Featured Research In this era of social media, customers are becoming much less patient with traditional customer care channels. That’s why it’s so interesting to evaluate survey results that provide insight into customer preference and intention to use new tools… Read More ›
Featured Research
The Recombinant Telephony Ecosystem: Voice Mashups and the Telco API
Featured Research The idea behind Recombinant Telephony is relatively simple: splice together the basic materials of today’s communication technologies with new software elements to introduce new services that support customer requirements. A fast-growing community of technology providers, application developers and… Read More ›
Gold Systems Makes Microsoft’s OCS More Social
Featured Research Most efforts by Microsoft and its partners make Office Communications Server (OCS) synonymous with the “Unified Communications.” Gold Systems has taken OCS into unfamiliar but highly social territory by recasting elements of the Communicator to accommodate social networks,… Read More ›
Mobile Speech: Unlocking Personal Apps, Features and Functions
Featured Research The forces of human nature, technological progress and regulatory stricture are converging to boost interest in “truly hands-free” mobile applications. Dozens of firms have responded with a broad variety of software, services and features that work remarkably well…. Read More ›
Aura: Avaya’s New Architecture for Multimodal Self-Service and Routing
Featured Research
Disparate modes call for disparate measures. Avaya’s new unified communications architecture, Aura, supports self-service (based on the Voice Portal) and intelligent routing over IP and hybrid networks. Cross-channel interactions are coordinated by a new “Session Manager” function.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Genesys UC-Connect: A Link to Collaborative Customer Care
Featured Research
UC-Connect, from Alcatel-Lucent’s Genesys Telecommunications Labs, makes significant strides toward collaborative customer care. The mechanism derives “agent state” and leverages “presence” information in tracking the availability of remote and back-office employees. However, its “Interaction Preview and Auction” could be a game changer in promoting more collaborative customer care.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Voice Biometrics 2009: Building on Expectations
Featured Research
After years “behind the curtain,” a number of voice biometrics-based applications are moving from the pilot stage to full-scale deployments. Long-term growth will depend on how well solutions providers address issues of usability, affordability and integration with existing IVR and security infrastructure. Their track record is definitely improving.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
SpeechCycle Opens “Grammar Factory” for Rich Speech Applications
Featured Research
A new hosted offering by SpeechCycle (“nRich Grammar Factory”) puts data in the hands of companies to build new grammars, ensuring better recognition rates and higher levels of caller satisfaction with voice self-service. The solution marks a milestone in Recombinant Telephony by moving grammar development into the cloud.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
The ‘Twitterization’ of (Local) Online Marketing
Featured Research
Twitter has gone from the “margins to the mainstream” in less than 12 months. In so doing it has become an almost essential marketing and customer service tool for brands, as well as a news and information distribution platform for publishers and even government. While companies and larger marketers are flocking to Twitter, there’s also enormous, untapped potential for small businesses to use Twitter as a free marketing and CRM vehicle in the same way.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).
Tellme and Microsoft: Two Years On
Featured Research
Microsoft and Tellme celebrate the second anniversary of their merger with new features that leverage Tellme’s voice application experience and conform to the release cycle of Microsoft Windows and the Microsoft speech engine. The result is improvement in the user experience for voice self-service (VSS) and mobile search.
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For more information on becoming an Opus Research client, please contact Pete Headrick (pheadrick@opusresearch.net).