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No Jitter | blog | Aspect Viewpoint on the Cloud Based Call Center
What drives enterprises to or from cloud based call centers may entail several factors. Some factors are business considerations others are security and privacy. The primary positive driver is cost...
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IVRs Walk the Talk: RCCSP Professional Education Alliance Offers Updated,...
IVRs are often considered the “black sheep” of call center technology. They have a bad reputation. They can be a customer’s worst nightmare. All because of those six ill-fated dreaded little words:...
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Global Speech Technology Market to Reach US$20.9 Billion by 2015, According...
GIA announces the release of a comprehensive global report on Speech Technology market.
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IVR Improvements Increase Government Call Center Satisfaction Ratings
According to a recent study, satisfaction with government agency-run call centers increased over the past year due to significantly improved IVR design practices.
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Making Call Centers Really Hum
Kelly Conway's software pegs your personality so that customer service reps know how to handle you.
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Why Upgrade Your Contact Center to IP?
With the industry buzz regarding migrating contact centers from legacy technologies to Internet protocol, it stands to reason we are in the midst of a technological transformation. But since when have...
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Cloudy in the Contact Center...Why Now?
CaaS has finally hit the mainstream and there's no longer a reason to hesitate when it is the right answer for your company.
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Separating Fact From Fiction
MYTH 1: End users with touch-tone or non-vXML-based speech recognition applications must upgrade to a new platform to realize benefits from an IVR optimization. FACT: No, they do not. In some...
View ArticleNew report shows 68% of consumers hang up if they have trouble hearing an agent
Contact Center World report points out that 68% of consumers hang up if they have trouble hearing an agent. This includes a bad connection, poor voice quality, faulty speech recognition software, an...
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Technology Trends, Where is The Contact Center Going? | Contact Center...
If you are interested in the latest product development, trends in social media, or what is happening with IVR, take a listen as Rich Hand interviews Graham Allen, Director of Product Development &...
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The Power Of Voice: A Conversation With The Head Of Google's Speech Technology
For all the whiz-bang graphics and nifty apps appearing on smart phones these days, there are still few things that feel more futuristic than pulling out your phone, uttering the words,
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Interactive Intelligence, Inc. - Interactive Intelligence to Launch Hosted...
Interactive Intelligence Inc. offers a new hosted notification service, branded under the name icNotify™. icNotify is designed to cut costs associated with outbound customer interactions by automating...
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Hosted Unified Communications for SMBs: Dig Deep!
Hosted can make a lot of sense. But compare capabilities, ease of use, service and support, and other factors, and look beyond just price.
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Self-Service Contact Center Research Study Launched Today by the...
ICMI's most recent Contact Center Operations Report, which polled over 430 contact center professionals worldwide representing a range of industries and professions, indicated that only a little more...
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Top 5 Questions to Ask When Evaluating Call Center Technology
Your call center is one of the most critical components in determining the success of your business. How it performs can determine how satisfied your customers are, and consequently…your bottom line....
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Virtual Call Center - The Architecture
It's easy to see the complexity in on-premise call center technology. The value in on-demand call center technology becomes apparent as soon as you take a step back to look at its architecture. All you...
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Interactive Voice Response System Boost Business Efficiency
Cutting-edge IVR products can bring your customer support to “the next stage” according to an article by Jay S. Coop about Customer Care Solutions. With the capacity to bring customer support to its...
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Hosted IVR solution for Medical Emergencies
Almost everyone is aware of IVR ( Interactive Voice response System) being used to listen information over phone as well as lodging complaints about utilities. Recently, NTS (IVR Service provider in...
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Outbound IVR for Healthcare Providers
As IVR technology continues to advance and spread into new industries, its uses continue to diversify. Even within the healthcare industry, which has used IVR systems for some time, providers are...
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Realizing the Benefits of Speech Analytics
Speech analytics moved from the government sector to the commercial market in 2004 and quickly captured the attention of both contact center and enterprise leaders. The technology was compelling...
