The 411XML® product lineup combines the most accurate and comprehensive directory data with the easiest intergration tools possible. 411XML® is brought to you by National Directory Information Services, LLC. National Directory and its principals have been involved in the electronic directory industry for over 7 years. We are committed to the speech techology industry, providing directory information to IVR hosts, platform vendors and developers. 411XML® products and services bring new possibilities to speech technology by providing contact data on inbound callers for automation of registrations, activations and many other transactions.

Apptera provides technology for mobile advertising, search and commerce. Our services are provided “In-Call” – while a consumer is interacting with a business over the phone. These solutions are sold to companies looking to monetize their call traffic and automate many of the routine tasks of managing customer requests for information and order processing.

Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions around the globe.

Channel Access, A Carlo Gavazzi Group Company, specializes in short lead time delivery of voice board products from NMS Communications and Pika Technologies as well as providing PCI Expansion Enclosures that support full size PCI cards, both 3.3 and 5 volt. Channel Access is also introducing an enhanced, SIP-based media gateway/server solution that can be remotely deployed and managed from a Windows-based application. For more information please visit www.channelaccess.com.

Crystal-clear, intelligible audio is the most important element in effective conferencing, and ClearOne develops technology capable of delivering the highest audio quality for all of our products.  As the leading innovator in the audio conferencing market, ClearOne has delivered professional audio conferencing systems worldwide and serves as the conferencing provider of choice for businesses of every size.

ClickFox, a pioneer in Customer Behavior Intelligence, enables organizations to see how their customers actually interact across a variety of systems, such as IVR, Web, CRM, agent desktops, Point of Sale and interactive kiosks. ClickFox uncovers opportunities for extending automation, cost savings and increasing revenue. For more information, visit http://www.clickfox.com.

A Powerful Search Solution Optimized for Multimedia Content
Coveo Audio Video (AV) Search allows users to quickly and easily find audio content in multimedia files. Coveo AV Search brings unprecedented automatic training capabilities to leading speech-to-text translation technologies and delivers an accurate text-based transcript of the audio track in audio/video files. Coveo AV Search offers a single unified search application that allows users to access audio content as easily as they would access content in enterprise documents. Whether it’s to meet regulatory compliance, improve customer response, protect intellectual property, leverage eTraining and long distance learning, reduce support requests, reduce outsourced transcription costs, or improve organizational efficiencies, Coveo Enterprise Search and Coveo Audio Video Search enable organizations to find, understand and take action on critical information located anywhere in the enterprise.

Our goal at CRM Media is to become the preferred source for information, products, and services relevant to the CRM user marketplace. CRM Media is dedicated to providing this pertinent information in a timely manner, thereby connecting decision makers and industry providers now and in the future. 

CRM magazine and destinationCRM.com's features are designed to serve leaders engaged in the development of customer-centric business initiatives and ventures. CRM magazine and destinationCRM.com are ideal for companies that have identified customer relationship management as a key strategy for creating enhanced customer value across many industries including technology, communications, finance, retail, advertising, and healthcare. 

Genesys, an Alcatel-Lucent company, is 100 percent focused on software for customer interactions. Genesys provides an integrated software suite for dynamic environments, automatically adjusting to balance corporate resources, marketing goals, and customer needs. With 3,300 enterprise customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, visit us at www.genesyslab.com.

Gold Systems develops and deploys voice-driven communications solutions utilizing IVR, text-to-speech and speech recognition. Our offerings include implementing unified communications and messaging telephony interfaces, customized contact center solutions, and password management for telephone-based self-service. Gold Systems is a top-tier partner to leading speech and messaging vendors, including Microsoft, Avaya, Nuance.

IQ Services empowers businesses to deliver the best possible customer experience by providing cost effective, proactive quality assurance services for CRM solutions. Services include test planning, performance and load testing, availability monitoring, function testing and more to help businesses achieve ROI and customer satisfaction objectives. Go live with confidence!

 With over 30 years of speech technology experience, Loquendo is the multi-award winning leading innovator in speech recognition and text to speech - providing a complete range of technologies for server (MRCP), desktop or embedded. Currently available in 23 languages with 54 expressive voices, Loquendo's best-of-breed solutions guarantee integrators, whatever the application, enhanced customer satisfaction at competitive costs.

