Speech Technology - June 2008 - (Page 3) > > F E AT U R E S 20 Breaking Windows New dictation products threaten to end Windows PCs’ lock on the market. BY LEONARD KLIE CONTENTS June 2008 Volume 13, Number 5 >> COVER STORY 14 26 D-I-Y or B-U-Y Do-it yourself may work for home improvements, but IVR design’s a bit more complicated. BY LAUREN SHOPP MultipleModality Disorder Tips to combine voice and visual to piece together a complete user interace. BY RYAN JOE >> FYI >> COLUMNS 9 10 Genesys Opens the Customer Front Door Partners and enterprises are already lining up for the latest contact center technology. Also, excerpts of an exclusive interview with Genesys CEO Paul Segre. MARKET SPOTLIGHT: CALL CENTERS 4 6 Editor’s Letter An Enterprise Breakthrough? BY DAVID MYRON View from AVIOS A Look at AVIOS’ Speech and Multimodality Contest BY PATTI PRICE, BILL SCHOLZ, AND MATT YUSCHIK Centers of Connectivity The Internet has spawned a lot of changes in how contact centers operate and interact with customers and other systems. 11 12 13 7 8 38 40 41 42 44 Interact Psych! Don’t Send Callers to a Web Site BY SUSAN HURA Soundbytes News roundup Industry Dashboard IVR’s Role in the Changing Contact Center Inside Outsourcing Building a Healthy Outbound IVR BY ALEX HALIKIAS Overheard/Underheard Under-the-radar speech news Guest Column Beyond Misrecognitions and No Speech BY REBECCA NOWLIN GREEN >> DEPLOYMENTS In Other Words Is Machine Translation Ready for You? BY SUE ELLEN REAGER 34 Mission-Critical Communications Phoenix’s new unified communications solution supports 14,000 city employees. BY LEONARD KLIE Speech Solutions Hosted Speech Solutions BY RYAN JOE Voice Value Full Access Granted BY ROBIN SPRINGER 36 Insuring a Smoother System A health insurance company turns to analytics in search of the reason behind sky-high call columes. BY LAUREN SHOPP Forward Thinking The Evolution of IVR Systems BY JIM LARSON www.speechtechmag.com JUNE 2008 Speech Technology | 3 http://www.speechtechmag.com
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