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CRM
May 2012
Michele Masterson |
Natural Language Understanding Grows Up The bar has been raised for technologies that not only hear, but understand too.   |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CIO
July 1, 2003
John Edwards |
Smooth Talkers Speech integration technology gives customers and employees convenient access to back-end data. |
CRM
November 2005
Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
Wired
May 2000
Paul Spinrad |
Say Anything Machine translation gets a lot of lip service, but building machines that communicate using human languages has proven tricky. Now decades of R&D are finally paying off. |
CRM
February 1, 2007
Walter Rolandi |
Decrease IVR Hang-Ups Want a more effective interactive voice response system? Here are a few rules that can help prevent customer loss. |
CFO
January 1, 2005
Karen Bannan |
Ernestine, Meet Julie Natural language speech recognition is markedly improving voice-activated self-service. |
InternetNews
February 18, 2011
Stuart J. Johnston |
IBM's Watson Goes from Jeopardy to Medicine After its supercomputer flattened two human challengers at Jeopardy, IBM announced a collaboration with a leading voice technology firm to teach the computer bedside manners. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
CRM
April 2011
Leonard Klie |
IVR Personalization: Strike the Right Balance Too much familiarity can repel customers, so IVR designers must take pains to build the right systems. |
CRM
December 1, 2003
David Myron |
Speech Technology Begins to Realize Its Potential Vendor representatives discuss of the practicality of speech recognition in today's contact center. |
CRM
September 13, 2011
Leonard Klie |
Nuance Builds Out Its Mobile Advantage Portfolio The new solutions are designed to steer customers to mobile smartphone apps for self-service. |
Bank Technology News
December 2001
Amy Newell |
Talking It Up Customers now can conduct their call-center banking by speaking to a computer in everyday language. Long a dream relegated to the realm of science-fiction, the technology is finally ready to go in the real world. But are financial institutions heeding the message? |
BusinessWeek
May 22, 2006
Stephen H. Wildstrom |
Hello Again, Speech Recognition Voice controls are growing common in cars. Your handheld may be next. Speech has been flying below the radar for quite a while, promising more than it delivers. This next wave of tools could make devices easier to use and users more productive. |
CRM
October 2013
Leonard Klie |
Voice Biometrics Builds a Business Case Advances in speech security have made it more feasible and reliable as a call center tool. |
CRM
January 2008
Ryan Joe |
Listen Up! Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
InternetNews
May 8, 2006
Andy Patrizio |
Microsoft Begins Testing Speech Server 2007 Microsoft today formally opened up a public beta test of the Microsoft Speech Server 2007, a significant upgrade to its voice recognition and telephony server with a host of new features and technologies. |
Wired
May 2000
Carl Zimmer |
Universal Translators A look at the hubs for machine translation R&D worldwide. |
Insurance & Technology
November 17, 2004
Maura K. Ammenheuser |
Loud and Clear To improve customer service, insurers are increasingly turning to speech-based technology, and away from call centers, to handle consumer questions. The familiar touch-tone systems may soon go the way of the rotary phone. |
CRM
December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
HBS Working Knowledge
October 6, 2014
Christian Camerota |
Why Businesses Need a Language Strategy Organizations that effectively marry language strategy with their global talent management process gain a leg up on the competition, says Tsedal Neeley and Robert Steven Kaplan. |
The Motley Fool
December 16, 2010
Gabriel Perna |
Google Makes Voice Personal Google speaks with you. |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
The Motley Fool
June 28, 2011
Thomas Lee |
Lost in Translation: Ford Teams With Nuance Communications to Master Human Language Ford can't force people to adjust their speech to use its commands. Instead, Ford wants to figure out how to interpret natural human speech. |
PC Magazine
February 8, 2008
John C. Dvorak |
Computing's Final Frontiers The ultimate in machine translation is the gadget that translates what you say and speaks it in a foreign language. I am certain that the smart money has long since bailed out of these projects. |
The Motley Fool
August 5, 2010
Carl Bagh |
