Recent Posts - page 169

  • The Friendly Face of Genesys: How Customer Interaction Portal Front-Ends a Unified Platform Strategy

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    After a successful sneak peek at G-Force, Genesys Telecommunication Laboratories offered Opus Research a deep look into its new offering: the Genesys Customer Interaction Portal. Currently positioned to support network-based self-service applications, the Customer Interaction Portal is poised to become a business user friendly design and management front-end for all of Genesys’ products and platforms. Developing this product with support from a partner firm represents a new attitude for this historically ”in-house-technologies-only” firm. The Customer Interaction Portal, in all senses of the term, has become the shining example of the friendly face of Genesys.

  • Voice Authentication Baked into Aeroplan’s Customer Care

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    Aeroplan, the loyalty program administrator that separated itself from AirCanada, has completed ‘Phase 1’ in rolling out a hosted voice self-service (VSS) application that includes conversational authentication of a caller’s identity based on comparison of spoken words with a stored voiceprint. Voiceprints are designed to take the place of personal identification numbers and simplify the log-in process.

  • Horizon Air Magazine – June 2006

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    “Opus Research estimates that voice-activated answering systems will handle more than a fifth of automated calls this year. That number is expected to grow rapidly because it takes $6 to $15 per call to have a live agent answer the… Read More ›

  • Get Ready for This Year’s VOX Conference

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    The drive to use IP infrastructure for a broader variety of distributed applications is occurring simultaneously with a general move to use resources around the globe to support self-service. As a result, outsourced self-service is enjoying revenue growth that exceeds speech automation, in general. The factors driving that growth are the topic of Vox 2006, which will be held in NYC on August 7, the first day of SpeechTek 2006.

  • VoiceObjects 6: Product Introduction Impact Study

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    The July 2006 release of VoiceObjects 6, coupled with the company’s re-location to California, marks a significant product and market shift that will influence how enterprises and service providers can implement and manage self-service phone applications –from touch-tone or speech to multimodal voice, video and text-based applications.

  • A Chance to Be Heard, Get Better Service (And Win an iPod)

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    For purchasers of voice self-service platform or hosted vendor services Sterling Audits, in conjunction with Opus Research invite you to participate in a groundbreaking survey. Upon completing the survey, you can register to win a free iPod shuffle!

  • Microsoft’s Success in Phones Hinges on CAT

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    In declaring Monday, June 26, “Unified Communications Strategy Day,” Microsoft, along with partners, laid out its vision for filling out the solution stack for enterprise IP-telephony. The software giant held an event in San Francisco where top executives demonstrated new software and hardware components that round out Unified Communications (UC) solutions. But while Microsoft’s new UC umbrella may define an expanded solutions stack, it hasn’t completed the circle by demonstrating new functionality or compelling business value.

  • Hot Topics, Avaya.com – June 22, 2006

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    Featured Premium Content: “Opus Research: Contact Centers in the Age of SOA” Opus Research reveals how the personnel and systems within the modern contact center are well-prepared to embrace an SOA driven transformation. Their research demonstrates how the contact center… Read More ›

  • Contact Centers in the Age of SOA

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    By 2007, businesses of all sizes will already be a long way down the transformative path toward a Service-Oriented Architecture. And the contact center will remain a showcase for the best practices that meld speech processing, call processing, workforce management and customer relationship management on an SOA-conformant infrastructure.

  • Last Man Standing: The Future of Independent Application Development Tools

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    With Cisco’s recent purchase of Audium, the number of independent, voice-application development tool providers in
    the market has been reduced to one: Vicorp. As the independent tool market dissolves, the focus shifts towards providers of niche functionality and service differentiation that hasn’t been addressed by the classic tool vendors. Being the last man standing, Vicorp is now positioned to build OEM relationships with Nortel, Intervoice and Genesys – the three voice self-service platform vendors with multiple platforms and without an appropriate developer tool strategy – or even become an acquisition target. As the last of the independent tool providers, Vicorp still has plenty of value.