Recent Posts - page 90
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Californian Credit Union Is Fonolo’s First Call Back “Hat Trick”
Call back and queue management specialist Fonolo has its technology embedded in an iPhone app that represents the third modality in a multi-media contact center offering.
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SoCoCare Launches Social CIM
Cloud-based customer service specialist SoCoCare has formally launched a set of services to provide companies with the tools and resources for Social Customer Interaction Management or Social CIM(TM).
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Video: Dan Miller and Empirix’s Tim Moynihan Discuss “KPI’s for BYOD”
Opus Research and Empirix presnet findings and opinions about the maturity of BYOB technologies and the need to harden enterprise networks.
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VoiceVault and Microsoft Pump of the Volume; Verify a Billion Authentications per Year
VoiceVault continues to take a great strides in addressing the primary concerns that prospective customers have expressed about the accuracy, reliability and scalability of its voice biometric-based authentication in real world implementations.
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Nuance Connections Signals a More Partner-Friendly Approach to Conversational Commerce
Nuance redefines resources, support structure and rules of engagement to expand revenue opportunities for long-time platform providers (like Avaya, Genesys, Huawei and Cisco) and their “sub-channels” (meaning their network of resellers).
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Consolidation Chronicles: IVONA Goes to Amazon
Amazon.com’s acquisition of text-to-speech specialist IVONA marks progress along two separate paths for Conversational Commerce.
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[24]7 Intros the Next Generation of Chat and Announces first Customers
Promising “step-function” improvement in both revenues and customer satisfaction, customer care outsourcer [24]7 has introduced [24]7 Assist, a new Web-based chat platform that leverages the company’s long-term investment in “Big Data”, analytics and decisioning resources.
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Research Report: How “Friction-Free” Care Can Bolster the Bottom Line
Centers, especially IVRs, are too often seen as friction points interfering with direct contact with live agents. In this document we describe how well-designed IVR applications coupled with ongoing, formal programs for Continuous Improvement (CI) improve customer satisfaction and ensure positive business outcomes.
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NICE Systems Makes Voice Biometrics A Key Component of Contact Center Fraud Prevention
NICE Systems’ newly launched Contact Center Fraud Prevention solution demonstrates the effectiveness of a multilayered, context-aware approach to phone-based security.
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Nuance’s Acquisition of VirtuOZ Signals Growth for Mobile Personal Virtual Assistants
Nuance has reportedly acquired one of the leaders in the Web-based virtual assistant business, VirtuOZ.