Speech Technology - June 2008 - (Page 4) EDITOR’S LETTER Editorial Director David Myron dmyron@infotoday.com Managing Editor Leonard Klie lklie@infotoday.com An Enterprise Breakthrough? side from the contact center, speech applications hold much potential for the enterprise, especially on mobile devices. In fact, that was the topic of our November/December 2007 cover story, “Mission Video,” by Editorial Assistant Ryan Joe. But now there’s even more reason to believe it. Some recent news headlines on www.speechtechmag.com indicate that promising enterprise speech solutions are already available. One of the most exciting developments that has my colleagues at CRM magazine buzzing deals with speech solutions for sales force automation. A customer relationship management system is only as good as its data; however, salespeople often complain that regularly updating the system with new customer information is too time-consuming. It’s time, they emphatically argue, that they could otherwise spend selling. Now management has a new argument. Ribbit for Salesforce.com, officially launched May 6, is turning the traditional telecommunications model on its head by linking voice to the popular Salesforce.com software-as-a-service CRM system, according to our online article “Voice Automation Hops to the Forefront” (May 9, 2008), by CRM magazine’s Senior Editor Marshall Lager. “Though Ribbit’s services work with any voice communication, the focus is mobility. An online mobile extension unites the phone and the application so users can answer and make calls from any Salesforce.com page,” the article states. “Mobile calls, voice messages, and transcribed text (courtesy of partner SimulScribe) automatically flow into customer records in Salesforce.com, allowing users to store, search, and act on voice communications as part of normal workflow.” One of the main benefits for salespeople is that they can record post-call notes into the system immediately after a sales call—when the information is fresh in their minds—instead of recalling the information later in the day after returning to their computers. This saves sales professionals time, helps them capture more customer information, and ensures better data accuracy. More than 4,000 developers have already signed up to create Ribbit applications for Salesforce.com, enabling Salesforce.com and partners to provide low-cost enterprise solutions with lots of room for innovation. This application, if successful, could encourage corporations to invest in additional speech applications. However, other areas of speech, namely mobile voice and visual applications, are not as tightly integrated. That’s why we bring you our cover story, “Multiple-Modality Disorder,” (page 14) by Ryan Joe. This feature offers tips on how multimodal interface designers can avoid some of the interoperability problems they might encounter. For instance, one source in the story states that each wireless telecommunications provider “has different bandwidths in different regions with different data transfer speeds. What works in one device in one location may not work for another device in the same location.” The issue here is one of openness. Carriers must be willing to allow developers to access their networks and build solutions for them, much like Ribbit does with its large network of developers. Senior Designer Laura Hegyi Assistant Editor Lauren Shopp lshopp@infotoday.com Editorial Assistant Ryan Joe rjoe@infotoday.com Proofreaders Greg Edmondson, Gayle Kesten Contributors Alex Halikias, Daniel Hong, Susan Hura, Jim Larson, Rebecca Nowlin Green, Patti Price, Sue Ellen Reager, Bill Scholz, Robin Springer, Matt Yuschik Editorial Advisory Board The Editorial Advisory Board of Speech Technology magazine is composed of prominent figures in research, development, and applications of speech technology. The members will assist the magazine’s editorial staff by recommending articles and column topics or prospective authors, and offering advice on technical matters and industry trends. Additional responsibilities will include critiquing the magazine’s content and design. If you are interested in participating, contact David Myron, Editorial Director, Speech Technology magazine, 237 W. 35th St., 14th Floor, New York, NY 10001, (212) 251-0608. A ADVERTISING SALES / PRINT & ONLINE La Shawn Fugate lashawn@infotoday.com • Sarah Fortney sarah@infotoday.com • (877) 993-9767 MARKETING Marketing Manager, Events & Circulation Sheila Willison sheila@infotoday.com • Director of Web Events DawnEl Harris dawnel@infotoday.com CORPORATE HEADQUARTERS Information Today, Inc., 143 Old Marlton Pike, Medford, NJ 08055 EXECUTIVE MANAGEMENT President and CEO Thomas H. Hogan • Chairman Roger R. Bilboul • Vice President, Administration John Yersak • Vice President, Content Dick Kaser • Group Publisher Bob Fernekees • Publisher La Shawn Fugate INFORMATION TECHNOLOGY Chief Technology Officer Bill Spence PRODUCTION Vice President, Graphics and Production M. Heide Dengler • Ad Trafficking Coordinator Michael Hardwick How to Contact Speech Technology magazine Editorial Office: 237 W. 35th St., 14th Floor, New York, NY 10001, (212) 251-0608, www.speechtechmag.com. Subscriptions/Cancellations: Send subscription requests and address changes (please include old mailing label) to: Speech Technology magazine, 2900 New Rogers Road, Bristol, PA 19007; or call (215) 788-5500. Subscribe online: www.speechtechmag.com. List Rental: American List Council, 1-800-ALC-LIST Reprints: La Shawn Fugate or Sarah Fortney, (877) 993-9767, lashawn@infotoday.com or sarah@infotoday.com. Privacy Policy Occasionally we make a portion of our mailing list available to organizations whose products or services we think might be of interest to our customers. If you do not wish to receive such mailings, please send a copy of your mailing label with a request to be removed from the third-party mailing list to Speech Technology magazine Customer Service, 2628 Wilhite Court, Suite 100, Lexington, KY 40503, or call (859) 278-2223. David Myron Editorial Director dmyron@infotoday.com Speech Technology (ISSN 1088-5803) is published nine times a year (Jan/Feb, Mar, Apr, May, June, July/Aug, Sept, Oct, Nov/Dec) by Information Today, Inc., 143 Old Marlton Pike, Medford, NJ 08055. Copyright © 2008 by Information Today, Inc. All rights reserved. Materials may not be reproduced in whole or in part without written permission. Subscription rate for subscribers in the U.S. is $20.95 per year. Single copies are $3.95. It is free for qualified subscribers. Periodicals Postage Paid at Medford, NJ, and at additional mailing offices. POSTMASTER: Send address changes to Speech Technology, 2628 Wilhite Court, Suite 100, Lexington, KY 40503. Postage for qualified Canadian subscribers is $78.95 per year and for all other qualified international subscribers is $108.95 per year. Unsolicited manuscripts will not be returned unless accompanied by a self-addressed, stamped envelope. Speech Technology accepts unsolicited submissions and will attempt to handle all manuscripts with reasonable care; however, the publisher assumes no responsibility for manuscripts, artwork, or photographs. Manuscripts should be mailed to Speech Technology magazine, 237 W. 35th St., 14th Floor, New York, NY 10001; or emailed to: lklie@infotoday.com. 4 | Speech Technology JUNE 2008 http://www.speechtechmag.com http://Salesforce.com http://Salesforce.com http://Salesforce.com http://Salesforce.com http://Salesforce.com http://Salesforce.com http://www.speechtechmag.com http://www.speechtechmag.com
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