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CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems.   |
CRM
November 2011
Leonard Klie |
IVR Investment Pays Off at Australian Bank Westpac Group installs Holly Connects platform to address customer service woes. |
CRM
November 2005
Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
CRM
May 1, 2006
Coreen Bailor |
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. |
InternetNews
April 14, 2011 |
IBM Accelerates Websphere with Akamai WebSphere Application Accelerator brings together IBM hardware with Akamai's platform to deliver content. |
InternetNews
March 17, 2008
Rob Lenihan |
KANA Embeds IBM Open Technology IBM and CRM vendor KANA Software are expanding their strategic alliance agreement by jointly marketing, selling and supporting SOA-based customer service solutions, the companies said Monday. |
CRM
September 2012
Leonard Klie |
HD Voice Clears Up the Phone Experience Wideband audio could be the next evolution -- or revolution -- in technologies to hit the contact center space. |
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. |
InternetNews
October 17, 2006
Erin Joyce |
Software Key Profit Driver in IBM's Q3 WebSphere is having a very big moment in IBM's overall profit picture. |
InternetNews
September 28, 2007
Erin Joyce |
More 'Fabric' With Your SOA? IBM adds software 'fabrics' to its Service Oriented Architecture offerings. |
InternetNews
March 19, 2010
Larry Barrett |
IBM Teams With Assurant for Call Center Offering Big Blue is dialing up customer service with a new algorithm-based technology developed with Assurant that aims to improve the quality of customer service at call centers. |
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. |
InternetNews
October 3, 2007
Larry Barrett |
IBM Says No to 'Monolithic, Unchangeable Environments' IBM's new middleware enhancements and service offerings are designed to make life easier for companies migrating to SOA-based IT environments. |
InternetNews
April 30, 2009
Stuart J. Johnston |
Microsoft Claims WebSphere Best on Windows The Microsoft-produced report claims customers can save money and increase performance by running IBM's app server on Windows. |
Bank Technology News
February 2010
Michael Sisk |
IBM "Frames" Its Approach to Banks After a year of acquisitions, partnerships and innovation, IBM creates the Banking Industry Framework to serve an industry facing historic challenges. |
InternetNews
May 24, 2010 |
IBM Snags AT&T's Sterling Commerce for $1.4B In a $1.4 billion all-cash deal, IBM agrees to acquire Sterling Commerce, AT&T's business-to-business unit specializing in integration software as it looks to build out its WebSphere division. |
InternetNews
December 16, 2009 |
IBM Adds Lombardi to its BPM Product Mix IBM expands its business process management line with the acquisition of a vendor specializing in business efficiency. |
CRM
October 2013
David Myron |
Manage Data or Be Managed by It A few good examples are offered to show how organizations can better manage the surge of data that is hitting them at every customer touch point. |
CRM
February 2011
Leonard Klie |
A Gray Area Today's seniors can't be left out of IVR design decisions. |
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. |
InternetNews
October 9, 2007
Larry Barrett |
IBM Mashes Up Enterprise Apps IBM now has a starter kit for companies that want to integrate Web 2.0 features with their core business applications. |
InternetNews
January 17, 2008
Larry Barrett |
IBM Skips Past 4Q Estimates IBM says its strong fourth quarter and geographic diversity will help it weather choppy economic conditions in the U.S. |
InternetNews
December 16, 2009 |
IBM Aims to Boost BPM With Lombardi Buy Business process management (BPM) continues to be a hot spot in the enterprise software realm, and IBM is looking for a bigger share of the pie with its purchase today of Lombardi, a smaller player in the area. |
InternetNews
September 10, 2008
Tim Scannell |
IBM's eXtreme Approach to BI, Data Streaming A range of product introductions are designed to leverage IBM's investment in Business Event Processing. |
Bank Systems & Technology
January 23, 2008
Maria Bruno-Britz |
