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Speech Technologies

Converged Contact Center Webinar Today

October 20, 2005

I am involved with a webinar today _ I will be one of the speakers. The seminar is very interesting as it discusses how SOA, contact centers and multichannel integration all come together.

The company who is co-presenting the webinar with TMC is called M1 Global and I am pretty impressed with all they do. They have a different perspective on contact centers and tie together disparate elements more neatly.

Using drag-and drop visual modeling tools you have access to a carrier class contact management system that lives in the cloud. Well at least in this case the cloud is equipment collocated in the MCI network.

I would write more but I have to go practice and proof my slides.





Excel Switching User Conference

October 18, 2005

AVST CallXpress 7.71

October 18, 2005


In 1995-2000 the industry was convinced that unified messaging was going to immediately sweep the corporate desktop. The whole idea of uniting fax, voicemail and e-mail together made too much sense to not happen quickly. Sometimes logic and what you think is common sense just doesn't happen and now we live in a world where a $10/month VoIP service provider can give you unified messaging and most enterprise users still don't have it.

My take? The advent of VoIP service providers will make corporate executives wonder why they can't have the flexibility of UM in the office yet their $10/month service offers it.


Does Speech Technology Work?

October 15, 2005

During the birth of any technology that replaces people with automation there is a high level of frustration until the technology gets to a level where it is ready to be accepted by the majority of consumers.

When the first ATM machines appeared many people complained that banks were losing their personal touch. But when you needed $500 cash at 8:00 p.m. in the evening there was no personal touch to be found. Yes, convenience trumped the teller and I will never ever go back to a bank teller – except possibly at gunpoint.

Similarly when the first voicemail systems were produced most corporations said they were too impersonal and they would never use them.



Plantronics Voyager 510S

September 30, 2005

I have been using the Plantronics Voyager 510S for over a month. I have used the headset every day and night during this time. I wanted to put it through its paces before writing about it. The precise product I have is the Plantronics Voyager 510S Bluetooth Headset System as it says here on the box.

The headset itself works with both an office phone and your bluetooth enabled phone/device.

Adding Speech To The Enterprise

September 22, 2005

Speaking In Seattle Next Week

September 10, 2005

Here are the details on the agenda for the conference I will be speaking at on Tuesday of next week in Seattle Washington. Hope to see you there.

Details (Interactive Intelligence in the morning and Vonexus in the afternoon)





"Best Practices for Migrating Your Contact Center to VoIP"

Brought to you by Interactive Intelligence®                                                 

8:00 – 8:30 am

Registration & Complimentary Interactive Breakfast                                                                               

8:30 – 8:40 am

Welcome and Introduction

Interactive Intelligence and Best Practices in an IP Contact Center 

Mark Piskadlo, Western Region Director, Sales, ININ

8:40 – 9:10 am

Keynote - Industry Direction  

Rich Tehrani, President of Technology Marketing Corporation (TMC®)

9:10 – 9:40 am

Change Management

Ivy Meadors, Founder and CEO of High Tech High Touch Solutions, Inc.

9:40 – 9:50 am

Break

9:50 – 10:30 am

Best Practices in the IP Contact Center    

Network/IT Planning; Clear Plan for Workforce Optimization and Customer Driven Applications  

Peggy Gritt, Senior Director, Global Market Solution, ININ

10:30 – 11:00 am

Customer Interaction Center® (CIC) Live Demo

Scott Ridgway, Technical Sales, ININ

11:00 – 11:15 am

Customer Success Story

John Andrews, Effective Teleservices

11:15  – 11:30 am

Hitting Home: Keys to Success, Questions and Answers

Mark Piskadlo, Western Region Director, Sales, ININ

11:30 am – 1:00 pm

Complimentary Lunch

“Microsoft-based VoIP:
Improving your Business Communications. Lowering your Communications Costs.”

Brought to you by Vonexus                                                              

1:00 – 1:10 pm

Welcome and Introduction

Vonexus and the Microsoft®-based IP PBX

Mark Piskadlo, Western Region Director, Sales, ININ

1:10 – 1:40 pm

Keynote - VoIP Insights and Market Direction  

Rich Tehrani, President of Technology Marketing Corporation (TMC®)

1:40 – 2:20 pm

Maximizing your ROI for deployment of an IP phone system  

Brit Vickner, Channel Development Manager, Vonexus

2:20 – 2:30 pm

Break

2:30 – 3:00 pm

A Live Look: The Integrated Microsoft®-based VoIP Phone System  

Enterprise Interaction Center® (EIC) Live Demo

Brit Vickner, Channel Development Manager, Vonexus

3:00 – 3:15 pm

Customer Success Story

Peter Grilley, ChemPoint

3:15 – 3:30 pm

Hitting Home: Keys to Success, Questions and Answers

Mark Piskadlo, Western Region Director, Sales, ININ

 

Implement a Voice Channel

September 9, 2005

Please join me on September 22nd 2005 at 1:00 EST to learn about enterprise Voice and how to harness it:

Here is some marketing-speak onthe event.
Developing the Enterprise Voice Channel


Customer contacts are expected to reach 30 billion this year, of which 45% will take place over the phone. The cost of poor service is high. So how does your enterprise measure up?

Today, automated speech recognition systems are improving both customer experience and operational efficiency.





Rates Technology and Alcatel

August 25, 2005

In my blog entry on Rates Technology Inc I mentioned Alcatel as in default. Specifically:

After it became impossible to get them covered, RTI recently filed suit for willful patent infringement against Centrepoint Technologies, Inc. for much less money than Mitel and Alcatel (they certainly are a smaller company).

Mitel Networks was sued for $945 Million; Alcatel was sued for $1.155 Billion; and their default is pending in USDC EDNY. Hello Direct, GN Netcom and GN had been sued by RTI for patent infringement, and they recently settled with RTI; the terms are being kept confidential

.

Since that time I have learned the court has vacated the default meaning it is now in the hands of California courts since Alcatel sued Rates Technology Inc. first in California.





Heading Back From Speech-World

May 26, 2005

I am heading back today and am on an American flight bound for NY at the moment (I am looking forward to the day that we have high-speed internet on flights). The show went well. Exhibitors told me the quality of attendees was great and the quantity was good for a first-time event. Last night was the 20th annual Top 50 award where we celebrate the largest outsourcers in the world.

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