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Latest Trends in Speech Technology, CRM, IVR, Collaboration and Cloud Computing

August 14, 2011

Speech analytics in greater demand

At the recent SpeechTek 2011 conference in New York I gained some great insight into the state of speech technology. For example, Jeff Schlueter of Nexidia told me his company’s speech analytics solutions have been in greater demand in this current economy as the desire to control costs has led to increased adoption of speech analytics. In addition, the company has released version 9.0 of its Enterprise Speech Intelligence product suite which cuts the TCO in half and allowing for customers to handle even larger amounts of data.

Global Unrest is Tech's Fault

August 12, 2011

Protests, riots and flash mobs are popping up all over the world from Greece to London and Israel to the US. This past week we even saw a global stock market sell-off due to a Paris-based bank’s alleged financial problems – thankfully though the French people are still enjoying their 6+ week vacations and have no plan to strike until they return.

But seriously – what the heck is happening in the world? The answer is quite simple really, technology is continuing to make the world a better place for the “have nots” – at the expense of the “haves”.

Nuance Takes Speech Technology Literally into the Clouds

August 10, 2011

I recently spent some time at the Speechtek 2011 event in New York and while there I had a chance to speak with a number of companies including Nuance Communications and in my conversation with company representatives Dena Skrbina and Andrea Mocherman I got to learn about how the speech technology company was able to help transform the business of US Airways by providing a state-of-the-art cloud-based communications solution.

In short, the company has provided the airline with technology which is integrated with customer phones numbers allowing the caller to be immediately presented with information pertaining their flight. On calls, customers are greeted by name and immediately told information about parking, gates, times and upgrades. Moreover, the new system further makes use of hold time by querying for needed information which is subsequently passed to agents.

Marketing Goes Almost Painfully Local

August 2, 2011

Pay attention, you might just overhear something

One of the most memorable business stories I hav e heard was when a consultant friend of mine flew to a large customer to quote on a substantial project. He was traveling with his business partner and happened upon a shuttle bus to the rental car company with his competitor and a partner. None of these consultants had ever met but my friend and his partner had the luck to keep quiet as he overheard the other two people on the shuttle bus finalizing their pitch and setting the price for the project.

TMC Dallas Video Interviews 2011

July 25, 2011

Recently I spent some time in Dallas doing video interviews with companies in the Dallas, Texas area and during the course of the discussions I was able to get a sense of where the markets have been and are going. The vast range of different opinions really comes together into a few themes.

They are simply that wages and turnover rates in India are skyrocketing meaning some jobs may be headed back to the US. This is offset by an interview with  King White of the Site Selection Group - an organization which helps companies decide which countries and states they should locate in. He tells us that states with higher taxes are less attractive and subsequently deter companies from opening there.

The Real Story on Grasshopper Phone Service

June 30, 2011

Earlier this month I wrote about a service from Grasshoper called Spreadable which was shut down by the company. Unlike most companies which shut down a division or brand, Grasshopper decided to write a four-part series on why they did it. Anyone else would have tried to kill the news. I called the company either marketing geniuses or marketing morons - mentioning that they did get me to write about the story and give them some extra publicity.

Since then I have had time to speak with the company - specifically the company's Ambassador of Buzz Stephanie Bullis who gave me many answers to the questions I had and more.

Spreadable was shut down without being sold because the company decided it could devote its resources more effectively to Grasshopper than Spreadable - the social sharing/referral/marketing company.



Avaya's Support Strategy Emulates Successful Cancer Diagnostic Systems

June 23, 2011

It is an unusual occurrence for me to receive a call from any company to discuss their support. Generally the media gets all warm and fuzzy about tangible things like new product launches – scoops and items you can put in the category of breaking news. Ironically though if you ask most companies what differentiates them from the pack, service and support is typically the most common answer. Yet, I can’t remember other companies asking me to meet their new head of global services.

Quad: The Death of E-mail and Cisco's Social Enterprise Ambitions

June 20, 2011

Quad moves to the cloud, has native Cius tablet support and offers better interoperability

Last week I took a train into the city from TMC’s Connecticut HQ to spend time with the Cisco Quad collaboration team – using Cisco telepresence technology and it was a fascinating look into the company’s foray into a post-email, collaborative enterprise world. First things first, I wrote about Quad and spoke with Murali Sitaram VP/GM of Cisco's Enterprise Platforms unit last September and since then Quad has not been talked about much in the media and has limited buzz in the market. Moreover, Cisco is repositioning itself – lightening up on consumer products meaning much of the company’s messaging has been in other areas of the market including launching consumer telepresence product UMI – something which should never should have gotten the green light.

Mitel to Come Out Swinging, Will They Connect?

June 1, 2011

This past January I wrote a piece which compared Mitel to ShoreTel titled Is ShoreTel filling the Nortel Void and since the post Mitel has been in a state of flux with a new CEO Rich McBee recently joining. When the opportunity presented itself to come to the Mitel Business Partner Conference titled Mitel Freedom – in Florida, I jumped at it in order to get more perspective on Mitel’s strategic direction and future.

The conference officially kicks off tomorrow morning but I wanted to give my readers as much information as possible before things got going. Tonight I had a sashimi (no, the other one – without the rice) dinner with Ron Wellard, GM and EVP of Mitel Communications Solutions, Jim Davies the CTO and Jay Nichols the VP of Sterling Communications – the PR firm handling Mitel.

Lady Gaga Causes Monster Cloud Crash

May 24, 2011

Born This Way is one of the most popular songs of the year - it already was the fastest-selling single ever on the Apple iTunes App Store. And Amazon knew this when it offered the entire Born This Way Album for 99 cents. The limited time offer offer as you could have imagined in advance is one which would attract massive sales - $7 off on what could be one of the most popular albums of our day.

Still, even with this notice, Amazon servers buckled under the massive strain - causing users to complain about not being able to buy all the songs.

Currently, Amazon is offering the Born This Way album for $7.99 and a special edition version with an additional eight songs is valued at $12.99.

The problem marks the second glitch for Amazon this year - following a cloud outage for a number of days which brought down a number of start-ups.





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