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 TitleDate AddedCompany
whitepaper Market-Leading Data-Modeling Tools: Research Report from the Burton Group2009-11-01 Sybase
  The Burton Group provides an in-depth research report on Market-Leading Data-Modeling Tools. According to their research, basic data modeling tools have become commoditized - basic features are yesterday's news! Today's emphasis is less on data modeling features and more on Architecture. According to this research; Sybase PowerDesigner is the only modeling tool that supports architecture frameworks. We believe that after reading this assessment, if your IT department has needs beyond basic data models, you WILL want to hear more about PowerDesigner.

Tags: Software Development Tools, Software Development Tools, Internet and Web, Data Infrastructure		   
whitepaper Using an Adaptive Voice User Interface to Gain Efficiencies in Automated Calls2009-08-19 Interactive-Digital
  Traditional speech applications are "Static" and make no dynamic adjustments for the real-time behavior of individual callers. As a result, all callers are handled in the same way regardless of their knowledge, experience, navigation skills and willingness to use the automated system. With an adaptive approach, automated IVR systems continuously monitor individual caller behavior during each call to the system. Specifically, speech and/or DTMF responses (such as entering account numbers, entering a PIN, making selections from menus, etc.) are monitored for speed and accuracy in real-time, node-by-node in the call script.

Tags: Business Functions, Software Development Tools		   
whitepaper TANDBERG AudioScience- Theory and Operation2009-06-18 Tandberg
  The TANDBERG AudioScience microphone is a ceiling microphone designed specifically for use in Videoteleconferencing and Distance Learning environments. It consists of a Crown PZMR microphone attached to a boundary specifically shaped to optimize the Frequency response, Polar response, and reach of the microphone assembly. Also, the combination of those parameters enhances the performance of some echo cancelers, and results in some "natural" automatic gain control functions.

Tags: Software Development Tools, Software Development Tools, Handhelds, Desktop Client OS		   
whitepaper Best practices for ensuring the highest ROI from voice self-service and IVR systems in tough economic times2009-04-01 Tellme Networks
  In a challenging economic climate, customer loyalty separates the winners from the losers. As a result, businesses should demand more from the system that greets every customer call: the interactive voice response (IVR) system. Improving the caller experience in your IVR system is a highly visible and high-impact way to differentiate your company through great service. This white paper provides a simple three-step approach to getting the most out of your IVR investment, and a single quantitative metric - task completion rate - to easily illuminate the ROI associated with changes to your IVR. In many cases, this simple evaluation can help identify cost avoidance opportunities while increasing customer loyalty, without additional investments.

Tags: Business Functions, Software Development Tools, Customer Management, Enterprise Planning		   
whitepaper How ROI Analysis of Your IVR Project Can See You Through the Economic Downturn2009-01-01
  Sustaining profitability during an economic downturn is always challenging, but not necessarily impossible. Often businesses will react by cutting costs in customer service because it is usually perceived as a non-revenue generating department. However, when companies cut costs in customer service, they may lose loyal clients when they are most needed. The challenge is to come up with a plan that addresses both how to improve customer service and how to cut costs. Interactive Voice Response (IVR) systems are an effective means of maintaining profitability during an economic slowdown. Through sophisticated automated service systems, call queues can be decreased, as well as wait times and call length.

Tags: IT Budgeting		   
whitepaper New Voice in Healthcare: Speech-recognition software offers productivity boost via efficiencies to workflow at point-of-care (PoC)2009-01-01 CDW
  As a society we have come to expect medical miracles as a matter of course in the progression of health sciences. Today healthcare practitioners are depending on their own small technology miracles to enable a better quality of care. Speech recognition technology is viewed as one of those miracles. It is enabling doctors and nurses to offer more efficient care and create an improved medical information environment at Point of Care (PoC).

Speech recognition might have the stigma of a futuristic technology, or somehow not ready for prime time for some. But that is no longer the case. Voice recognition has already been in play with certain specialized medical areas; for example, radiology, where there seems to be an acute focus on improving reporting processes.

Read this paper to see why speech recognition use now is spreading to include healthcare practitioners on the front line, enabling medical information to be captured at PoC, where it also offers the promise to greatly improve patient data capture with the creation of workflow models that redefine healthcare efficiency.

Tags: Software Development Tools, IT Budgeting, Mobile and Wireless, Customer Management, Workflow Management, Business Functions		   
whitepaper Improving Preselection in Unit Selection Synthesis2009-01-01 AT&T Intellectual Property
  Unit selection synthesis is a method of selecting and concatenating speech segments from a large single-speaker audio database to synthesize utterances. Selection is based on assigning target and concatenation costs to units and then finding a lowest cost sequence of units that will synthesize a given utterance. In order to synthesize efficiently, it is necessary to limit the number of units considered in the unit selection cost network, a part of the process called pre-selection. This paper examines the role of pre-selection in unit selection synthesis. They refine the existing process of pre-selection by adding multiple phone sets to the list of features considered. They present experimental results that demonstrate better database usage and significantly increased synthesis quality using this new method.   
whitepaper Pronunciation Lexicon Adaptation for TTS Voice Building2009-01-01 AT&T Intellectual Property
  This paper describes reducing phone label errors in TTS voice building by means of modeling of speaker pronunciation variants. Each speaker has his or her own unique pronunciations (and context-dependent variations), so that no one standard lexicon is able to cover all of the speaker's variations. Creating speaker-dependent pronunciation lexicons for automatic speech labeling of their TTS voice databases helped to eliminate many pronunciation errors that resulted from mismatches between lexical pronunciations and how the speaker (voice talent) actually pronounced a word. They also found that it contributed other synthesis quality improvement as well. A perceptual test showed that their work contributed to MOS improvement for American English male and female voices.   
whitepaper Dialog Speech Acts and Prosody: Considerations for TTS2009-01-01 AT&T Intellectual Property
  As natural language dialog systems involving both speech recognition and Text-To-Speech (TTS) synthesis become more sophisticated, the limitations of general-purpose TTS for human-computer dialogs have become more apparent. Much subtlety and complexity of meaning in natural language dialogs is conveyed by prosody; how something is said is often as important as what words are spoken. At the same time, advances such as unit selection synthesis have greatly improved the naturalness of synthetic speech because much less signal processing is required, resulting in less distortion. With the goal of providing more prosodic and expressive control over unit selection TTS for dialog applications, while retaining naturalness, this paper has focused on speech acts, the communicative function of an utterance.   
whitepaper Best Practices in the Call Center: A Customer Touch-Point Methodology2009-01-01 Oracle
  One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.

Tags: Customer Management, Security Administration, Customer Management, Business Functions