The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
You Need a Scorecard to Keep Track
Wednesday - February 08, 2006 03:36 PM in
1984 AT&T breaks up into regional Bell operating companies. Time passes and these regional telephone companies evolve into digital data transmission entities and get nailed by cable TV and other competition; re-sell themselves (US West becomes Qwest) re-merge (SBC and Ameritech in 2003). AT&T Wireless disappears into Cingular, the wireless phone carrier offshoot of SBC (2004), and the remaining AT&T long distance and local service re-seller is sold (2005) to SBC. SBC then renames themselves AT&T.
Humpty Dumpty evidently can be put together again.
The two 800 pound gorillas in the speech recognition industry were Nuance and Scansoft. Scansoft buys Nuance (2005) and changes their name to, you guessed it- Nuance. And just today the new Nuance buys Dictaphone, a company founded over 100 years ago by Alexander Graham Bell for businessmen to dictate letters without the need for a shorthand taking secretary to be present and the stenographer pool concept is born.
Today, the steno pool is outsourced to a cottage industry for transcription services such as the busy doctor using a Dictaphone machine to enter patient information while the service word processes the recording and e-mails the files back to the clinic for print out and filing. Hmmm. With Nuance as the leader in speech recognition technology and the emerging capability of computer based speech to text conversion, I don't think a career in the transcription/dictation business has much of a future.
Posted by Rick Rappe
The two 800 pound gorillas in the speech recognition industry were Nuance and Scansoft. Scansoft buys Nuance (2005) and changes their name to, you guessed it- Nuance. And just today the new Nuance buys Dictaphone, a company founded over 100 years ago by Alexander Graham Bell for businessmen to dictate letters without the need for a shorthand taking secretary to be present and the stenographer pool concept is born.
Today, the steno pool is outsourced to a cottage industry for transcription services such as the busy doctor using a Dictaphone machine to enter patient information while the service word processes the recording and e-mails the files back to the clinic for print out and filing. Hmmm. With Nuance as the leader in speech recognition technology and the emerging capability of computer based speech to text conversion, I don't think a career in the transcription/dictation business has much of a future.
Posted by Rick Rappe
Posted at 03:36 PM by | | | |