Daniel O'Sullivan
Daniel O'Sullivan
CEO, innovator and technologist in software engineering and product development. Created and implemented Adaptive Technology and Fastrack Software products that have optimized over 1.5 Billion self-service phone calls worldwide and saved clients over $100M to date. Electrical Engineering undergrad with a Masters in Computer Science. Lucent/Bell Labs alumni. Winner of worldwide eco-design project and received several patents. Currently CEO of Software Technology Partners.Focus: Business Development, Technology Partnering, Mobile, Web and Cloud Technologies and Human-Computer Interaction.
SpeechTEK 2014 – Worth the trip?
The first time I went to SpeechTEK, our industry looked very different that it does today. The "big" players back then were Dialogic, Periphonics,...
What do CNN, Jon Stewart and SpeechTEK have in common?
SpeechTEK 2013 in NYCSpeechTEK 2013 in NYC last week was, as usual, mostly vendors and design and best practice professionals. Lumenvox, Cyara, Emperix, Voxeo and...
Big data has little value without big analytics
At a recent conference on customer analytics & intelligence, I noticed a gathering interest by many attendees in getting ahead of the curve on...
The Economic Benefits Of A Better Call Experience
In my entry titled "Adapting To Caller Skills Increases Success By 1 Percent" http://www.customerthink.com/blog/adapting_to_caller_skills_increases_success_by_1_percent, I wrote on how a client is achieving these results...
Adapting To Caller Skills Increases Success By 1 Percent
During production trials from March 8, 2012 through March 16, 2012 adaptive technology improved the success rate of automated calls at a client site...
Enhancing The Call Experience For Speech Applications
Speech is one of the few technologies that has the potential for enhancing telephone self-service. The technology, if used properly, provides motivation for significant...
Optimizing Self-Service Calls For Mobile Phone Users
The hallmarks of a great self-service voice application are not a whole lot different from that of a great CSR. After all, they serve...
Case Studies On Improving The Call Experience
In an earlier post http://www.customerthink.com/blog/caller_demographics_and_mobile_technology_considerations_in_the_ivr) and supporting white paper (http://www.customerthink.com/paper/caller_demographics_and_mobile_technology_considerations_in_the_ivr) I talked about how caller adaptive technology helps the mobile caller experience and the...
Caller Demographics and Mobile Technology Considerations in the IVR
More than ever in the past, today's telephony based voice applications must address large and very diverse calling populations. This audience uses a wide...
Data from new trials show a better customer experience
In my last entry below, I mentioned some production tests we performed at a client site to measure optimal speaking rates (words per minute)...
How Many Paying Customers Is Your IVR Costing You?
Apple, Ally Bank, Amazon and Zappos. What do all of these companies have in common? Besides great products, innovative marketing strategies and extensive product...
Keep Customers Coming Back: Personalize Your Automated Calls
Are you losing business with an IVR that does not "listen?" My 18 year old son was making a call to buy concert tickets with...
Adaptive Technology trials show 20% IVR Utilization gains
Two independent trials were conducted to determine the effects adaptive technology would have on the performance of the IVR. The voice application used was...
Improving the self-service call experience
Every caller to a speech application has his or her own individual set of aural, speech, hand-eye coordination (as used in DTMF keypad entry)...
Increasing IVR Utilization for Mobile Phone Users
For many call centers today, over fifty percent of inquiries to voice applications originate from mobile devices. The mobile phone customer channel is subject to...
Being intensely customer-focused in a digital world
"A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be." -...
More on increasing the use of Speech in the IVR – New White Paper Available
Speech is one of the few technologies that has the potential for enhancing telephone self-service. The technology, if used properly, provides motivation for significant...
Increasing the use of Speech in the IVR
In my February 1, 2011 blog entry "Input modality smarts for your voice apps" (http://wp.me/p1gwev-8i), I talked about how Best Modality Signaling can help...
The Cost-Saving Business Model For IVR
The Business Model For IVR has been analyzed and characterized in many ways over the years. Although this tool was originally developed to reduce enterprise...
Getting personal without being intrusive
PCI Security Standards, HIPAA Privacy Rules and Internet Privacy Concerns pose serious problems for businesses in today's online economy. Your customers want you to...