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Both web chat and speech analytics implementations in call centers are expected to grow by about 60 percent this year, according to research conducted by ContactBabel and published in the fifth edition of the "U.S. Contact Center Decision-Maker's Guide."
Nuance Communications recently partnered with Spansion to improve speech-recognition technology for car makers. The enhanced solution is based on the software and semiconductors offered by both the companies, according to Noel Randewich from reuters.com.
Auraya Systems, a globally recognized expert on voice biometrics including voice authentication and identity solutions, recently announced nine more firms have joined its Global Partner Network. As the new members of the network, the companies will sell Auraya's ArmorVox Speaker Identity System in North America, Europe and Australia, according to a press release.
Technology seems to make the world get smaller, and Interactive voice recognition (IVR) technology is playing a significant role. By converting the spoken word in one language into written text of another language, communication barriers are being razed to the ground.
Telax Call Center Agent version 10.2 is out and it comes with significant changes including Microsoft Lync integration and a redesigned user interface. Microsoft Lync integration was a major upgrade which will now see the software support Single Sign On (SSO), identification of MS Lync users and the ability to deliver IVR, ACD and reporting capabilities to MS Lync, the flagship communication product by Microsoft. The version 10.2 also comes with audible alerts for chat sessions that alert agents of incoming chat messages.
As voice recognition grows in popularity with smartphone applications and other devices, the State of Delaware announced they chose which company will host a premise-based Interactive Voice Response (IVR) system. DiRAD, a voice solution provider, was awarded a multiyear contract to host IVR systems in schools, state agencies, municipalities and counties.
Radish Systems, a provider of next-generation of multimodal unified communications solutions, has enhanced ChoiceView Agent, its enterprise software, with features such as automatic rep screen pops, information encryption, local history saving, local file send, and more.
Lots of people are excited about speech technology nowadays: for good reason. While speech recognition software has been used for consumer applications for a few decades now (think of interactive voice response - IVR - that uses voice input instead of "press one" and "press two"), newer applications are changing the way we interact with technology. Apple's Siri personal assistant has brought the technology rushing to the forefront, as have automobile-based telematics systems like OnStar and others. Since we, as a nation, are always on the go and looking for the easiest possible interface, speech technology is likely to begin showing up in places it never was before: in our home entertainment systems, in video gaming, in security systems, in more moderately priced cars, in toys and in our homes. (As in, "turn on the living room lights and raise the air conditioning temp to 72, please.")
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