| Document Date: 2013-10-29 14:34:12
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Company Voxeo / Avaya / Convergys / John Amein VP Product Management / Aspect Unified IP / Cisco Unified Intelligent Contact Management Enterprise / Avaya Aura Orchestration / Genesys / Alcatel-Lucent / Avaya Dialog / Permira Funds / MarketScope / Aspect / Gartner Inc. / Technology Crossover Ventures / Cisco / Cisco Unified Contact Center Enterprise / LM Sistemas / Nortel Enterprise Solutions / VMware / Enghouse Systems / / Continent Europe / Africa / Asia / North America / / Country Canada / United States / / Currency USD / / Event M&A / Analyst Recommendation / FDA Phase / / IndustryTerm Web applications / proactive customer service solutions / software platform / enterprise voice portals / communications technologies / automatic call distributor / telephony / hosted and managed voice response technologies / Web services programming languages / legal advice or services / selfservice applications / voice portal / network operators / analytics tools / contact center solutions / mobile Web / personalized customer communications / data communication technologies / system management / social media / On-premises-based and hosted services / communications solutions / interactive voice response applications / business intelligence applications / mature technologies / dialogue management / Internet Protocol / priced applications / midsize telephony platforms / self-service applications / communication-enabled business process applications / mobile selfservice applications / storage area networks / computer telephony integration / telephony platform vendors / multimodal self-service solutions / speech recognition technologies / business software modules / Internet standard / consistent product / offer solutions / pre-integrated contact center solution / voice access to information and applications / Web application architecture / self-service solutions / business process management / speech engine applications / self-service and assisted-service applications / Internet standard protocol / respective established tools / application enrichment services / appropriate network / customer self-service applications / multimodal services / smartphone applications / hosted services solutions / mobile marketing applications / voice over IP / / OperatingSystem Cisco IOS / Microsoft Windows / / Organization ASR and TTS / Intelligent Assisted Service / System Administration / ASR / / Person Jay Lassman / Bern Elliott / Bern Elliot / / / Position IVR dealer / Communication Manager / Interaction Composer / leading driver / Conversation Manager / Designer / Orchestration Designer / dealer / Dialog Designer / / Product AgentAssisted / Hosted Collaboration Solution / IVR solutions / / ProgrammingLanguage Java / XML / / Region Middle East / Latin America / / Technology XML / data communication technologies / communications technologies / Extensible Markup Language / mobile devices / hosted and managed voice response technologies / Java / business intelligence / speech recognition / speech recognition technologies / SMS / text-to-speech / IP / smartphone / Mobile device / computer telephony integration / midsize and large-scale multichannel IVR technologies / automatic call distributor / http / VOIP / interactive voice response / / URL www.gartner.com/technology/about/ombudsman/omb_guide2.jsp / /
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issue 1 Serving the Omni-Channel Customer: from Self-Service to Agent-Assisted Featuring research from