Speech Technology - October 2008 - (Page 1) October 2008 Volume 13, Number 8 > > F E AT U R E >> COVER STORY CONTENTS 14 An Emotional Mess Speech systems can say, “I’m sorry,” but can they ever truly sound like they mean it? 26 The Case for Call Recording Legal issues abound regarding notification and privacy when call centers monitor and capture customer contacts. BY LEONARD KLIE BY PAUL KORZENIOWSKI > > F E AT U R E 20 Emotional Intelligence Speech technology may have difficulty conveying emotion, but it can certainly detect it. BY JESSICA TSAI >> FYI >> COLUMNS THE ON ENE: SC 8 9 9 10 Keynoter Highlights the Shrinking Technological World Technological progress and the power of information technologies are transforming human life, Ray Kurzweil said. 2 4 6 7 38 40 41 42 44 Editor’s Letter Don’t Get Overemotional BY DAVID MYRON Industry View The Creepiness Factor BY MOSHE YUDKOWSKY Former Hacker Tackles IVR and Biometrics The newest phishing target is interactive voice response systems, Kevin Mitnick warned. Inside Outsourcing Building a Welcoming Front Door BY ALEX HALIKIAS ‘Press 1’ for Caller Thoughts Users prefer service to technology, a panel revealed. Soundbytes SpeechTEK news roundup Interact Contradicting a Legend BY MELANIE POLKOSKY 11 12 13 34 36 MARKET SPOTLIGHT: GOVERNMENT Voice Vote New speech-enabled machines could revolutionize elections. Guest Column Are You Doing Right by Your Customers? BY DONNA FLUSS A New Dragon Emerges Dragon NaturallySpeaking 10 is faster and more accurate than the previous version. Standards Opening the World of Multimodality BY DEBORAH DAHL Overheard/Underheard Under-the-radar speech news >> DEPLOYMENTS Unified in Care and Communications Cancer Treatment Centers of America rolls out VoIP contact center solutions to improve patient care. BY LEONARD KLIE Speech Solutions Assistive Technology BY LEONARD KLIE Voice Value Does Anyone Care About Voice Verification? BY NANCY JAMISON An Education in E-Learning A small PowerPoint add-in helps Indian IT services giant Wipro take training to the Web. BY GAYLE KESTEN Forward Thinking Make Your Life Easier BY JUDITH MARKOWITZ www.speechtechmag.com OCTOBER 2008 Speech Technology | 1 http://www.speechtechmag.com
Table of Contents Feed for the Digital Edition of Speech Technology - October 2008 Speech Technology - October 2008 Contents Editor’s Letter Industry View Inside Outsourcing Interact Keynoter Highlights the Shrinking Technological World Former Hacker Tackles IVR and Biometrics ‘Press 1’ for Caller Thoughts Soundbytes Voice Vote A New Dragon Emerges Overheard/Underheard An Emotional Mess Emotional Intelligence The Case for Call Recording Unified in Care and Communications An Education in E-Learning Guest Column Standards Speech Solutions Voice Value Forward Thinking Speech Technology - October 2008 Speech Technology - October 2008 - Speech Technology - October 2008 (Page Cover1) Speech Technology - October 2008 - Speech Technology - October 2008 (Page Cover2) Speech Technology - October 2008 - Contents (Page 1) Speech Technology - October 2008 - Editor’s Letter (Page 2) Speech Technology - October 2008 - Editor’s Letter (Page 3) Speech Technology - October 2008 - Industry View (Page 4) Speech Technology - October 2008 - Industry View (Page 5) Speech Technology - October 2008 - Inside Outsourcing (Page 6) Speech Technology - October 2008 - Interact (Page 7) Speech Technology - October 2008 - Keynoter Highlights the Shrinking Technological World (Page 8) Speech Technology - October 2008 - ‘Press 1’ for Caller Thoughts (Page 9) Speech Technology - October 2008 - Soundbytes (Page 10) Speech Technology - October 2008 - Voice Vote (Page 11) Speech Technology - October 2008 - A New Dragon Emerges (Page 12) Speech Technology - October 2008 - Overheard/Underheard (Page 13) Speech Technology - October 2008 - An Emotional Mess (Page 14) Speech Technology - October 2008 - An Emotional Mess (Page 15) Speech Technology - October 2008 - An Emotional Mess (Page 16) Speech Technology - October 2008 - An Emotional Mess (Page 17) Speech Technology - October 2008 - An Emotional Mess (Page 18) Speech Technology - October 2008 - An Emotional Mess (Page 19) Speech Technology - October 2008 - Emotional Intelligence (Page 20) Speech Technology - October 2008 - Emotional Intelligence (Page 21) Speech Technology - October 2008 - Emotional Intelligence (Page 22) Speech Technology - October 2008 - Emotional Intelligence (Page 23) Speech Technology - October 2008 - Emotional Intelligence (Page 24) Speech Technology - October 2008 - Emotional Intelligence (Page 25) Speech Technology - October 2008 - The Case for Call Recording (Page 26) Speech Technology - October 2008 - The Case for Call Recording (Page 27) Speech Technology - October 2008 - The Case for Call Recording (Page 28) Speech Technology - October 2008 - The Case for Call Recording (Page 29) Speech Technology - October 2008 - The Case for Call Recording (Page 30) Speech Technology - October 2008 - The Case for Call Recording (Page 31) Speech Technology - October 2008 - The Case for Call Recording (Page 32) Speech Technology - October 2008 - The Case for Call Recording (Page 33) Speech Technology - October 2008 - Unified in Care and Communications (Page 34) Speech Technology - October 2008 - Unified in Care and Communications (Page 35) Speech Technology - October 2008 - An Education in E-Learning (Page 36) Speech Technology - October 2008 - An Education in E-Learning (Page 37) Speech Technology - October 2008 - Guest Column (Page 38) Speech Technology - October 2008 - Guest Column (Page 39) Speech Technology - October 2008 - Standards (Page 40) Speech Technology - October 2008 - Speech Solutions (Page 41) Speech Technology - October 2008 - Voice Value (Page 42) Speech Technology - October 2008 - Voice Value (Page 43) Speech Technology - October 2008 - Forward Thinking (Page 44) Speech Technology - October 2008 - Forward Thinking (Page Cover3) Speech Technology - October 2008 - Forward Thinking (Page Cover4)
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