Recent Posts - page 173
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Speech-Enabled Mobile Search: Delivery Models for Information, Entertainment and Services
This report explores the evolution and transition from “traditional” wireless directory assistance (DA), where the revenue is supplied by consumers on a pay-per-use basis, to a “free,” potentially ad-supported model we’re calling speech-enabled mobile search (SEMS). In 2006, wireless carriers, device makers, mobile subscribers and advertisers combined to spend more than $4 billion on resources that used spoken words to extend the ability to search onto mobile devices. By 2010, that dollar value will exceed $7.5 billion.
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Voice Biometrics Conference Takes on Growth and Challenges
High-profile implementations, like VoicePay (in the U.K.) and Bell Canada’s Voice Identification Service, signal a new era for voice biometrics technologies. Success in the near term is pegged on high levels of convenience and security for customer-facing applications. Long-term success will be linked to establishing spoken passwords as a highly trusted way to leverage existing infrastructure for securing Web-, mobile- and phone-based commerce.
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Boston Globe – April 26, 2007
Excerpt: To date, mobile voice-enabled search has been restricted almost entirely to basic directory assistance — a business worth about $4.1 billion a year, according to Dan Miller , senior analyst at Opus Research in San Francisco. , Miller projects… Read More ›
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Analytics and Reporting for Phone-Based Self-Service
With the sharp public eye on customer satisfaction, businesses need better and faster ways to tune phone self-service resources. A new generation of monitoring and reporting systems supports closer links to business intelligence and analytics. Determining suitability of new solutions hinges on compatibility with existing performance management resources, flexibility for accommodating multiple constituencies within the enterprise and out-of-the box capabilities, in terms of providing pre-formatted reports.
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Investor’s Business Daily – April 16, 2007
Excerpt: The mobile search market has become the latest battlefield for Web search rivals Microsoft and Google, (GOOG) which recently launched a mobile search service called Google Local Voice Search. “It’s definitely heating up,” said Dan Miller, an analyst with… Read More ›
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Soft Launch for Google’s Free DA: 1-800-GOOG411
The soft launch of 1-800-GOOG411 signals that Google, Inc. will vie with Microsoft (with Tellme), AT&T (with Nuance and others) and Jingle Networks in defining how directory assistance will morph from caller-paid, limited-function, query-and-response to an advertiser-supported, search/find/transact model. By 2010, advertiser support of free DA could capture roughly $3 billion of the $9 billion spent by advertisers and end-users for speech-enabled mobile search. Yahoo! is yet to be heard from.
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Voice Biometrics in 2007: Scaling Up for the Mass Market
Even with a potential FFIEC mandate for phone-based multifactor authentication on the horizon and the insidious cost of fraud continuing to rise, the question remains: Are voice biometrics ready for mass adoption? All directional indicators point to “Yes,” as does a growing roster of implementers and prospects. Speaker verification solutions have the potential to raise customer satisfaction while conforming to the strictures of “strong” authentication. A multitude of solutions providers are emerging to support two-factor authentication for telephone banking that remains cost-effective by leveraging existing CRM, Web services and security infrastructures.
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Wall Street Journal – March 14, 2007
Excerpt: Web-based voice services are still a relatively new field. The industry has so far been populated by small specialists, but is ripe for consolidation, says Dan Miller, an analyst at Opus Research Inc. of San Francisco. Companies spent $1.12… Read More ›
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Investor’s Business Daily – March 14, 2007
Excerpt: Most of Tellme’s business today involves providing automated call center services for companies such as E-Trade, (ETFC) FedEx (FDX) and Merrill Lynch. (MER) But the acquisition is really a “mobile play” for Microsoft, said Dan Miller, an analyst with… Read More ›
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Microsoft Buys Tellme Networks, Becomes SEMS Prototype
With its acquisition of Tellme Networks, Microsoft enters the realm of speech-enabled mobile search (SEMS) in a very big way. Heated competition among search leaders (Google and Yahoo!) and speech processing partnerships (Nuance and IBM) should accelerate now, with mobile subscribers benefiting from stepped up innovation. But uncertainty remains in the role of wireless carriers and the structure of targeted advertising sales.