IBM and Fair Isaac Extend Relationship Around Decisioning IBM and Fair Isaac announce they would expand their alliance to around creating end-to-end financial services solutions using IBM's open technology. |
InternetNews
January 11, 2008
Larry Barrett |
IBM's Vertical Approach to SOA IBM thinks strategic, industry-specific platforms like its Retail Integration Framework will hasten SOA adoption in the U.S. |
CRM
May 2012
Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. |
Bank Systems & Technology
May 24, 2010
Penny Crosman |
IBM Wades into Payments With Sterling Commerce Buy Software giant to buy B2B transaction software company for $1.4 billion, tapping into demand for supply chain networks and corporate payment hubs. |
CRM
October 1, 2005
Coreen Bailor |
On the Scene--Talk Good: Best Practices in Speech Deployment Industry experts provide guidance for considering and deploying speech technologies. |
CRM
October 2013
Leonard Klie |
Voice Biometrics Builds a Business Case Advances in speech security have made it more feasible and reliable as a call center tool. |
InternetNews
April 20, 2009
Alex Goldman |
IBM Earnings Beat Street but Revenues Slide IBM painted a rosy picture of the future but with the economy's skies darkening, its stock fell slightly. |
Bank Systems & Technology
December 16, 2009
Nathan Conz |
IBM to Acquire Lombardi IBM has entered a definitive agreement to acquire business process management (BPM) software and services firm Lombardi. |
InternetNews
October 16, 2006
Clint Boulton |
IBM Introduces Integration Super Server IBM today unveiled a new piece of software designed to help customers integrate applications. The all-in-one Information Server that will come with the company's WebSphere application server and DB2 database. |
CRM
April 16, 2015 |
Zappix Launches Visual IVR Big Data Analytics Zappix Visual IVR now includes a big data analytics suite, allowing companies to get a true picture of multichannel interactions. |
The Motley Fool
January 20, 2010
Tim Beyers |
IBM Is Stepping Up Its Game In the race to recover from a down economy, IBM is a marathon runner. A sexy, slimmed-down beast that keeps getting in better shape. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
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. |
InternetNews
March 27, 2007
Roy Mark |
RFID, SOA And Sussing The Data Soup IBM launches SOA for RFID with an open source flavor. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
The Motley Fool
June 9, 2010 |
Is IBM a Buy? While other tech companies -- such as Apple -- take a lot of heat for hoarding cash, IBM leverages its balance sheet better than any other tech company. |
The Motley Fool
July 20, 2007
Anders Bylund |
IBM: True Blue Believer An industry giant is inspired to spend billions on its own shares. This is a clear signal that management believes in its strategy and opportunities. Investors, take note. |
InternetNews
July 18, 2007
Erin Joyce |
IBM Profit Surges on Software Strength IBM's second quarter profit rose by close to 12 percent, driven by surging growth in software and strong demand across Asian and European markets. |
InternetNews
April 19, 2011 |
IBM Kicks Off First Quarter With Strong Results IBM exceeds expectations and raises outlook for the full year. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
Registered Rep.
October 31, 2013
Lauren Barack |
Guided by Voices Vanguard, Barclays and Schwab are just three financial services firms confirmed to be using biometrics today -- at least in the early stages. |
InternetNews
October 3, 2006
Erin Joyce |
Bigger SOA Stakes For IBM IBM is showing off a flurry of new products, all designed to address SOA issues, from integrating Web portal interfaces with customers, to re-architecting creaky old database systems for a modern era of granular uses. |
InternetNews
August 7, 2007
Roy Mark |
IBM Gets Tighter With Green, Novell IBM talks big about Linux and gets even closer with Novell. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
Bank Systems & Technology
March 4, 2010
Penny Crosman |
Whitney Bank Overhauls IT The Gulf Coast bank is replacing 50% of all technology, converting to Jack Henry core banking; IBM servers, middleware and reports; and Oracle/PeopleSoft financials. |
