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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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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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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...
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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...
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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 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...
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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...
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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...
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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...
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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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