Featured Research Financial institutions can reap significant financial gains by using voiceprints to authenticate through the phone channel. By our calculations, a large money center bank will see over $100 million in economic benefit from reducing fraud loss in the… Read More ›
In response to demand for contact center resources that integrate well with e-commerce Web sites, Genesys Labs formally introduced a new product called Proactive Engagement at its G-Force customer care forum in Boca Raton.
Featured Research Today’s customer authentication methods are from another age. Opus Research interviewed security and customer care professionals in Global 100 companies to learn about their perception and attitudes toward passive authentication of customers using voice. Respondents provided insights into… Read More ›
[24]7 has formally announced general availability of its Visual Speech solution. This is precisely the product that we expected to see from the company that merges long-standing development in predictive analytics (carried out by Voxify), investment in natural user interfaces for interactive self-service (by Tellme and Voxify) and context-aware, multi-channel customer care (from 24/7 Customer).
Nuance has launched a new version of its virtual assistant Nina(TM) – a service that benefits from the company’s stepped up investment in research and development surrounding Natural Language Processing, with an assist from the acquisition of VirtuOZ in January.
On November 15, Genesys formally launched a new packaging of its customer interaction platform (Genesys 8), bringing its efforts to “save the world from bad customer service” to companies with fewer than 300 seats in their contact centers.
The market for voice biometrics-based solutions has matured significantly in the past year. In this document Opus Research compares the products and strategic position of a select group of solution providers and presents structured analysis that should benefit decision makers planning to introduce speaker verification in their contact centers or on mobile devices or networks.
NICE Systems and IBM have joined forces to bring the power of “Big Data analytics” incorporates data the emanates from the contact center.
Singapore will be the epicenter for voice biometrics activity in the Asia Pacific region when Opus Research convenes Voice Biometrics Conference-Singapore on November 7-8, 2012. Speakers and attendees will be executives from commercial banks, government agencies, mobile carriers and technology companies from around the globe.
You know that Joseph Schumpeter’s “creative destruction” has begun in earnest when a prototypical disruptor, like Twilio, transforms one of the largest mobile carriers, AT&T Mobility, into a reseller of its services.