Designing Speech Applications: A Beginner’s Guide
By Laura Kennedy and Chris Lotspeich Your call center has decided to implement a speech application, so where do you begin? Speech recognition applications come … Read more
By Laura Kennedy and Chris Lotspeich Your call center has decided to implement a speech application, so where do you begin? Speech recognition applications come … Read more
By Steve Rutledge and Allen Bonde Self-service has become a buzzword across nearly every business sector, from the supermarket to the information technology support desk. … Read more
By Wayne Scaggs Speech Recognition is being used every day by hundreds of thousands of people. It is a known fact that this technology is … Read more
When first introduced in the early 1980s, voicemail systems were seen as a threat to live agent services by some, a technological curiosity to others, … Read more
By Nancy Friedman People often tell me, “I hate voicemail!” As we talk further, I find that it’s not really voicemail they hate, it’s the … Read more
Once used solely as a means to verify agent conversations with callers, Call Recording or Voice Logging systems have seen their utility expand greatly in … Read more
By Steve Martin Who are your best agents? Do you know? Are you sure? Do your best agents (at least the ones you think are … Read more
Since the advent of computers, users dreamed of the day when they could communicate with computers using normal speech, something that wasn’t possible until speech … Read more
By Chuck Raudonis Touchtone, also known as DTMF or dual tone multi-frequency, has been the standard of interactive voice response (IVR) for years. Traditional touchtone … Read more
By Dr. Jon Anton Ask people to cite a successful application for speech recognition and the name Amtrak invariably comes up. The implementation of “Julie,” … Read more