Speech Recognition becoming a part of customers lives

Australian customer satisfaction with speech recognition systems, and their technical capabilities systems have increased significantly over the past years, according to callcentres.net research.

The report, commissioned by Nuance Communications, found 58% of respondents were either "very" or "extremely satisfied" using a speech recognition system - an 11% increase on the findings of a similar survey in 2005.

The study concluded that the ability and acceptance of speech recognition in Australia is maturing and catching up to the rest of the world. "In the US, speech recognition is promoted as a extra service channel that gives convenience, 24 hour access, speed and has always been positioned by the market as something that is very positive," said callcentres.net director Dr Catriona Wallace. "Australia is definitely lagging in its uptake of speech compared to the US and Europe, however we're seeing it coming of age now," Wallace said. Peter Chidiac, ANZ managing director for Nuance Communications said advancements in the capabilities of speech recognition systems, particularly open dialogue systems, was one of the reasons behind their burgeoning acceptance.

Skype Mobile set to 'blow your mind'

From Fast Company:

"If you are feeble of constitution, beware: the following review asks the reader to reconcile two drastically disparate technology abstracts -- mobile phones and Skype -- in a way that might cause temporary insanity. But I mean "insanity" in, like, a good way.

That's because the new 3 Skypephone, powered by a small software company called iSkoot (in partnership with British phonemaker 3), performs a remarkable little trick that could change the way cell phone service (and pricing) is understood amongst the next generation of mobile talkers."

Article continues...

Countrywide Bank Using Virtual Hold To Enhance Customer Service

From CNN Money:

AKRON, Ohio, Oct. 16 /PRNewswire/ -- Virtual Hold Technology(R), LLC (VHT), the leading provider of virtual queuing solutions, announced that Countrywide Bank, FSB, is using Virtual Hold to enhance the experience of its customers.

With this new technology, Countrywide Bank customers are no longer required to wait on hold. Virtual Hold allows them to hang up and go about their busy lives. Virtual Hold saves their place in the telephone queue and calls them back when it's their turn to speak to a representative.

"One thing we've learned by working with the financial industry is that customer service really differentiates one institution from another," said VHT President Mark Williams. "By adding Virtual Hold, Countrywide Bank sets itself apart and shows that it truly values the customer experience."

Countrywide Bank Managing Director and Chief Retail Officer Pierre P. Habis appreciates the customer service aspects of the solution: "Implementing Virtual Hold shows our customers that we respect their time."

Fox and its new Channel; Ebay and its old Skype problem

2 interesting articles on Economist.com:

Squawk boxes - A new channel is about to be born
"Nobody really knows for sure how Fox Business will differentiate itself. It does not help that Mr Ailes by his own admission has been spreading “disinformation” to confuse the Germans—sorry, CNBC. Rupert Murdoch, News Corp’s boss, claims that CNBC dwells too much on failures and scandals and that the new channel will focus on innovation and success." With that comes this new site from Fox Business.

The Skype hyper - Meg Whitman's career at eBay suffers “an impairment write-down”
"Ms Whitman does not even seem to have remembered her own lessons. In terms of the first, eBay's “execution” in integrating Skype with its main business has been poor. Skype's service has deteriorated: it collapsed completely for two days in August. The second lesson—bid early and high—was observed to a fault. As for the third lesson, the mistake has now been admitted, but not fixed."

NAB to roll out VOIP trading desktops in Brisbane

NAB has contracted with IPC for the engineering and installation of voice-over-IP (VoIP) trading turrets at a new dealing room in Brisbane.

IPC says its technology will comprise both the back-end infrastructure and desktop environment at the bank's relocated treasury division in Brisbane.

The vendor will install its IP-based IQMX destops at the new facility. Although located in Brisbane, the desktops will run off a switch installed in Sydney, over the bank's own network.

IPC says the IP technology provides benefits in terms of system resiliency, reduced infrastructure, resource-sharing and trader mobility.

Mark Adams, head of corporate and institutional sales, NAB, says: "IP is a proven technology that refines everyday functions on the trading floor, allowing National Australia Bank to offer our clients enhanced trading services."

Grand Central reserves your own number for life

Having never heard of GrandCentral Communications, I was suprised to hear Google had already bought them. Looking in more detail, this seems an interesting concept related to the idea of an eNum. I know Orange had the idea of one number, and of switching your mobile to your home phone handset to save on rates. These guys have combined some nice ideas here with mobile, enums, skype type interaction, etc.

Userplane & Wengovisio

This looks interesting - Userplane, a web chat / video chat / multi-user messenger application, used on social network sites. And Wengovisio, a widget that contains a video or audio chat function, part of an unusual site Wengo.com.

Do Not Call Register up and running

The Australian Government has launched their Do Not Call telemarketing program to enable Australian consumers to avoid telemarketing contact. As well as registering citizens, the Government has also restricted the times during which companies can make telemarketing and survey calls. Any time between 8pm and 9am during the week and 5pm and 9am on Saturdays is now off limits.

This may have an impact on banks who like to talk to their customers for cust sat surveys, but more so with any proactive approaches for competitors customers.

Read the article here.

Using Call Centres To Boost Revenue

This interesting article* from McKinsey details how you can utilise and optimise your contact centres better:

"To transform call centers, banks—and other companies in the early stages of efforts to turn service calls into sales—must first provide consistent, high-quality customer service. Then executives must ensure that all employees, from the top leadership to frontline agents, have the proper mind-set, motivation, and skills."

*{Premium members only}

IBM Speech Translation Technology given to the US government

IBM last year announced a humanitarian donation to the United States government of 1,000 two-way automatic English-to-Iraqi Arabic translation devices, and 10,000 copies of the software for future use. The intent of the donation is to support better communication in Iraq by augmenting human translators and helping to improve the safety of U.S. and coalition personnel, citizens and staff of nongovernmental aid organizations (NGOs).

VE Commerce displays a new speech recognition technology

In this 9:38 minutes video, the managing director of VeCommerce Paul Magee demonstrates how speech recognition is being used by Australian betting firm UniTab to enable punters to make complicated wagers without requiring a human operator.

MIT MediaLab Voice Mail Concept

John Maeda's MIT MediaLab team have come up with this interesting idea of audio voice mail and tagging interface. Explore, play some clips. Can we have this as part of an IB interface with bankers leaving messages for customers, or customers leaving messages for each other?