Recent Posts - page 151

  • Genesys Trifecta: Conversational Access Across Many Media

    By on

    Alcatel-Lucent’s Genesys Telecommunications Labs is making some very interesting announcements today at G-Force, its annual customer forum. The overall announcement is centered a key initiative called Cross Channel Conversations (CCC). It is a customer care solution which treats email, voice, Instant Messaging and SMS text as part of a single conversation.

  • Vodafone Contracts with OnMobile for VAS

    By on

    While I would like the acronym “VAS” to stand for “Voice-Activated Services”, it really stands for mobile “Value Added Services.” In Vodafonese, it refers to the set of VAS include ring-back tones, voice portal and speech enabled services that will now be based on a VAS server from OnMobile Global, one of the largest providers of “white label” mobile services.

  • AT&T’s HICS Leverages Genesys Customer Interaction Portal

    By on

    AT&T has stepped up efforts to offer medium-sized companies a pay-as-you-go option for contact center operations. Under the Hosted Integrated Contact Services (HICS), AT&T provides a way for companies to have inbound calls “take advantage of intelligent call routing, IVR applications and/or web-media capabilities (email, chat, fax).” To accomplish these objectives on its customers’ behalf, AT&T is deploying the major components of GCIP, the Genesys Customer Interaction Portal, which was fully integrated into the Genesys platform with the acquisition of SDE (a spin-off of German telephony application development specialist, VoicInt).

  • Users Have Spoken (or Not): Voice Search Still on the Horizon

    By on

    Featured Research
    Voice is the arguably the universal “interface” for mobile devices. Recent surveys show that mobile subscribers are interested in speech services such as they are today; nonetheless, there is also evidence a majority don’t anticipate future speech applications will transform their mobile Internet experience. Yet current offers by leaders in both mobile search and voice processing have not yet transformed voice into the so-called “killer app.” At a recent Web 2.0 conference, Google executives termed speech as “core” to the company’s mobile efforts. If that means deeper integration of speech processing with mission critical application logic, search algorithms, content management, identity management and other resources, we will soon see an inflection point in user adoption.

    Advisories are available to registered users only.
    Please click here to login.

    For more information on becoming an Opus Research client, please contact Pete Headrick ([email protected]).

  • MetroPCS to use Nuance Mobile Care for 611 Service

    By on

    Add MetroPCS’ 6.1 million subscribers throughout the U.S. to the group of wireless customers who with more on device options for customer care and self-service. Nuance Communications and MetroPCS announced an agreement whereby Nuance Mobile Care will serve as the platform for self-service reached by dialing 611 on a mobile handset.

  • Financial Service Consortium to Study Biometrics for Banking

    By on • ( 1 )

    A group of technology executives with representatives from Citigroup, Wells Fargo, JPMorgan Chase, among others, has launched a research initiative to study various biometric technologies and how they could be used to discourage fraudsters’ efforts at identity theft or account take-over. While a number of banks around the world are already trialing or piloting biometric-based authentication for both online and call center-based access, as evident from this report in SearchFinancialSecurity.com, adoption and deployment has been plagued by a lack of understanding.

  • Verizon’s 411 Service Integrates with VZ Navigator

    By on

    As reported by Greg Sterling in Opus Research’s LocalMobileSearch site, Verizon Wireless has established a service that makes the response to a Directory Assistance query into the “destination” used by the VZ Navigator service. This is yet another way for… Read More ›

  • Syntellect and Enghouse Acquire Scandinavian Reseller/Integrator

    By on

    As part of its long-standing plans for global expansion, Enghouse Systems Limited, parent company for Syntellect, completed its acquisition of Trio AB, an enterprise solutions provider founded in 1992. Trio provides voice processing and call processing platforms for enterprises in Scandinavia. While it was founded in 1992, it had been acquired by Teligent AB in 2006 as a premises-based offering from a value added service provider. Teligent put Trio up for sale in late 2008.

  • New York Times – April 6, 2009

    By on

    Excerpt:
    “All of the carriers are going to be supporting these mobile Internet devices that range from laptops to smartphones,” said Greg Sterling, an analyst with Opus Research, which monitors the mobile industry.

    From the article, “T-Mobile to Use Google Software in Devices for Home,” by Ashlee Vance, New York Times, April 6, 2009

  • Movidilo Moves into North America with West Interactive

    By on

    We were glad to see that Movidilo – a subsidiary of Spanish hosted speech services company Ydilo – had a booth at the Cellular Telephone and Internet Association (CTIA) convention in Las Vegas this year. It was more interesting to note that Movidilo had forged a relationship with West Interactive, one of the largest providers of automated customer care services in the world. According to a company press release, the two companies will work together to enhance the suite of customer care offerings to mobile phone subscribers.