Acknowledging the importance of testing before a speech-enabled customer care system “goes live,” Nuance Communications and Empirix Inc. have expanded their global partnership.
self-service
SpeechCycle Hits a “Billion Interaction” Milestone
SpeechCycle, a firm that has pioneered robust, phone-based self-service application development, has hit a billion interaction milestone.
OpenTouch: Uber-Brand For Alcatel-Lucent Enterprise Products, Services and Architecture
At an Analyst Briefing this week, Alcatel-Lucent Enterprise revealed new branding and a re-casting of its amalgam of Contact Center (from Genesys), Communications and Network infrastructure offerings under the OpenTouch brand.
In Spite of Investment in “Social CRM”, Enterprises are Still not Paying Attention
This post by Michael Maoz, a Vice President and Distinguished Analyst at Gartner, reinforces the observation that I made during the course of my “baseline” presentation at VRM+CRM 2010.
Interactive Intelligence Offers Communications as a Service (CaaS)
Having survived (actually thrived) the IT deep freeze that was 2009, Interactive Intelligence has launched its “Spring Media Tour” with its cloud based CaaS (Communications as a Service) offering as its centerpiece. While major IP-based contact center rivals like Avaya^Nortel,… Read More ›