Thanks to advances in reliability, capacity and security, “The Cloud” has become the general destination for applications, storage and computer power that used to live almost exclusively within enterprise firewalls. This creates a new playing field where old-guard, voice application service providers (like Voxeo, Convergys, Microsoft/Tellme, Nuance) are on a par with Amazon.com, Salesforce.com, IBM and other “giants” of cloud computing.
Recognizing that new customer engagement models engender increased complexity, West Interactive has rounded out its IVR offerings by adding a premises-based, managed service option.
Cisco announced formal arrangements with a number service providers to offer Quad on a hosted or managed services basis. The chosen service providers include ACS (a Xerox company) in North America, Logicalis UK in Western Europe, and Alphawest (a wholly owned subsidiary of Optus) in Australia.
Successful IPOs for LinkedIn and Yandex and should bolster confidence for West Corporation as it gets set to re-introduce itself to Wall Street.
Chicago-based ifbyphone continues its relentless campaign to keep the telephone and voice-based communications in the Conversational Commerce mix.
West Corporation continues to pursue its transformation-through-acquisition strategy with a $120 million purchase of Smoothstone IP Communications.
VoiceVault released a new version of its “Fusion” platform, giving customers, partners, integrators and applications developers more deployment options.
With VoiceXML platforms from HollyConnects and Tuvox safely ensconced in the corporate infrastructure, West has purchased Twenty-First Century Communications (TFCC) a company with a long history of providing high-volume emergency alert and inbound call management systems for utilities, government, public safety and corporate applications.
Featured Research Providers of hosted speech applications were ahead of the curve in anticipating and accommodating requirements for third-parties to handle seasonal or media-driven spikes in calls to customer care agents or IVR resources. Today, to stay ahead of the… Read More ›
West’s acquisition of Holly Connects was announced roughly two weeks ago, but is expected to close on June 1.