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.