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Speech Recognition: Getting It Right

Effective change management and staff engagement in a risk averse environment. How the Australian Department of Defence introduced an open menu voice recognition system which didn't upset the customer whilst dramatically reducing queue times and reducing average handle time by 15%.
Recorded Apr 28 2010 45 mins
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Dan Miller, Opus Research - Luke Johnston, Defence Service Centre
Presentation preview: Speech Recognition: Getting It Right
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Opus Research

  • Multifactor Password-Free Security for Computer Access Oct 11 2018 3:00 pm UTC 60 mins
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    The ‘mobile first’ movement has resulted in most UX investments being focused on smartphones, tablets, smart home devices, etc. However, the faithful computer and laptop continues to be the workhorse of the masses and is where the most demanding and high-security tasks are performed. So why is it that there are no user-friendly and secure solutions for authenticating into computers and laptops?

    The insecurity of passwords is a UX problem, and shortcuts to make them easier lead to security risks, which lead to breaches. Most of the much-publicized mega-data breaches the past few years have been because of compromised or stolen passwords. According to the 2017 Verizon Data Breach Incident Report, faulty passwords were responsible for 63% of all confirmed data breaches between 2016 and 2017.

    Finally, the combination of sensor-rich smartphones and biometric authentication are making it possible to eliminate passwords entirely.

    Using Veridium’s solutions, the challenges of unlocking and logging into a workstation have been overcome. In this webinar, you will enter a world that has continuous seamless logins with little friction. That world is being made possible through Veridium’s disruptive approach to authentication.

    In this webinar you will learn how:
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    - To reduce the risk of large-scale data breaches by eliminating passwords
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  • Global Survey: Drivers For Deploying Speech Analytics (Year 3) Recorded: Aug 23 2018 48 mins
    Derek Top, Research Director; Dan Miller, Lead Analyst & Founder; Samith Ramachandran (VP, Products)
    In its third year, Opus Research unveils key findings from a global survey 500 of contact center and customer experience decision-makers regarding their criteria for evaluating and deploying Speech Analytics platforms and services. This global tracking study documents changes in the perceived value of Speech Analytics on contact center operations, workforce optimization, customer experience and business insights.

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    Brands in every industry and geography feel an urgency to meet the conversational needs of their customers. Executives walk the fiscal tightrope between exceptional customer experiences and operational efficiency. Today’s contact center, as the communications hub for customers, is caught in the middle of the battle. Customers value fast, frictionless convenience; executives must invest accordingly.

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    The mixture of ever-increasing computing power, storage capacity and machine learning is enabling new, holistic security solutions for enterprise contact centers and customer support channels. Pindrop has leveraged it’s extensive access to hundreds of millions of calls per year via its anti-fraud solution and Phoneprinting™ technology to deliver their latest Deep Voice™ biometric engine, enabling the next generation of multi-layered security, intelligent authentication, and cross-platform identity.

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    In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services.

    This study, commissioned by Uniphore, documents critical datapoints in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment.

    Attendees to this webinar will receive a complimentary copy of the report “Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition)."

    On Wednesday, November 8th (8:30 PM IST | 11 AM EST | 8 AM PST), join Dan Miller, lead analyst & founder at Opus Research, Derek Top, director of research with Opus Research, and representatives from Uniphore, as they unveil the key findings from this definitive report on speech analytics.
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  • Delivering Serious ROI through Intelligent Assistants Recorded: Aug 29 2017 48 mins
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    With ever-mounting pressure on customer experience, marketing and contact center professionals to deliver and chatbots and virtual agents, deploying an enterprise intelligent assistant requires a comprehensive business plan and deployment strategy.

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  • Guidelines for Deploying Mobile Biometrics in Financial Services Recorded: Jul 11 2017 46 mins
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    Biometrics are proving to be a superior way to authenticate and make digital financial services more secure, but organizational implementations are lagging. As biometrics are more widely adopted by consumers for financial and non-financial use cases, banks are challenged to match higher user experience standards.

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  • Getting Voice Biometrics Authentication Right in Financial Services Recorded: Jun 8 2017 47 mins
    Dan Miller, Lead Analyst, Opus Research; Ravin Sanjith, Director, Opus Research; Interactions LLC
    As financial service companies battle to build customer loyalty and increase security in the age of FinTech, providing efficient, secure and personal services is a source of competitive advantage. The rapid growth of voice biometrics authentication demonstrates it is a convenient and secure way to authenticate real customers, detect impostors and prevent fraud. 

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    More than 8 out of 10 customers are moving from one channel to another to complete a transaction or get an issue resolved. And, on average, they use more than 4 different “channels” over the course of their respective journeys. Despite this, customers expect consistent answers and personalized service regardless of their channel preference, device of choice and time of day.

