Intervoice In the News
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More Call Center Work Done At Home Economy, gas prices fuel movement of call center work into homes By Dan Sewell, AP Business Companies that supply customer service agents to businesses around the world say they are saving money and attracting better employees by letting them work from their own houses. Using Internet telephone technology, the operators are able to answer questions and hear out complaints as if they were working in a sprawling call center in an office park. November 26, 2008 |
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Call Center Solutions Featured Article: Convergys Intros Intervoice Voice Portal 6.0 and Interaction Composer Enterprises can now be empowered to think differently about the customer experience through the introduction of a voice portal platform designed to facilitate the development of multimodal applications that enable mobile self-service. November 11, 2008 |
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Using Speech for Postcall Notes This article focuses on the use of call notes automation using speech technology to increase customer and agent satisfaction, improve the customer experience, and lower average call handle time for increased efficiency. November 1, 2008 |
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Injecting More Value Into Business Process Outsourcing Brendan B. Read, Customer Inter@ction Solutions Business process outsourcers are constantly being called upon to add
value to their services, such as using the latest in voice recognition
or analysis. However, they can't afford to keep investing in tools and
keep costs down, even in the relatively inexpensive countries where
they operate. October 19, 2008 |
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3 Key Considerations for a Successful Transition to a Hosted Self-Service Solution Provided By: Scott Manghillis Most every industry analyst today will agree that that the number of organizations outsourcing to a hosted solution for customer self-service is steadily on the rise. The companies that will reap the benefits of hosting are those that are fully prepared and fully aware of where they are today and where they plan to be once the transition to a hosted solution has commenced. This article covers some key considerations to help ensure a successful transition to a hosted solution and long-term success. August 1, 2008 |
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Demand for Authentication Boosts Voiceprints By Phillip Britt July 29, 2008 |
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This Time, It's Personal by Ryan Joe July 15, 2008 |
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Say What? The voice user interface problem has long been the sticking point in automated support systems. Why can't designers design a system worth talking about? July 1, 2008 |
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Believe the Hype About Hosted Contact Centers After years of build-up, how much longer should we wait for the market to mature? June 1, 2008 |
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Hosted Speech Solutions BUSINESS PROBLEM: Your dual-tone multi-frequency solution just isn’t
cutting it anymore. It’s time to move to speech. But implementing an
interactive voice response system can be expensive. Because the vendor hosts and maintains the solutions, there’s significantly less overhead and risk involved for the enterprise customer. Consequently, return on investment is much more rapid. June 1, 2008 |
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Intervoice Looks to Break Contact Center Silos The company's new Contact Portal combines the functionality of its contact center offerings, enabling consumers to receive customer service on their own terms -- and through their preferred channel. May 29, 2008 |
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Recap of Intervoice Industry Analyst Conference April 17, 2008 |
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State of Utah Makes the Case for Intervoice April 14, 2008 |
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Intervoice Update April 11, 2008 |
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Intervoice's Ken Goldberg Speaks on Positioning for Unified Communication Ken Goldberg of Intervoice chats with Blair Pleasant about Intervoice's UC strategy and how the company plans on succeeding in the UC market. April 10, 2008 |
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Intervoice: Vision for Growth April 4, 2008 |
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The 2008 CRM Service Awards: Interactive Voice Response April 1, 2008 |
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Natural Language Processing (NLP) on Fertile Ground April 1, 2008 |
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Another View of the Non-Agent Agent March 17, 2008 |
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Intervoice – New President, New Approach March 10, 2008 |
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Litton Loan Servicing improves customer service with Intervoice Voice Portal Speech recognition options simplify call flow and accommodate application growth. March 6, 2008 |
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The Successful Evolution to IMS: Are You Ready? February 1, 2008 |
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Speech Technologies Vital to Self-Service Options Speech Technologies Feature Article January 14, 2008 |
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Destination CRM - Listen Up! Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple. January 1, 2008 |
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Destination CRM - Speak Up! 11 strategies to ensure that you're hearing your customers loud and clear. December 1, 2007 |
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Intervoice's Media Exchange with HomeZone and its IMS Vision Speech Technologies Feature Article November 30, 2007 |
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The Future As Seen Through Technology The Talking Phone November 5, 2007 |
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Speech Takes the Pain out of Jury Duty Jury Systems, a provider of jury management systems for courts around the country, added interactive voice response (IVR) capabilities to its JURY+ Next Generation suite of products. Jury Systems is branding the IVR product as the Jury+ Voice solution. October 5, 2007 |
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Speech Strategy News: VUI - The Next Generation In this guest column, we ask designers skilled in creating Voice User Interface to highlight a particular aspect of VUI design inspired by actual deployments. In this issue, Dave Pelland, Catherine Zhu, and Julie Underdahl, Intervoice, address the opportunity created by the multimodal capabilities of wireless devices. October 1, 2007 |