Microsoft Showcases Its Speech Recognition Interface to Take on Android, iPhone Microsoft is adding voice recognition to Windows Phone 7. |
CRM
August 2007 |
The Voices of Reason Now enterprises can use technology to help employees search voicemails or recorded calls for key words and phrases, and, in the end, to decode important customer concerns. |
CRM
July 1, 2006
Coreen Bailor |
Microsoft Talks Pretty One Day The software giant hopes to end the struggle with the development, management, and TCO of speech-enabled apps. |
Linux Journal
July 2000
Linley Gwennap |
Voice Recognition Ready for Consumer Devices This looks like the year that voice recognition finally reaches the mainstream. |
PC Magazine
July 13, 2004
Sebastian Rupley |
Scaling the Language Barrier Software gets much better at knowing what we mean. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
Wired
May 2000
Steve Silberman |
Talking to Strangers A renewed international effort is gearing up to design computers and software that smash language barriers and create a borderless global marketplace. |
InternetNews
October 13, 2006
Michael Hickins |
How to Say 'Don't Shoot' in Iraq IBM develops a speech-to-speech translator for U.S. military use in Iraq. |
Information Today
Paula J. Hane |
Britannica Subsidiary Unveils English-Arabic Search Engine Melingo has just introduced Morfix CL, its English-Arabic-English Cross-Language Search with Embedded Translation. What that means is that English-speaking researchers can search through Arabic material without knowing any Arabic at all--and see a results page with a translation of each Arabic word or phrase. |
CRM
October 2011
Esteban Kolsky |
New Paradigms Bring Value to Knowledge Management The focus shifts from managing knowledge to empowering people to respond, as seen in online communities. |
Wired
May 2000
Steve Silberman |
Hello, World Imagine a machine that speaks your language - and translates it for those who don't. |
Searcher
February 2012
Nancy K. Herther |
Feature: Language Translation in the Internet Age - 'my Hovercraft is Full of Eels' Webpages are designed to attract users and to keep them coming back. Along with poor design and typos, issues of unclear messages plague many websites today. |
InternetNews
April 27, 2004
Colin C. Haley |
Nuance Talks Up Security, Savings The speech technology specialist launches a new software package aimed at financial services and healthcare customers. |
Technology Research News
December 17, 2003
Kimberly Patch |
PDA translates speech Handheld computers are getting powerful enough, and speech recognition software accurate enough, that travelers, soldiers and aid workers in foreign countries could soon have automatic speech translation in hand. A prototype Arabic-English medical translator is a significant milestone. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
National Defense
May 2011
Eric Beidel |
iPhone Translation App Will Add Afghan Languages A New Jersey-based company that has developed speech translator applications for the iPhone is turning its attention to languages that would be useful to the military. |
American Family Physician
October 15, 2006
Iris R. Mabry |
Screening for Speech and Language Delay in Preschool Children Despite the lack of evidence to support screening with brief formal instruments, it is the responsibility of primary care physicians to seek and address parents' concerns and children's obvious speech and language delays. |
Military & Aerospace Electronics
April 2010
John Keller |
DARPA Launches RATS Program for Advanced Speech-Recognition Algorithms in Noisy Conditions Scientists at the U.S. Defense Advanced Research Projects Agency are launching a program to develop speech transcription, translation, and, speech signal processing technologies that function effectively in noisy places to support intelligence gathering. |
CRM
April 2006 |
The Rising Star and Service Excellence Awards Here are the companies that have customer service pundits talking: Interactive Intelligence... UniPress Software... FrontRange Solutions... The New Nuance... |
InternetNews
March 25, 2004
Michael Singer |
The Redmond Giant Speaks Out Microsoft says its Speech Server 2004 platform is worth its weight in SALT and that speech recognition has hit mainstream. |
Technology Research News
April 6, 2005
Eric Smalley |
Dialogue System Juggles Topics Researchers have built a dialogue management system that promises to improve verbal communication with computers by giving the machine a sense of the type of phrase a person is likely to say next. |
