Opus Research, Inc.
Dan Miller is founder of Opus Research, an advisory firm for contextual communications, voice biometrics, and local mobile search. He has over 25 years experience in marketing, business development and strategy. He has held executive positions at IDC/Link Resources, The Kelsey Group, Atari and Warner Communications. He leads Opus Research's coverage of "Conversational Commerce," addressing opportunities at the intersection of speech processing, natural language understanding, analytics, voice biometrics and mobility. Dan received his BA from Hampshire College and MBA from Columbia University.
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.
Tuesday Keynote Lunch Sponsor
Tuesday Break Sponsor
Press Room Sponsor