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CRM
October 18, 2004
Coreen Bailor
Can You Here Me Now? VoiceXML, or Voice Extensible Markup Language, has made its way into the contact center and is bringing standards to the IVR (interactive voice response). mark for My Articles similar articles
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. mark for My Articles similar articles
InternetNews
February 3, 2004
Susan Kuchinskas
Now Hear This: VoiceXML Spec on the Move Industry consortium isn't resting on its laurels now that VoiceXML 2.0 is just steps away from becoming a spec. mark for My Articles similar articles
CRM
February 2015
Leonard Klie
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. mark for My Articles similar articles
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. mark for My Articles similar articles
InternetNews
August 24, 2004
Sean Michael Kerner
Open Source VoiceXML Gets a New Master OpenVXI, an open source VoiceXML interpreter touted as a key technology for making phone calls over the Internet, has found a new development home. mark for My Articles similar articles
InternetNews
June 1, 2004
Jim Wagner
VoiceXML Forum To Certify Developers The organization hopes to give voice apps more legitimacy with a formalized educational track and test. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
October 2012
Donna Fluss
IVRs Get a Bad Rap There's no excuse for not investing in these systems. mark for My Articles similar articles
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. mark for My Articles similar articles
Bank Technology News
July 2005
Shane Kite
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? mark for My Articles similar articles
CIO
July 1, 2003
John Edwards
Smooth Talkers Speech integration technology gives customers and employees convenient access to back-end data. mark for My Articles similar articles
CRM
March 2004
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 mark for My Articles similar articles
CRM
December 2010
Donna Fluss
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment mark for My Articles similar articles
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. mark for My Articles similar articles
InternetNews
September 13, 2004
Erin Joyce
IBM Donates Voice Code to Apache IBM and other software players in the voice-enabled sector are making it easier for J2EE developers to add voice interaction to Web applications. Partners such as Avaya are looking to build speech apps that can run on anyone's platform. mark for My Articles similar articles
InternetNews
March 22, 2004
Erin Joyce
IBM Chatting up VXML Toolkits IBM is rolling out upgraded software, tools and technologies aimed at easing speech applications into an enterprise's infrastructure. mark for My Articles similar articles
CRM
May 1, 2006
Coreen Bailor
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
May 2012
Leonard Klie
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. mark for My Articles similar articles
CRM
January 2012
Leonard Klie
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. mark for My Articles similar articles
CRM
December 2004
Coreen Bailor
10 Technologies That Are Reinventing the CRM Industry Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. Consider the potential of the following 10 technologies. mark for My Articles similar articles
CRM
April 2006
The 2006 Service Elite Awards Here's five organizations that reaped the benefits of their contact center and customer service initiative: Washington State Department of Information Services... Charter Communications... Health Net... etc. mark for My Articles similar articles
CRM
November 2011
Leonard Klie
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. mark for My Articles similar articles
CRM
October 1, 2009
Donna Fluss
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
Insurance & Technology
November 1, 2006
Phil Britt
Hearing the Call To improve responsiveness, Humana Military Healthcare Services added AnswerCenter, a Web-based common knowledge base application from Spanlink Communications, a provider of customer interaction solutions. mark for My Articles similar articles
CRM
April 2007
Bailor et al.
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... mark for My Articles similar articles
CRM
February 2011
Leonard Klie
A Gray Area Today's seniors can't be left out of IVR design decisions. mark for My Articles similar articles
InternetNews
September 15, 2004
Erin Joyce
Unified Messaging For The Masses Avaya gives customers the ability to more quickly scale up their voice-activated messaging systems. mark for My Articles similar articles
Bank Technology News
April 2002
David Rountree
Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips... mark for My Articles similar articles
CRM
January 1, 2008
David Myron
'Your Call Automation Sucks' What one company learned after overhauling its interactive voice response system can provide useful lessons as you adopt Web 2.0, CRM 2.0, and social networking strategies. mark for My Articles similar articles
CRM
April 2005
Bailor et al.
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
May 1, 2007
Walter Rolandi
Hybrid Hopes If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures. mark for My Articles similar articles
CRM
February 2015
David Myron
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' mark for My Articles similar articles
InternetNews
March 23, 2004
Clint Boulton
Opera Finds Its Voice In a partnership with IBM, the browser software maker develops a voice-activated browser to limit mouse-clicking. mark for My Articles similar articles
CRM
March 2015
Leonard Klie
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. mark for My Articles similar articles
CRM
February 11, 2011
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. mark for My Articles similar articles
Bank Technology News
March 2010
John Adams
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. mark for My Articles similar articles
CRM
June 30, 2015
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. mark for My Articles similar articles
CRM
April 2014
Leonard Klie
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. mark for My Articles similar articles
CRM
April 1, 2007
Colin Beasty
Business Problem: CSRs Are Inundated with Routine Customer Inquiries, Which Increases Wait Time and Reduces Agent Effectiveness. Tech Solution: Speech-enabled IVRs. Aspect Customer Self-Service... Cisco Unified Customer Voice Portal... VoiceObjects 6... mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
December 2010
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications. mark for My Articles similar articles
JavaWorld
June 2002
Michael Juntao Yuan & Ju Long
Java readies itself for wireless Web services The future world of pervasive computing demands powerful and flexible development platforms. Is Java up to the task? Can Java provide end-to-end solutions for wireless Web services networks? The authors discuss the definition, importance, and architecture of wireless Web services. mark for My Articles similar articles
CRM
October 2012
Leonard Klie
IVR Gives This Pharmacy a Healthy Boost TalkRx keeps a small, family-owned drugstore chain competitive with national rivals. mark for My Articles similar articles
CRM
April 2006
Bailor et al.
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. mark for My Articles similar articles
CRM
March 2007
Ian Jacobs
Gethuman? Get Real. Arising from consumers' growing hostility toward interactive voice response systems, this new project's standard could work to deepen, not reduce, consumer dissatisfaction. mark for My Articles similar articles