Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

Call Center CRM

Interactive Intelligence's Record Results

February 12, 2007

Verint & Witness To Merge

February 12, 2007

Teleperformance Reports Strong Growth

February 7, 2007

Enkata Reports Strong Growth

February 6, 2007

Vista's Speech Rec Troubles?

February 1, 2007

Microsoft has admitted that it could be "technically possible" (though unlikely) for Vista's speech recognition capabilities to be maliciously used.

The scenario envisioned involves malicious e-mails or audio on Web sites telling the OS to "delete" or otherwise alter a user's files against the user's wishes.

Microsoft has said that the possibility is remote, however:

"The exploit scenario would involve the speech recognition feature picking up commands through the microphone such as 'copy', 'delete', 'shutdown', etc. and acting on them," blogged a Microsoft security researcher. The blogger added that it would require a perfect alignment of circumstances: the user not being in the room to hear the audio, the microphone and speakers being turned on, the microphone being aligned just right and the clarity of the audio being perfect.

TES







Hosted Speech Takes Off

January 31, 2007

During the first few years of speech applications for the call center, we all admired them great...from afar. Few companies (with the exception of large rich organizations like banks and airlines) could afford them, or had the manpower to administer them.

That's why speech solutions have mixed so well with the on-demand delivery model. Costs, complexity and the sheer "fear factor" of speech can be greatly reduced...by keeping the headaches on someone else's doorstep while still being able to reap the benefits.

Speech solutions provider Fluency Voice (www.fluencyvoice.com) announced today that it is experiencing great demand for the hosted (on-demand) version of its speech recognition solution as well as its traditional on- premise version.  During the last three quarters alone, Fluency states that it has seen an 81 percent growth in sales of its Virtual Speech Agent (VSA) Suite solution delivered as an on-demand service compared with the same period in 2006.



Customer Service Madness

January 29, 2007

Here's a little personal anecdote I just had to share:

I'm switching health insurance companies as of February 1st. When I completed the paperwork, I indicated my primary care physician's name and address on the forms. The health insurance company sent me a letter, correctly identifying my primary care physician by name, but indicated that before they could activate my account, they had to know his ID number.

That would be the ID number that the insurance company assigned to him.

They're asking ME for it.

Because apparently, I know better than they do what provider number they assigned to my doctor.

I looked up the number...on their Web site, mind you...and called their call center.

To give them the number.

Their number that they assigned to my doctor.

Next week, I'm going to anticipate a call from my bank asking me what their check clearing policies are. I'll be sure to keep a copy of the bank's customer service manual around so I can tell them when they ask.

It's enough to make you wonder whether anyone in Corporate America has even half a brain turned on nowadays.

TES



















Voxify Announces New CEO; Chairman Of The Board

January 26, 2007

This week, speech technology provider Voxify announced that John Gengarella has joined the company as President and CEO.  According to the company, Gengarella brings with him "over two decades of technology leadership and visionary business practices with highly successful enterprise software businesses to lead Voxify through its current stage of aggressive growth." He is a former Siebel/Oracle CRM executive.

Voxify also announced that Carol Snell has been appointed to the position of Chairman of the Board of the company. Snell is, according to the release, "an accomplished entrepreneur and CEO bringing more than three decades of executive management, operations, sales and marketing experience to this key role at Voxify."  Prior to this appointment, Snell served as an active member of the Voxify Board of Directors since joining in 2002.

Visit Voxify's Web site at www.voxify.com.

TES







New Facilities For Convergys

January 25, 2007

Entellium Honored By Frost & Sullivan

January 24, 2007

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