Opus Research, Inc.
Dan Miller has over 30 years’ experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers. Dan founded Opus Research in 1986 and coined the term "Conversational Commerce" to describe business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure. He is a frequent speaker and has authored scores of reports, advisories and newsletters addressing the practical aspects of implementing strategies that promote trusted intelligent virtual assistance. Dan received his BA from Hampshire College and an MBA from Columbia University Graduate School of Business.
Articles By Mr Dan Miller
The growth of Alexa, Google Assistant, and Siri means that customer care is coming (back) to the voice channel
The success of Siri, Alexa, and the like can only benefit IVR solutions
Today's solutions are more accurate and easier to use and implement.
Free services expand as technology moves out of the niche.
Regulations are enforcing stricter authentication for financial institutions, generating more opportunity for voice biometrics
Posted 01 Mar 2007
March 2007 Issue
Automated speech VUIs(voice user interfaces) have exposed us to a variety of greetings: Hey there! How may I help you? In your own words, describe the purpose of your call. Please press or say your account number. And the ever popular, This call may be monitored for training purposes. Well, at least most firms are getting better than the Your call is important to us, but not much.
Last June, Microsoft held an event in San Francisco where top executives demonstrated new software and hardware components that round out its Unified Communications (UC) solutions stack, and, to use Bill Gates' terminology, "make it easy for people to reach each other using the mode of communication that is the most productive, on the device that is most convenient." Its partners - including LG-Nortel, Polycom, and Thomson Telecom (based in Australia) - set out to define hardware and software that fill out a solution stack for enterprise IP-telephony. Other members of its hardware consortium include Motorola, Samsung, Plantronics, Tatung, Logitech and Siemens.
Bringing automated speech to a vertical, like health care, is not merely transcending a doctor's illegible handwriting or obviating the need for off-shore transcription services. The opportunity lies in rendering well-understood, repetitive activities as XML-based scripts in a way that leverages an installed base of processors, applications and databases.
We are now half way through the first decade of the new millennium. It's time to take stock of the factors that have had the greatest influence on automated speech's progress into enterprise and service provider IT infrastructures as a major component of Conversational Access Technologies (CAT).
As a growing number of enterprises make their conversion to VoIP (Voice over IP) or IP telephony, the notion of automated speech is getting short shrift.
Back in June 2002, while I was a senior vice president with The Kelsey Group, we conducted a research study on "The ROI of Speech." A select group of relatively large companies, primarily in the financial services and catalogue sales sectors provided some impressive numbers that have been baked into countless presentations delivered by the peripatetic SpeechWorks/Nuance sales force.
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