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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).  |
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.  |
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.  |
CRM February 2015 Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.  |
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.  |
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.  |
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.  |
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.  |
CRM October 2012 Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems.  |
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.  |
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?  |
CIO July 1, 2003 John Edwards |
Smooth Talkers Speech integration technology gives customers and employees convenient access to back-end data.  |
CRM March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004  |
CRM December 2010 Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment  |
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.  |
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.  |
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.  |
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.  |
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 May 2012 Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service.  |
CRM January 2012 Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete.  |
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.  |
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.  |
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.  |
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.  |
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.  |
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.  |
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.  |
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...  |
CRM February 2011 Leonard Klie |
A Gray Area Today's seniors can't be left out of IVR design decisions.  |
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.  |
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...  |
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.  |
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.  |
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.  |
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.  |
CRM February 2015 David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.'  |
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.  |
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.  |
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.  |
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.  |
CRM June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers.  |
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.  |
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...  |
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 December 2010 |
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications.  |
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.  |
CRM October 2012 Leonard Klie |
IVR Gives This Pharmacy a Healthy Boost TalkRx keeps a small, family-owned drugstore chain competitive with national rivals.  |
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.  |
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.  |