Biographical Information

Articles for Michele Masterson

Insert Humanity and Trust into Customer Relationships

It's more than listening; it's incorporating feedback into the enterprise.

Aspect Software Acquires Voxeo

The $150 million deal strengthens Aspect's IVR and multichannel self-service solutions portfolio.

Healthcare Gears Up for Coming Mandates

This article was previously published in Speech Technology (Summer 2013). Click here to read the full article.

Genesys to Acquire Angel

Genesys expands further into the cloud contact center-as-a-service segment with overall annual recurring cloud-based revenue expected to exceed $85 million.

Genesys Acquires Utopy

The deal accelerates Genesys' workforce optimization solutions.

NICE Rolls Out Voice Biometrics Solution

Technology aimed at reducing fraud in the contact center.

Natural Language Understanding Grows Up

The bar has been raised for technologies that not only hear, but understand too.

Microsoft Teams Up with 24/7 on Customer Service Software

Deal includes further development of Tellme speech recognition software; 24/7 also confirms its acquisition of Voxify.