September/October 2011

Magazine Features

Exclusive Book Excerpt: Designing Better Speaker Verification

Chapter describes how to bridge the gap between the creators and implementers of investigatory voice biometric technologies

How to Know When Your Speech System Is Too Old

Customer dissatisfaction is the first indication, as the IVR begins to cost more to maintain than to replace

Suite Evolution Drives Contact Centers

Bundling apps improves data management, customer experience

Deployments

A Window of Opportunity

Call center software helps Blinds.com boost revenue, cut service calls

Aetna Members Get Answers

The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more

Editor's Letter

Listen to the Voice of the Customer

Forward Thinking

HTML5 — The Last Best Hope for Voice and Video

The spec obviates proprietary plug-ins and promotes an open approach

In Other Words

Automated Translation Saves Thousands

But proper implementation requires meticulous preparation

Inside Outsourcing

Technologies Won’t Obsolete The Human Voice

Speech will evolve and find its place in social media, mobile devices, and video

Interact

If It’s a Tornado, Just Text Me

Automated messaging must be highly relevant and user-specific

Voice Value

eBooks for the Visually Impaired

Kindle and other readers come up short; Justice Dept. pushes textbooks

Standards

Giving a Voice to the Developing World

Standards, mobile phones help bring the Web to resource-constrained areas

FYI

At SpeechTEK 2011, Keynoter David Gergen Calls for Leadership

CNN political analyst and former adviser to four U.S. presidents underscores importance of listening and gaining trust

Mobile Speech Promises Glittering Prizes and Serious Challenges

SpeechTEK 2011 keynote panel explores why mobility is a game changer for the speech industry

Nuance Agrees to Acquire Loquendo

Deal is valued at $75.5 million

Nuance, Ford Collaborate on Speech Understanding and Intent

Pair aims to make voice recognition more intuitive in SYNC in-car telematics system

The Prescription for Speech Delivered at SpeechTEK 2011

In closing keynote, co-chairs Jim Larson and Susan Hura urge attendees to improve IVR systems at all costs