Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
Telephony is the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. The history of telephony is intimately linked to the invention and development of the telephone.
Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet telephony, broadband telephony, and broadband phone service specifically refer to the provisioning of communications services over the Internet, rather than via the public switched telephone network (PSTN), also known as plain old telephone service (POTS).
Interactive voice response (IVR) is a technology that allows humans to interact with a computer-operated phone system through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems.
SAP SE is a German multinational software company based in Walldorf, Baden-Württemberg. It develops enterprise software to manage business operations and customer relations. The company is the world's leading enterprise resource planning (ERP) software vendor. SAP is the largest non-American software company by revenue, the world's third-largest publicly traded software company by revenue, and the second largest German company by market capitalization. Apart from ERP software the company also sells database software and technology, cloud engineered systems, and other ERP software products, such as human capital management (HCM) software, customer relationship management (CRM) software, enterprise performance management (EPM) software, product lifecycle management (PLM) software, supplier relationship management (SRM) software, supply chain management (SCM) software, business technology platform (BTP) software and programming environment SAP AppGyver for business.
Technical support is a service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical support can now be conducted online or through chat. At present, most large and mid-size companies have outsourced their tech support operations. Many companies provide discussion boards for users of their products to interact; such forums allow companies to reduce their support costs without losing the benefit of customer feedback.
SpeechWorks was a company founded in Boston in 1994 by speech recognition pioneer Mike Phillips and Bill O'Farrell. The Boston-based company developed and supported speech-related computer software. Originally known as Applied Language Technologies, SpeechWorks went public in 2000 and tripled its value. ScanSoft acquired Nuance in 2003, and changed its name to Nuance Communications.
Conexant Systems, Inc. was an American-based software developer and fabless semiconductor company that developed technology for voice and audio processing, imaging and modems. The company began as a division of Rockwell International, before being spun off as a public company. Conexant itself then spun off several business units, creating independent public companies which included Skyworks Solutions and Mindspeed Technologies.
Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer-specific real time interventions. EFM consists of data collection, analysis and reporting.
Tellme Networks, Inc. was an American company founded in 1999 by Mike McCue and Angus Davis, which specialized in telephone-based applications. Its headquarters were in Mountain View, California.
IQVIA, formerly Quintiles and IMS Health, Inc., is an American multinational company serving the combined industries of health information technology and clinical research. IQVIA is a provider of biopharmaceutical development and commercial outsourcing services, focused primarily on Phase I-IV clinical trials and associated laboratory and analytical services, including consulting services. It has a network of more than 88,000 employees in more than 100 countries and a market capitalization of $49 Billion as of August 2021. As of 2017, IQVIA was reported to be one of the world's largest contract research organizations.
[24]7.ai is a customer service software and services company based in California that uses artificial intelligence and machine learning to provide targeted customer service.
Voxeo Corporation was a technology company that specialized in providing development platforms for unified customer experience (self-service) and unified communications applications. Voxeo was headquartered in Orlando, Florida with main offices in Cologne, Germany; Beijing, China; London, UK and San Francisco, US.
Voice-directed warehousing (VDW) refers to the use of the voice direction and speech recognition software in warehouses and distribution centers. VDW has been in use since the late 1990s, with its use increasing drastically since.
SmartAction provides artificial intelligence-based voice self-service. IVA is a cloud-based, hosted service. The company was founded by inventor and entrepreneur Peter Voss and is headquartered in El Segundo, California.
The Plum Group, Inc. is a company that accelerates consumer engagement with intelligent virtual voice agents. Plum Voice helps companies improve upon traditional IVR and agent workflows with virtual voice agents that are always ready, consistently engaging, quick and even proactive in their outreach.
Michael Phillips is the CEO and co-founder of Sense Labs and a pioneer in machine learning, including mobile speech recognition and text-to-speech technology.
Uniphore is a conversational automation technology company. Uniphore sells software for conversational analytics, conversational assistants and conversational security. The company has dual headquarters in Palo Alto, California, and Chennai, India, with offices in the United States, Singapore, India, Japan, Spain, and Israel. Its products help up to 75,000 customer service agents during approximately 160 million interactions per month.
CallMiner is a Massachusetts-based software company that develops speech analytics and interaction analytics software. It was founded in 2002 and is headquartered in Waltham, MA with offices in Fort Myers, FL, Boston, MA, and the United Kingdom. The company uses Artificial Intelligence to extract insight from the conversations that occur between businesses and their customers, typically through the contact center. These conversations can be voice-based and occur over the phone, or text-based and occur over digital mediums such as online, chat, email, social media messaging, and more. As of December 2019, CallMiner has raised six rounds of venture funding. Its largest and latest investment was 2019’s funding from GS Growth, an investment unit of Goldman Sachs.
GE Digital is a subsidiary of the American multinational conglomerate corporation General Electric. Headquartered in San Ramon, California, the company provides software and industrial internet of things (IIoT) services to industrial companies.
