December 22, 2012
TMCnet's Hosted IVR Week in Review
By Michelle Amodio
Time to wrap up another week in technology, as we take a gander at the headlines in hosted IVR.
Expect Labs plans to include Nuance Communications’ (News - Alert) voice technology, expanding its Anticipatory Computing Engine’s voice capabilities. Expect Labs can now use Dragon Mobile SDK, which can help the Anticipatory Computing Engine better power the video calling app, MindMeld for iPad.
"We launched NDEV Mobile Platform to inspire mobile developers like Expect Labs to create breakthrough applications with our industry-leading speech recognition platform. MindMeld is a great example of the types of innovative applications that we're seeing across the NDEV program,” said Matt Revis, VP and GM, Dragon Devices, Nuance Mobile.
Learn more about Expect Labs’ developments in speech recognition and their future plans in this trending space over in the full report.
Fellini Software from SpeechStorm (News - Alert) now offers a kind of map through an IVR by taking cues from the customer, thus helping enterprises better plan out their systems for better customer experience.
Called “Customer Journeys,” this new feature, essentially, gives companies a glance at their customer patterns.
"The initial reaction from customers and prospects that have seen Customer Journeys is: ‘Wow! This is what we’ve been crying out for!’ For many of them, designing effective callflows has been a bit of a black art, so we’re really excited to see how they adapt their IVRs based on a real understanding of end-to-end customer behavior,” said Oliver Lennon, CEO and cofounder of SpeechStorm.
Learn more about Customer Journeys from SpeechStorm and how it’s shaping how enterprises improve their customer relationships.
Last but not least, Contact Solutions has named a new CIO and VP of product management this week, bringing new expertise to their cloud-based customer self-service solutions.
Appointed to the company are Randy Holl as CIO and Mike McShea as VP of Product Management.
Holl brings expert technology knowledge, as he has held various executive-level roles at VISICU (News - Alert) Notara and Marine Management Systems. McShea brings experience as a business-line leader at Philips Healthcare. He has held senior-level product management positions at ARINC (News - Alert), Citicorp Global Technology Infrastructure and Lockheed Martin.
"As we continue to grow, it is imperative that we expand our leadership team with talented and proven executives to move the company forward," said Paul Logan, CEO at Contact Solutions. "In Randy and Mike we have found two exceptional technology executives whose experience will help guide Contact Solutions as we continue on our mission to 'invent real customer service' through innovative self-service solutions."
Learn more about Contact Solutions’ new appointments in the full report.
That’s it for this week’s hosted IVR recap of the news. Be sure to tune into TMCnet’s hosted IVR community for up to the minute news on all things hosted IVR.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.