Keen to learn more about speech recognition? What is voice biometrics and how can they be used to increase security? How can automated systems improve the customer experience? How is it possible to improve efficiency in call centres?
Do you have views on the industry or have a point to make? Jump on to the blog and let us know what you are thinking.
Recent Blogs for General
We’re told that customers have come to expect good service, so good service is expected as normal; exceptional service now requires to be classified as 'good service'. That’s great, but what's next on
Posted by: Tim Vanlint @ 5/10/2011 1:17:46 PM -
View Full Post
Voice biometrics continues to gain acceptance in a wide range of markets. Traditional markets have included banking, government and financial services. However, healthcare, telecommunications and othe
Posted by: Clive Summerfield - Auraya @ 10/08/2011 6:25:01 PM -
View Full Post
A recent Avaya study foud that only 72% of customers were satisfied with their customer services experiences. These figures translate to a large loss of dollars for organisations. Some suggestions are
Posted by: Shona Mathieson @ 23/06/2011 2:55:27 PM -
View Full Post
In five or ten years time, will you still be able to speak to a person or will it be interactions with Avatars? And what will the next stage be - thought recognition?
Posted by: Steve Duke @ 17/05/2011 1:36:00 PM -
View Full Post
Social media is the new vegemite. Love it or hate it, you can't avoid the cultural significance or Facebook and Twitter and you can't ignore the growing business significance that it poses.
Posted by: David Naylor @ 3/03/2011 8:56:47 AM -
View Full Post
When companies offshore their contact centres, protection of consumer privacy can potentially be an oversight. Vocie biometrics enables organisation's to provide a low-cost resource and still protect
Posted by: Clive Summerfield - Auraya @ 24/02/2011 11:22:18 AM -
View Full Post
Organisations traditionally believe that the customer process starts when people start thinking about interacting with that organisation. However, with the advent of social media, does the process eve
Posted by: David Naylor @ 24/02/2011 9:40:22 AM -
View Full Post
Having recently returned from a holiday in the US that covered three cities, including casino capital Las Vegas, I was constantly surprised by the challenges that a number of companies presented when
Posted by: Andy Hearsey @ 3/02/2011 1:59:14 PM -
View Full Post
AAMI proudly claim that every one of the more than six million telephone calls it receives each year are answered by a person - there is no use of an IVR system or utilisation of a speech recognition
Posted by: VLFBlogger @ 25/01/2011 2:36:55 PM -
View Full Post
A recent study conducted by Forrester Research on behalf of Nuance Communications, found some very interesting results relating to customer service levels and attitudes towards automated speech system
Posted by: Shona Mathieson @ 14/01/2011 2:36:55 PM -
View Full Post
With incidents of fraud and identity theft continually increasing, it appears that everyone is jumping on the bandwagon of introducing new and 'out there' technology to deal with fraudsters; while cus
Posted by: Shona Mathieson @ 6/01/2011 3:55:15 PM -
View Full Post
I was toying with the in-car GPS the other day and I set it up for spoken addresses. 'Great' I thought, I shouldn't have to type in an address again. In fact, it seems to work fairly well although i
Posted by: Ken Day @ 21/12/2010 5:48:41 PM -
View Full Post
Reading my esteemed colleague Ken's blog that mentions in-car speech recognition, I was reminded of the only 'joke' I know about Speech Recognition. It may be the only one in existence, however - a bi
Posted by: Steve Duke @ 8/12/2010 1:26:48 PM -
View Full Post
There's no denying that when a customer calls your organisation, it's one of the most important (and in some cases the only) interactions you will have with them. These calls provide a valuable opport
Posted by: Todd Bray @ 16/11/2010 3:44:53 PM -
View Full Post
In his seminal 1999 book "Crossing the Chasm" author Geoffrey Moore's observes "The point of greatest peril in the development of a high tech market lies in making the transition from an early market
Posted by: Harm Ellens @ 3/11/2010 4:50:50 PM -
View Full Post