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Cloud Communications Provider Survey
Confused by the available information and websites covering hosted/cloud communications services? Most organizations are in the same position. Several buyers' guides have been published that provide...
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Using Text Messages in IVR Systems
Using Text Messages in IVR Systems. The only difference is the messaging never gets turned into speech on the outgoing side, and the incoming messages are in text already so there's no need for speech...
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Management Communication Services Launches Successful Sales Campaigns Using...
Provider of cloud based contact center service successfully launches sales campaigns using 3CLogic contact center service, enhancing its sales growth.
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Aspect on Cloud/Hosted Solutions
The cloud has long been part of contact centers. PSTN is by definition hosted. Cloud-based IVR systems have long been offered from hosting providers. Carriers have made available—if arguably not...
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PCI Council Releases Supplemental Guidance for Protecting Telephone-Based...
New resource helps merchants and service providers understand and implement PCI DSS requirements for voice recordings.
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Speech Technology: A Global Strategic Business Report
Automated Speech Recognition Systems (ASR) for instance, save about fifty percent of costs spent on service agents, even as they improve the overall productivity of the call center. The ability of...
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Real-time Analytics Matching Platform (RAMP): Part 2
Real-time Analytics Matching Platform (RAMP) is a software application designed for inbound call centers and used to match incoming callers to the most optimal "agent" based on customer buying...
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Advantages of Speech Recognition
Advantages of Speech RecognitionTMC NetTMCnet publishes expert commentary on various telecommunications, IT, call center, CRM and other technology-related topics. Are you an expert in one of these...
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Emergence of Standards Contributes to the Automated Speech Recognition Market
Automated Speech Recognition Systems (ASR) for instance, save about fifty percent of costs spent on service agents, even as they improve the overall productivity of the call center. The ability of...
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Speech Analytics For Business Value
The purpose of speech analytics is automatically mine for customer intelligence and performance optimization data within the context of a recorded voice interaction. Used in conjunction with a contact...
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On-Demand Contact Centers Often an Antidote to Stress
With an on-demand contact center users can have all of the features of a million-dollar system without the operational costs.
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IVR: Speech Recognition vs. DTMF
Most companies choose to use both DTMF and speech recognition concurrently, enabling customers to utilize the IVR system in whichever capacity is more suitable.
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Moore''s Law and IVRs
In the IVR industry, Moore's Law has meant vast improvements in speech recognition technology.
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How Can You Help Me? First You Need to Understand What I''m Saying
Achieving a truly conversational and intelligent voice interface is the holy grail of the IVR industry. It holds the promise of enabling customers to carry on a productive conversation and accomplish...
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The Many Benefits of Cloud-Based IVRs
The Many Benefits of Cloud-Based IVRsTMC NetIVR providers have also created cloud-based models in order to achieve a more agile, flexible and cost-effective solution that will ultimately improve the...
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The Future of IVR
TMC NetThe Future of IVRTMC NetTMCnet publishes expert commentary on various telecommunications, IT, call center, CRM and other technology-related topics. Are you an expert in one of these fields, and...
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Voice Recognition: Technologies and Global Markets
Given the continued adoption of wireless devices and the seemingly insatiable consumer and business demand for unlimited access to information, it is likely that many enterprising companies will choose...
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511 system delivers real-time data via phone, the Web and road signs
About two years ago, the state began consolidating these into a single system that uses interactive voice response technology to provide up-to-date information about any route selected by a caller. In...
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Voice Sites: Using IVR on the SaaS Model
A recent white paper entitled “Using Voice Site Technology to Automate Business Processes” is jam-packed with great advice and insight. The basic idea is that speech applications promise their ROI by...
View Article'My Wee' no more: From sing-along to speak-along
The Department of Science and Technology (DoST) has hit on the idea of using the Filipino’s skill in imitating western singers down to their twang to develop a speech-training software that would...
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