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    Attend this webinar to refine your company’s digital customer experience to keep your customers in charge, even when it’s a classic self-service situation, including:

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  • How Intelligent Assistants Deliver Innovation for Financial Services Recorded: Nov 5 2015 47 mins
    Ravi Nimmagada, finUNO Inc.; Aroon Hingorani, Rathi Financial Services; Dan Miller, Lead Analyst & Founder, Opus Research
    FinUno will present how an Intelligent Assistant can help users buy and sell investment products, follow market moves and manage their investment transactions in real-time simply by asking. Through its intuitive interface, the fin1™ platform acts both as a self-servicing tool and as a collaboration platform with financial advisors.
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  • Achieving Speed, Accuracy & Scalability with Voice Biometrics Recorded: Sep 3 2015 47 mins
    Dan Miller, Opus Research; Shawn Edmunds, ValidSoft; David Harding, ImageWare Systems
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  • Text: The Silent Channel for Digital Marketing and Customer Care Recorded: Aug 13 2015 48 mins
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    The proliferation of smartphones, geofencing, indoor location and analytics has transformed the meaning of "native" for mobile marketers, app developers and consumers. "Native" used to mean a reliance on Facebook and Google for in-stream ads that seem like organic content. It now refers to the use of on-device, local intelligence to get beyond the beacon to understand the context of a mobile user's interactions. Native control of functionality makes apps more popular with customers. It spells the difference between single-digit usage and delivers the full potential of personalized mobile marketing.
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  • Seven Ways to ‘Kill’ PINs and Passwords Recorded: Oct 30 2014 46 mins
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    Join Dan and Alexey in live, interactive webinar as they count the ways you can use new technologies to make mobile e-commerce safe, simple and secure.
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  • Top 5 Things Marketers Need to Understand about Location and Privacy Recorded: Jul 2 2014 47 mins
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    Consumers are ambivalent about online privacy. Some surveys suggest outright hostility to mobile-location tracking; others argue users are happy to share personal information for clear rewards and benefits. Consumers also express a desire for greater personalization of online, mobile and shopping experiences. How can these contradictory positions be reconciled?

    The privacy landscape is evolving rapidly with Apple making location privacy changes in iOS 8 and state governments getting involved in regulating privacy in the absence of federal action.

    Rather than an “issue that will blow over,” privacy has become a central discussion for marketers and brands. It’s the flipside of “big data.” But timidity, passivity and denial won’t work. Stakeholders must proactively tackle the issue head on.

    Join Greg Sterling, Senior Analyst with Opus Research, and Future of Privacy Forum founder Jules Polonetsky for an informative, interactive webinar about the latest developments in location and privacy on Wednesday, July 2, 10 am PDT /1 pm EDT.
    Watch now
  • Everything You Always Wanted To Know about Beacons Recorded: Apr 30 2014 49 mins
    Greg Sterling, Opus Research; Steve Hegenderfer, Bluetooth SIG
    Beacons are hot. Once dismissed by many, they are now being widely deployed in retail and grocery stores, stadiums and entertainment venues. Apple’s support for Bluetooth (iBeacon) has put the technology on the map and driven its growing adoption.

    While many people have read about iBeacon, they don’t clearly understand what beacons can and can’t do. Join Opus Research Senior Analyst Greg Sterling and Steve Hegenderfer, director of developer programs at Bluetooth SIG, for an informative and interactive discussion about all things beacon.

    Bluetooth SIG is the group that oversees the standards and licensing of Bluetooth. We assure you Hegenderfer will speak plain English during a presentation aimed at marketers, agencies and business decision-makers.

    In this accessible, non-technical session you’ll learn:

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    • The cost, lifespan and transmission range of beacons
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    • How indoor messaging and notifications can be personalized
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    Watch now
  • Voice Biometrics: The Benefits of a Unified Approach to Mobile Authentication Recorded: Apr 29 2014 47 mins
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    As smartphones now play key roles in e-commerce and personal communications for hundreds of millions of mobile users, our advice is, “authenticate early and often.” As using the prevailing PIN and password-based systems is easier said than done, voiceprints provide the easy-to-implement and easy-to-use alternative that supports a “unified” approach to mobile authentication.
     
    Join Dan Miller, senior analyst and founder of Opus Research, and Nik Stanbridge, vice president of product marketing at VoiceVault, to engage in a lively discussion of:
     
    · How mobility is driving the need for stronger authentication to build trusted links between and among individuals and enterprises

    · What voice biometrics technologies are; and how they differ from other factors for promoting security and personalization

    · How a unified approach to design and deployment saves time, money and effort for application developers and solution providers

    · How to get started to gain experience with a unified voice biometric product
     
    Executives at firms with an interest in providing the best, most personalized mobile experience for customers and employees should take part in this webcast. So should mobile application developers who recognize that strong, simple authentication is key to supporting secure payments and highly personalized services. 
    Watch now
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  • Title: Speech Recognition: Getting It Right
  • Live at: Apr 28 2010 11:00 pm
  • Presented by: Dan Miller, Opus Research - Luke Johnston, Defence Service Centre
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