BuzzBites: Detect This; Selling iCrack

Posted by Andrew Conry Murray on November 3, 2006

Detect This!

A growing number of call centers rely on speech-analysis and emotion-detection software. This software examines large volumes of calls for key words and phrases, or changes in a caller's volume and pitch. It analyzes the data to help business owners understand customer motivations and measure levels of satisfaction. Some software can even alert supervisors if a customer's speech pattern deviates from a known good baseline.

Given how frustrating automated answering systems are, a more sensible approach might be to actually hire real humans to take the call. But don't hold your breath; according to Forrester, speech analysis and emotion-detection software is a $400 million market and growing. --Andrew Conry-Murray, acmurray@nwc.com

Selling iCrack

A software expert who broke Apple's iTunes copy-protection software plans to license his technology to third parties. Apple's system, called FairPlay, ensures that users can only play iTunes on iPods.