Clik here to view.
Understanding the Intent of Nuance Mobile Advantage
Today Nuance Communications launched a “portfolio” of software products and services to address every enterprise’s need to deliver on the promise of a mobile strategy. Call Intercept and Mobile Voice...
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Intelligent Assistants Awards Honor Best-in-Class Automated Self-Service Systems
Held in conjunction with the upcoming Intelligent Assistants Conference (Oct 13-14, 2015), Opus Research is proud to host the second annual Intelligent Assistant Awards (IAAs). The IAAs are intended to...
View ArticleClik here to view.
Research Sponsored by Aspect Software Shows “The Future of Customer Service...
A new study issued jointly by Aspect Software and The Center for Generational Kinetics provides research-based observations on fundamental changes in customer-to-business (C2B) conversations. Chief...
View ArticleClik here to view.
New from Contact Solutions – My:Time Is Quantum Leap for Mobile Customer Care
Hosted voice and self-service specialist Contact Solutions has debuted a new service platform called My:Time. A couple of its features have the potential to change the mobile customer care paradigm...
View ArticleNuance Launches a Multi-Channel PVA, Combining Nina and VirtuOZ
Nuance has launched a new version of its virtual assistant Nina(TM) – a service that benefits from the company’s stepped up investment in research and development surrounding Natural Language...
View ArticleClik here to view.
Nuance Connections Signals a More Partner-Friendly Approach to Conversational...
Successful deployment of conversational customer service solutions is always a team effort. That’s why the Enterprise Division of Nuance has long depended on system integrators and resellers as...
View ArticleClik here to view.
Kurzweil’s Move to Google Will Accelerate More Human-like (and Humanistic)...
Ray Kurzweil is a gifted prognosticator when it comes to the timing of technological breakthroughs. In July 2011, in this interview with a Wall Street Journal correspondent Andy Jordan, Kurzweil pegged...
View ArticleClik here to view.
From QA & WFO to AI & VA: VPI Introduces VirtualSource
In a transition that is not trivial, long-time call recording, quality assurance (QA) and Workforce Optimization (WFO) specialist VPI (aka Voice Print International) launched a new, cloud-based virtual...
View ArticleClik here to view.
Spanlink and Convergys Partner to offer Cisco’s Collaboration Infrastructure...
Spanlink and Convergys are joining forces to offer a comprehensive set of contact center solutions that leverage Cisco’s Customer Collaboration software, instantiated in Convergys’ cloud. More details...
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Virtual Hold Technologies, Now VHT, Focuses on “Finishing the Conversation”
After issuing “Mobile Customer Care: New Paradigms and Practices”, we’ve engaged in very interesting conversations with solutions providers in the mobile care space. Last week, we were briefed by VHT...
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A Reflection on Verint Engage 2018
My approach to a conference recap is to focus on the people. To wit, here below is my take on last week’s Verint Global Customer Engagement Conference in Dallas. Team Verint are a stellar team, across...
View ArticleClik here to view.
Intelligent Assistants Awards Honor Best-in-Class Automated Self-Service Systems
Held in conjunction with the upcoming Intelligent Assistants Conference (Oct 13-14, 2015), Opus Research is proud to host the second annual Intelligent Assistant Awards (IAAs). The IAAs are intended...
View ArticleClik here to view.
Research Sponsored by Aspect Software Shows “The Future of Customer Service...
A new study issued jointly by Aspect Software and The Center for Generational Kinetics provides research-based observations on fundamental changes in customer-to-business (C2B) conversations. Chief...
View ArticleClik here to view.
New from Contact Solutions – My:Time Is Quantum Leap for Mobile Customer Care
Hosted voice and self-service specialist Contact Solutions has debuted a new service platform called My:Time. A couple of its features have the potential to change the mobile customer care paradigm...
View ArticleClik here to view.
Nuance Launches a Multi-Channel PVA, Combining Nina and VirtuOZ
Nuance has launched a new version of its virtual assistant Nina(TM) – a service that benefits from the company’s stepped up investment in research and development surrounding Natural Language...
View ArticleClik here to view.
Nuance Connections Signals a More Partner-Friendly Approach to Conversational...
Successful deployment of conversational customer service solutions is always a team effort. That’s why the Enterprise Division of Nuance has long depended on system integrators and resellers as...
View ArticleClik here to view.
Kurzweil’s Move to Google Will Accelerate More Human-like (and Humanistic)...
Ray Kurzweil is a gifted prognosticator when it comes to the timing of technological breakthroughs. In July 2011, in this interview with a Wall Street Journal correspondent Andy Jordan, Kurzweil pegged...
View ArticleClik here to view.
From QA & WFO to AI & VA: VPI Introduces VirtualSource
In a transition that is not trivial, long-time call recording, quality assurance (QA) and Workforce Optimization (WFO) specialist VPI (aka Voice Print International) launched a new, cloud-based virtual...
View ArticleClik here to view.
Spanlink and Convergys Partner to offer Cisco’s Collaboration Infrastructure...
Spanlink and Convergys are joining forces to offer a comprehensive set of contact center solutions that leverage Cisco’s Customer Collaboration software, instantiated in Convergys’ cloud. More details...
View ArticleClik here to view.
Virtual Hold Technologies, Now VHT, Focuses on “Finishing the Conversation”
After issuing “Mobile Customer Care: New Paradigms and Practices”, we’ve engaged in very interesting conversations with solutions providers in the mobile care space. Last week, we were briefed by VHT...
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