In spite of recent recognition, voice biometric-based authentication, identification and verification remains an under-appreciated phenomenon. That’s why Opus Research is organizing a new event with a strong focus on voice biometrics as a cost-effective and efficacious candidate for strong authentication deployments. It’s time for the primary stakeholders on the enterprise side – ranging from enterprise IT, security specialists and customer care executives to meet the companies that are constructing voice biometric-based solutions.
Articles
iPhone Lacks Conversational Aspects
iPhone may be a tour-de-force for the touchscreen, but it’s inexplicably odd to introduce a new smartphone with so few speech-based features. I can hardly express how profoundly disappointed I am that this shiny, new thing – the first must-have product since Nintendo’s Wii – has less voice processing than Tickle-Me Elmo.
Conversations on Mobile Search
In a vaudevillian display of man versus machine at last week’s Conversations customer and partner event in Orlando, Florida, Nuance effectively demonstrated speech recognition as the most efficient and “intuitive” interface for wireless phones. By outpacing the world’s fastest text messenger, Nuance showcased the potential in speech-enabled mobile search [SEMS] – a critical competitive battleground that includes the Internet heavyweights (Google, Yahoo!, Microsoft, AOL) and represents the next “disruptive” opportunity. With billions at stake, there are opportunities for first movers to differentiate and adopt go-to-market strategies with voice as the interface or a key component of a mobile-search offering.
CRM 2.0: Conversational Relationship Management
Outsourcers of phone-based customer care are not selling technology; they’re selling results. It is called “conversational relationship management” and maintains a connection between a company and its customers for purposes such as sales, retention, up-selling or trouble resolution.
Review of SpeechTek 2006: In Plain English
The automated speech community’s flagship event led off with a keynote by Paul English, where he provided a prescriptive list of improvements that could be made to the user experience. He argued this would be more empowering to callers – more humanizing and less humiliating. His efforts have induced two leading technology providers – Microsoft and Nuance – to join GetHuman.com in an effort to produce a published “standard†of the practices that go into producing a user experience that is gratifying for the caller. But automated speech technologies represent only a small fraction of caller frustration with today’s call centers.
Get Ready for This Year’s VOX Conference
The drive to use IP infrastructure for a broader variety of distributed applications is occurring simultaneously with a general move to use resources around the globe to support self-service. As a result, outsourced self-service is enjoying revenue growth that exceeds speech automation, in general. The factors driving that growth are the topic of Vox 2006, which will be held in NYC on August 7, the first day of SpeechTek 2006.
A Chance to Be Heard, Get Better Service (And Win an iPod)
For purchasers of voice self-service platform or hosted vendor services Sterling Audits, in conjunction with Opus Research invite you to participate in a groundbreaking survey. Upon completing the survey, you can register to win a free iPod shuffle!
Microsoft’s Success in Phones Hinges on CAT
In declaring Monday, June 26, “Unified Communications Strategy Day,” Microsoft, along with partners, laid out its vision for filling out the solution stack for enterprise IP-telephony. The software giant held an event in San Francisco where top executives demonstrated new software and hardware components that round out Unified Communications (UC) solutions. But while Microsoft’s new UC umbrella may define an expanded solutions stack, it hasn’t completed the circle by demonstrating new functionality or compelling business value.
Oracle Fuses Telephony@Work With On Demand CRM Offerings
Oracle has announced its acquisition of Telephony@Work (T@W) and will package its product line as the core of its “CRM on Demand” service that extends Siebel’s reach into mid-tier businesses. The new service is designed as a frontal assault on Microsoft by making the combination of intelligent routing, business analytics and interactive voice response easier to implement at a lower cost.
Envox 6.3 Bakes in Host Media Processing
The release of Envox 6.3 is noteworthy because it marks a bundling of application development resources, SIP and VoIP support and flexible connectivity that is sensitive to the migratory patterns of today’s cost-conscious business enterprise.