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The Elements of Style The success of a Voice User Interface (VUI) hinges on its ability to guide the caller step by step into eliciting responses that will enable the system to help solve a problem. October 1, 2007 |
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Speech Strategy News: Interview with Ken Goldberg, Intervoice Planning unified services platform and broader contact center product line August 20, 2007 |
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Contact Center ID Verification Growing More Complex, Costly Even if not mandated by law, some contact centers are leaning toward stricter caller identification standards, said Ron Settele, product marketing manager for Intervoice. "We are finding the preferred solution is to not have the agent manage verification but to do it automatically. That way, it takes social engineering cons out of the equation." August 2, 2007 |
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Transforming The IVR With Speech Technology As we all know from personal experience, in the early days, there was touch-tone IVR. And let's face it — it wasn't very good. Oh, it served a purpose. As a front-end to incoming calls, at its most basic function, it could separate types of calls and least head them off into the correct general direction, eliminating the expense of hiring people to listen to long-winded caller explanations and make judgments about where to route incoming calls. July 1, 2007 |
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UC Strategies: Intervoice’s UC Breakthrough For Multimodal Self-service Applications Art Rosenberg discusses Intervoice’s UC breakthrough for multimodal self-service applications with Ken Goldberg, Intervoice’s Senior Vice President of Corporate Development & Strategy May 22, 2007 |
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Why Mobility Will Change Telephony The user perspectives on presence, call handling and service. "... Just as I was writing this piece, I received the big announcement from Intervoice launching the first commercially available product for developing self-service "UC" applications, based on the new W3C language standard, State Chart XML (SCXML), destined to replace CCXML as a call control language for VoiceXML. The announcement of Intervoice's "Media Exchange" is the opening industry volley in transitioning telephone self-services to the UC world of more personalized and dynamic multimodal business applications and "click-to-contact live assistance..." "... the news from Intervoice is most promising for the coming world of consumer mobile communications." April 5, 2007 |
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Gartner Eyes IVR and EVP Vendors A detailed piece about the Gartner Magic Quadrant findings noting Intervoice as one of the leaders in the IVR and Enterprise Voice Portals market. February 14, 2007 |
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Speech Technology in 2007 TMC.net Speech Technologies Feature Article January 3, 2007 |
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Managed Services Journal The Secrets of Successful Outsourcing January 1, 2007 |
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Moving Beyond Cost Savings Hot Topic Customer Service: IP-enabled contact centers are moving beyond cost-cutting measures and are poised to build real customer value. December 1, 2006 |
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The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes. December 1, 2006 |
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New Automated Customer Service Tool from Intervoice Speech-enabled options give financial institutions a leading competitive edge. November 20, 2006 |
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Intervoice Offers Something to Bank On Revving up security in banking transactions means speech companies need to offer blended self-service options. November 17, 2006 |
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Speech Technology Magazine The First 100 Days of Deployment: How to Tune Your Speech Self-Service System on the Fly. Andrea Holko, Senior Vice President of Global Consulting at Intervoice. November 9, 2006 |
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Speech Technology Magazine Innovative Research in the Labs Part V: Intervoice Center for Conversational Technology at the University of Texas at Dallas November 9, 2006 |
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Y Me Members of Generation Y were the first to mature in a media-saturated, tech-savvy world--here's how to blow past the buzz and get the brand into their brains. November 1, 2006 |
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Excerpt from Business Communications Review: IP Contact Centers Go Beyond The Basics Intervoice Corporation is named Most Innovative November 1, 2006 |
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Call Center Times IP-enabled Contact Routing Applications Bridge the Gap Between CRM and the Contact Center October 1, 2006 |
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Speech Technology Magazine Natural Language Processing: The Next Steps September 13, 2006 |
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Call Center Times Humana Case Study - Page 11 September 11, 2006 |
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Baseline Magazine EchoStar: Talk to the Robot August 7, 2006 |
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TMC.net Automates Field Service Operations Together with Datria August 7, 2006 |
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SDA Asia Magazine SmarTone-Vodafone to Use Intervoice Media Exchange August 7, 2006 |
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American Executive Innovating, rather than reacting, is how Intervoice made it to the top August 1, 2006 |
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TMCnet - Internet Telephony Intervoice Improves Customer Service for Credit Card Provider July 19, 2006 |
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China Tech News SmarTone - Vodafone Expands Voice Portal July 13, 2006 |
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Speech Technology Magazine From Harmless Threat to Industry Competition in 14 Weeks: Amateur Designers Leave the Experts Speechless. July 4, 2006 |
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Destination CRM Intervoice Serves Up Services. Its Global Services initiative includes an offering aimed at creating a more exact experience and another focused on consistency across channels. June 28, 2006 |
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Bob Ritchey, President & CEO of Intervoice, Presides Over the Market Close Bob Ritchey, President and CEO of Intervoice Inc., rings the NASDAQ Stock Market closing bell at NASDAQ's MarketSite in New York City. June 27, 2006 |