Recent Posts - page 175

  • CAT 2007: Simplifying Search, Service Delivery and Customer Care

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    In 2007, IT spending will grow very modestly. Yet spending on Conversational Access Technologies (CAT) – automated speech, real-time communications and service-oriented architectures – will continue to follow a growth rate in the high ‘teens or low twenties. You may think that the need to accommodate photos, music and video would crowd out automated speech as an important modality, but the opposite is true, as discussed in this advisory.

  • TechWhack – December 8, 2006

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    Excerpt: Dan Miller, analyst for Opus Research spoke on this deal: “This is the beginning of some serious recognition that speech-enabling transactions open the door for some ear-popping revenue streams.” The market is expected to get a major boost with… Read More ›

  • 1-800-YELLOWPAGES: AT&T’s Entree into Free DA

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    AT&T’s free DA trials in Oklahoma City, Bakersfield (CA) and Columbus (OH) signal that the company is ready to cannibalize its own service. It is leveraging the capabilities of its automated platform – featuring technologies from VoltDelta, Envox, Nuance and Apptera – to automate DA queries as well as the purchase, placement and provisioning of a variety of audio advertising.

  • Sprinting Toward Mobile Services: Nuance Buys MobileVoiceControl

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    The acquisition of MobileVoiceControl, Inc. brings Nuance a downloadable product that runs on Palm’s Treo, RIM’s Blackberry and some Windows Mobile devices. More importantly, with MVC, Nuance now has a billing and retail relationship with Sprint/Nextel and a strategic content and advertising partner with Gannett (publisher of USA Today). All serve as real-world proof points for the Nuance Mobile concept.

  • InformationWeek – December 8, 2006

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    Excerpt: Nuance, based in Burlington, Mass., has been in the mobile market for voice-enabled services for a while, along with IBM, WireVision and others, Dan Miller, analyst for Opus Research, said. Nuance’s plans to acquire MobileVoiceControl, however, reflects the expectation… Read More ›

  • Call Center Magazine – December 7, 2006

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    Excerpt: “CTI capabilities play a critical role in improving the overall caller experience by routing calls to the most suitable contact center agents and delivering key customer information to those agents in a timely way,” said Dan Miller, Senior Analyst… Read More ›

  • Speech Technology Magazine – November 29, 2006

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    From Speech Technology Magazine, “Opus Revisits Voice ASP Best Practices”: In response to the growing popularity of the ASP model, Opus Research recently released its report, “Voice ASP Best Practices, Edition 2.0.” The report aims to help companies improve their… Read More ›

  • Looming FFIEC Deadline Sparks Interest in Voice Biometrics

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    December 31, 2006 marks the deadline for compliance to guidelines established by the Federal Financial Institutions Examination Council (FFIEC) for authenticating users of online banking services. While the guidelines focus on Internet-based commerce, banks must offer consistency and ease-of-use across multiple media. Voice biometrics has a major role to play as an authentication factor for multiple touch points.

  • Voice ASP Best Practices, Edition 2.0

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    Research findings based on a series of executive interviews coupled with a thorough literature review to identify “best practices” exhibited among providers of hosted or managed automated speech processing. Opus Research identifies what’s working now regarding real-world implementations focusing on the Five ‘Ps’ common to business analysis: Pricing, Promotion, Product, Partnerships and Personnel. In this report, we highlight techniques which correlate both with business success and customer satisfaction.

  • RSA Adapts Vocent Product Line

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    RSA Security’s Adaptive Authentication for Phone furthers voice authentication’s foray into high-volume, customer-facing deployments. It makes good on RSA’s promise to incorporate Vocent’s framework (acquired via the PassMark Security acquisition) and Nuance’s biometric engine into its core offerings. Timing is driven, at least in the U.S., by a regulatory mandate for “two-factor” authentication. Demand “pull” is expected to follow.