Recent Posts - page 108
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Research Report-Mobile Customer Care: New Paradigms and Practices
Mobile subscribers are using their smartphones and other mobile devices to take control of their interactions with the firms with whom they choose to do business. They’ve forced companies to form mobile strategies that must go far beyond simply offering a “mobile app” and range to providing the most effective, and natural, mobile user experience. Companies and their technology providers have responded in kind.
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[24]7 Inc. Merges Microsoft’s Tellme and Voxify Assets into Cloud-based Self-service Offering
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 ›
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Occupy Customer Service?
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).
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Fonolo’s New Offer Will Broaden Appeal
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.
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February 1 Marks Day One for the New Genesys
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”
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Webcast: Best Practices for Voice Biometric Implementations
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.
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Research Report – Voice Biometric Authentication Best Practices: Overcoming Obstacles to Adoption
As technology providers and system integrators around the world successfully bring their solutions to market, we’re identifying the product attributes, architectures and deployment strategies that define the best practices in layered, multi-factor and risk-based deployments of voice biometrics.
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Voice Control’s Excellent Adventure at CES in Las Vegas
At this year’s International Consumer Electronics Show (CES), amid new smartphones and tablets; connected TVs; automotive entertainment systems; and super-thin computers, speech processing providers were able to make the point that almost anything you can do with these new gadgets can be improved by adding voice to the user interface.
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Enterprises in Denial: Dealing with the Personal Data Deluge (Global Survey Results)
A remarkably high percentage number of C-level executives indicate their companies’ lack of a defined strategy to deal with all the “personal data” provided by customers and prospects through a multitude of channels. Yet they also tell us of their plans to incorporate that data into “understanding intent” and forging better communications links that promote loyalty, profitability and product refinement.