West Interactive and Interactive intelligence form partnership to sell, service and support each other’s portfolio, delivering impactful changes in the roadmaps of both companies.
hosted services
Now It Can Be Told: AT&T Watson Provides the Voice For Interactions
Interactions and AT&T let it be known that the AT&T Watson(sm) portfolio of speech processing, natural language understanding and text-to-speech rendering are foundational to Interactions’ highly human-sounding self-service resources.
[24]7 Makes Visual Speech a Cornerstone to Multimodal, Mobile Customer Care
[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).
West Launches IPO, S-1 Shows Steady Growth and Profitability
West’s S-1 filing shows prospective investors the financial results of a well-diversified technology company, divided into two separate operating units.
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.
Update: Twilio’s Deal with Ma Bell – Creative Disruption in Action
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.
Genesys Labs Enters the Cloud-based Contact Center Fray with Salesforce.com
Even though Genesys Labs already has a long history of offering hosted contact center services (with the likes of AT&T, Verizon, Orange Business, Echopass and others), it is set to launch a new set of cloud-based offerings at Salesforce.com’s Dreamforce 2012.
Webcast: The “Friction-Free” Self-Service Challenge
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense.
West to Acquire HyperCube LLC; Tackle Network Reliability for Multichannel, Mobile e-Commerce
West Corporation’s pending acquisition of HyperCube brings to light a very important “ground truth” in the world of Conversational Commerce.
Salmat Makes Big Move to Avaya
In a pre-holiday-rock-your-world moment, Avaya and Salmat jointly announced a multi-million dollar (meaning between $10 and $20 million) deal whereby the Australian contact center outsourcer would replace its Genesys-based platform with “a broad suite of Avaya technology and expertise.”