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CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively.   |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
April 2008
Marshall Lager |
The 2008 CRM Service Awards: Contact Center Infrastructure Replacing computer-telephony integration, this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all. |
CRM
January 1, 2006
Colin Beasty |
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
March 14, 2014
Leonard Klie |
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. |
CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). |
CRM
October 1, 2007
Colin Beasty |
Tech Solution: Workforce Management Solutions Business problem: Managers cannot staff and manage their contact centers effectively. Workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. |
CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Workforce Optimization Suite Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers |
CRM
May 2012
Donna Fluss |
Making Sense of the Hosted Contact Center Infrastructure Market A 2012 buyers' guide. |
CRM
April 2007
Bailor et al. |
The 2007 Service Elite Here are five companies that realized eye-catching returns on their contact center services and technology investments: Juniper Networks, Web-Support Services... Taylor Corporation, Workforce Optimization... etc. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Interactive Voice Response Genesys is doing some of the most leading-edge stuff in terms of that dream of marrying IVR with the computer-telephony integration workflow. |
CRM
May 1, 2003
David Myron |
Got Workforce Management? Workforce management took center stage at the recent ICCM show in Las Vegas. The surging interest in workforce management applications comes at a time when companies are battening down their call center hatches and looking for ways to streamline efficiency. |
CRM
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
June 1, 2005
Paul Stockford |
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. |
CRM
November 16, 2010
Koa Beck |
Avaya Releases Aura Contact Center Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications. |
CRM
January 1, 2006
Coreen Bailor |
Aspect's Facelift The new software company must balance rationalizing its overlapping functionality with retaining and attracting new customers. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
PHONE+
October 7, 2009 |
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce. |
CRM
April 1, 2007
Colin Beasty |
Business Problem: CSRs Are Inundated with Routine Customer Inquiries, Which Increases Wait Time and Reduces Agent Effectiveness. Tech Solution: Speech-enabled IVRs. Aspect Customer Self-Service... Cisco Unified Customer Voice Portal... VoiceObjects 6... |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
CRM
April 2014
Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM
April 2005
Phillip Britt |
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Infrastructure For starters, many companies operating multiple contact centers are looking to centralize their infrastructures around single Internet-based communications and collaboration platforms, according to research firm Gartner. |
CRM
May 2, 2005
Coreen Bailor |
Convergence in the Contact Center Customers will have a single upgrade path, single maintenance environment, and singular user interface. |
CRM
May 1, 2007
Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
CRM
May 7, 2015 |
NICE Expands Its WFM, Analytics, and Recording Solutions Employee Engagement Manager added to NICE's workforce management solution, while Vidyo integration and cloud availability announced for its analytics products. |
CRM
June 2006
Coreen Bailor |
AntiSIPation As more companies migrate from a CTI to an IP infrastructure -- combining voice and data into one network -- new business process capabilities await them, thanks largely to emerging Session Initiation Protocol (SIP) technology. |
New Architect
March 2002
Jonathan Eisenzopf |
Updating Your System Is VoiceXML right for your customer service strategy? |
CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. |
CRM
April 2008 |
The 2008 CRM Service Awards: Introduction Redefining the categories used to rate the vendors in the customer care marketplace into seven areas. |
CRM
September 2010
Koa Beck |
Call Weighting With ClickFox, Sprint takes an analytical look at its cross-channel customer experience - and saves millions in the process. |
