West, an industry leader in 2012, this year takes the top spot, with scores of 4.0 or better in all of the judging criteria The privately held company garnered a 4.3 in the number and breadth of the services it offers, and a 4.5 in its ability to execute. Though still a predominantly automated processor of voicebased transactions, it has evolved to support many other channels of customer engagement and also provide the network infrastructure for those channels, according to analysts, who call its voice self-service solutions, which have increasingly rested on natural language understanding, among the most comprehensive in the industry. -
MOBILE VOICE SEARCH
Mobile device sales have rocketed this year, and analysts believe that by the end of 2013, the number of mobile-connected devices will exceed the number of people on earth, according to the Cisco Global Mobile Data Traffic Forecast Update.
Mobile phone sales were expected to reach nearly 426 million units in the first quarter of 2013. And a
"Mobile voice service is already considered a necessity by most, and mobile data, video, and TV services are fast becoming an essential part of consumers' lives," the report stated. "Mobility has proven to be transformational."
In the smartphone operating system sector, Android phones accounted for more than 74 percent of the market, increasing nearly 50 percent over the past year, according to findings from the "Gartner Market Share Analysis: Mobile Phones, Worldwide, 1Q13" report. Apple took second place, accounting for only 18 percent of the market.
"There are two clear leaders in the OS market, and Android's dominance...is unshakable," said
Analysts laud Apple for its ongoing development of
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