May/June 2011

Magazine Features

Don't Let M&As Steer You Off Course

Tech vendors get acquired. What can your organization do to protect its investments?

Hosted IVRs Bring Peace Of Mind

Price and flexibility are encouraging corporations to switch from premises-based solutions

Speech Analytics Captures Consumer Sentiment

Technologies blend data from different sources, emotional states, and moments in time

The Anatomy Of A Decision

Deployments

IVR Is Good News for Scripps

Media company leverages Pronexus system to standardize subscription services for 14 newspapers

Rural Arizona Connects With Residents

Pinal County speeds service and cuts costs by switching from a hosted to an on-premises contact center suite

Editor's Letter

Making a Case for IVR Hosting

Forward Thinking

If This Passes, Only Criminals Could Do Speech Technology

Federal privacy bill would drive up compliance costs and inhibit market

In Other Words

Global Presentations Using TTS And Automated Translation

It's the future of sales materials, worldwide customer support, and corporate media

Inside Outsourcing

Spring-Cleaning or a New House? Voice User Interface Designers Can Help

How to sort out requirements for outsourcing your IVR

Interact

Watson: Much Ado About Toronto

Jeopardy gaffe by IBM's intelligent speaking supercomputer underscores importance of resolving miscommunication

Voice Value

Emergency Preparedness Is a Job for All

Court ruling in Los Angeles disabilities case teaches a broader lesson; speech-generating devices are one of several tools that could be employed

Standards

Making Modalities Play Nicely Together

The Multimodal Architecture and Interfaces specification opens door to collaborative multimodal apps

FYI

Call Centers Receive Guidance on Protecting Credit Card Data

PCI Security Standards Council releases document titled "Protecting Telephone-Based Payment Card Data Information Supplement"

Mobile: The New Frontier for Voice Security

A Twitter poll shows that 84 percent of consumers contact customer service through their mobile phones, and more than half (53 percent) said that security risks are a main concern when they complete transactions

SpeechCycle Dedicates Division to Smartphone Customers

The goal is to support leading operating systems, such as Apple's iPhone, Google's Android, and RIM's BlackBerry

Tech Investments Buoy Workforce Optimization

WFO market forecast to post healthy growth in the near term