LumenVox provides powerful, full-featured, and affordable speech recognition software together with a committed focus on excellent customer service. Our innovative speech technology empowers channel integrators, developers, and solution providers to design and deploy dynamic speech solutions. LumenVox has gained industry recognition by winning over 20 awards for innovation, technical excellence, and user's choice for our Speech Engine and Speech Tuner. LumenVox can be reached at (877) 977-0707 or at www.LumenVox.com

NeoSpeech is now Pentax/NeoSpeech. Provider of high quality Text-to-Speech (TTS) for embedded, desktop, or server applications, we offer US English, Mandarin Chinese, Japanese, and Korean. Additionally, Spanish is to be release by the end of 2007!

Nexidia is the market-leading provider of highly scalable and accurate rich media search and speech analytics software. Nexidia’s patented phonetic search engine (PSE) enables contact centers to gain valuable business intelligence from their recorded customer-agent interactions by analyzing call traffic, customer experience and business opportunities. For more information, please visit www.nexidia.com.

About RSA Adaptive Authentication for Phone
RSA® Adaptive Authentication for Phone is the industry's first risk-based authentication solution protecting a financial institution's telephone banking customers. This comprehensive, cross-channel authentication platform reduces fraud through increased security and audit trails, reduces costs through automation, and addresses regulator's recommendation for stronger authentication — all without burdening the end-user experience. Suitable for both retail and commercial telephone banking, Adaptive Authentication for Phone is powered by the real-time capabilities of the RSA® eFraudNetwork — a cross-institution fraud-fighting network of known fraudster data — and the self-learning, proven RSA® Risk Engine. 

SimulScribe utilizes cutting edge voice recognition technology to transcribe voicemail messages into text. The transcribed voicemail and the original audio is then sent to an email enabled mobile phone or device and any additional email accounts. SimulScribe's online voicemail management streamlines the communication process, saving time and money.

Spoken Translation, Inc. creates ground-breaking commercial and custom solutions for automatic cross-lingual communication. We also provide strategic and technical consulting services for multilingual technology initiatives.

Contact Center Speech

Impact 360 Speech Analytics delivers actionable intelligence from customer and agent interactions to identify trends and root causes of customer inquiries, perceptions, and issues.

Your contact center is rich with data about what customers want and need — and how well your company delivers it to them. With Impact 360 Speech Analytics, you can gain valuable insight from customer interactions, as well as from the agent activities that take place in your center each day.

Impact 360 Speech Analytics
While it is not feasible to play and evaluate thousands of recordings, advanced speech analytics can assess these recordings for information that helps you improve customer satisfaction, generate revenue, and reduce process inefficiencies and unprofitable call volume.

Part of the Impact 360 Workforce Optimization solution, Impact 360 Speech Analytics analyzes call content, providing you with timely customer and market insights. By combining Verint’s patented indexing and categorization technologies with advanced emotion detection and a Smart Category Wizard, Impact 360 Speech Analytics automatically categorizes your audio interactions according to your company’s specific challenges and objectives. Then, the solution automatically identifies the top reasons for calls within each category. Intuitive displays and reports designed expressly for business users can help you understand what’s going on in your center — and take action.

Impact 360 Speech Analytics root cause analysis technology automatically surfaces the why behind the what. Designed for business users, Impact 360 Speech Analytics provides clear root cause of your key contact center problems. For example, one insurance company customer found that back office issues were delaying claim fulfillment, leading to repeat calls in the contact center. Impact 360 Speech Analytics automatically surfaced this issue before either department was aware of the problem.
Impact 360 Speech Analytics helps you solve key business pains such as:

• Increase First Contact Resolution – understand what drives repeat calls
• Decrease Customer Attrition - analyze key reasons for customer churn
• Find Effective Sales Strategies – what do successful agents do differently
• Identify Hidden Call Drivers – get a better sense of what factors drive call volumes.
• Focused Quality Monitoring – improve your quality monitoring workflow by focusing on the calls that matter most
• Vendor Management – assess partner performance as part of the overall customer experience

Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a leading provider of advanced communications and information technology solutions to large business and government customers worldwide. Combining global network reach with advanced technology and professional service capabilities, Verizon Business delivers innovative, seamless business solutions to customers around the world.