Voice and Data Communications Articles

 

Banking on Speech Recognition

By: ContactCenterWorld.Com
November 26, 2001

"Over the past year, Syntellect and ALLTEL Integrated Financial Solutions have developed and standardized speech-empowered, self-service applications for the ALLTEL HORIZON banking system," said Mike Allison, vice president of Indirect Channels for Syntellect. "The result of this successful collaboration is an integrated technology solution that provides banks with powerful, customer-pleasing self-service that, up until now, has been deployed by only a few of the very largest banks.

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IP Services on Hold

By Laurel Nelson-Rowe
November 19, 2001

This hasn't been the breakthrough year carriers had promised for rolling out next-generation IP services such as voice over IP and advanced quality of service.

Experts only a few months ago were predicting uptake in services such as videoconferencing and VoIP based on the Multiprotocol Label Switching standard, which adds QoS characteristics to IP traffic so that priority and delay-sensitive applications perform at acceptable levels. Although some carriers are rolling out MPLS services, such services are far from ubiquitous.

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IM Usage in Workplace is Rising

By: Tischelle George
November 14, 2001

The use of instant messaging is rising at businesses throughout the United States, according to a recent report by Jupiter Media Metrix.

The total minutes U.S. workers spent using the top three instant-messaging applications--from America Online, MSN, and Yahoo--increased 110%, from 2.3 billion minutes in September 2000 to 4.9 billion in September 2001. The number of unique users of instant-messaging applications in the workplace also jumped 34%, from 10 million in September 2000 to 13.4 million in September 2001.

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VoIP 6% of Worldwide Telephone Traffic

By: ContactCenterWorld.Com
November 6, 2001

According to a just-released study by TeleGeography, Inc., the share of the world's phone-to-phone traffic sent over IP networks will increase from 3.8% in 2000 to an estimated 6% in 2001. ITXC's (NASDAQ: ITXC) CEO Tom Evslin announced the findings of the new study to investors at the AeA Classic Financial Conference in San Diego. The TeleGeography study also affirmed that ITXC is the market leader in Voice over IP (VoIP) with an estimated market share of close to 20 percent.

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Voice Portals Justify Customer-Facing Technologies
Research suggests that voice portals – buoyed by speech rec – are now positive factors in the call center revenue equation.

by Keith Dawson
11/07/01, 3:23 p.m. ET

Evidence is beginning to mount suggesting that speech recognition technology is gaining traction as a real-world, practical and effective business tool. This, in contrast to the widespread perception just a few years ago that speech rec was difficult to implement and not all that reliable.

A new Datamonitor report says that the speech rec sector is growing rapidly, and points to a greater understanding of voice technology's business benefits as one of the reasons.

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Wireless Gets Ready To Roam
New tools promise to let users move among different networks

By: David Drucker
September 10, 2001

The benefits of wireless access remain elusive, in part because of the difficulty in connecting users to the networks. By next year, though, advances in wireless infrastructure and supporting technologies may give corporations better reason to spring for wireless.

In-house wireless LANs, carrier-based wide area wireless services and wireless "hot spots" such as airports, hotels and coffee shops are all accessed by mobile workers. However, users can't roam among the networks.

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IBM Extends Leadership in Voice Recognition Software

October 26, 2001

IBM today announced a broad range of new customers, partners and products in its comprehensive strategy to provide voice recognition software for mobile e-business.
New customers and partners span three continents and key targets of IBM's voice business: the automobile industry for telematics, the growing market segment for products and services that deliver wireless voice and data information to vehicles; manufacturers of personal digital assistants and other mobile devices; telephone call centers; and e-businesses of all sizes.

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