with contact center productivity specialist Spoken Communications.
Microsoft’s quest for an acquiring company that will do justice to the legacy of Tellme Networks, referred to as its “interactive self-service assets” in this press release, has resulted in the formation of [24]7 Inc. The new company absorbs roughly… Read More ›
There’s certainly no shortage of technological revolution affecting the way organizations serve their customers. For example, much of the industry buzz in 2010 and 2011 revolved around the impact of social customer care (net: low volume, high brand impact) and the continued adoption of SaaS-based customer service (net: still gaining momentum but migration taking longer than most thought).
Today, under the headline “The End of Hold As We Know It”, Fonolo introduced a commercial offering that representing new packaging and pricing of its services.
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”
Opus Research’s report on Voice Biometric Best Practices is raising the profile of multifactor authentication for secure customer care, proof-of-life and password management. Join Pat Carroll, CEO of Validsoft, and Opus Research’s Dan Miller as they provide more details about increased interest from mobile subscribers, financial institutions and government agencies and share what they expect to see in the coming years.