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CRM
October 2015
Leonard Klie |
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot   |
CRM
November 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. |
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
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
April 2014
Leonard Klie |
3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate. |
CRM
March 2012
Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
Bank Technology News
June 2005
John Adams |
Sales Prospects: County's Tellers Will Tell About New Leads Experts say the industry is still unsure about how much tellers should be involved in cross-sell efforts, but Pennsylvania's County National Bank is sure the teller window is a great place to find leads. |
Bank Technology News
August 2010
John Dodge |
Keystrokes That Pay Attention Econiq captures customer information and tailors bank promotions and programs to particular customer sets served by the bank's staff. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
February 2, 2004
Martin Schneider |
Vertical Focus: Financial Services Firms Learn to Value Relationships, Not Transactions Profits and speedy service are still key, but financial services firms are getting back to basics. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
Bank Technology News
March 2006
Michael Grebb |
Cutting To the Chase New rules under the Home Mortgage Disclosure Act require lenders to collect and reveal data on a loan applicant's race, sex and income. Institutions must also share how they determine rate spreads for different applicants. |
CRM
October 11, 2013 |
LogMyCalls Releases Conversation Analytics Conversation Analytics tracks what happens on the call and extracts marketing and sales data. |
CRM
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
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
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
CRM
August 1, 2005
Coreen Bailor |
The Next Step in Anger Management Speech analytics solutions are enabling companies to track and analyze emotional cues. In fact, speech analytics is allowing organizations to target issues with certain business processes that extend beyond the contact center into the rest of the enterprise. |
CRM
March 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
CRM
August 2006
Coreen Bailor |
The Why Factor in Speech Analytics Don't allow the customer information that lies in recorded calls to go unreported and unnoticed - incorporating speech analytics can help improve business areas throughout the enterprise. |
CRM
April 17, 2012 |
Social Media Is Impacting Today's Contact Centers Frost & Sullivan research finds that most firms are still struggling with how to contact customers via this medium. |
Bank Technology News
August 2009
Michael Sisk |
Automated Tellers Are Getting Smarter These souped up smart ATMs don't simply dispense cash 24-hours a day; they are actually replacing tellers at branches. |
CRM
June 28, 2010
Koa Beck |
Nice Systems Sticks with Eglue -- Permanently The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash. |
CRM
May 2003
Ginger Conlon |
Good Advice E.piphany has introduced two vertical versions of its E.piphany Interaction Advisor: Interaction Advisor for Retail Finance and Interaction Advisor for Telecommunications. The focus of the products is on cross-selling and retention, respectively. |
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
December 5, 2013 |
Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
August 6, 2013 |
Engagor Launches in the U.S., Secures $2.6 Million in Funding The provider of a real-time customer engagement, social media monitoring, and analytics platform opens a San Francisco office. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Rising Stars: NICE Systems Innovates with Real-Time Analytics The veteran vendor is this year's comeback kid. |
CRM
July 1, 2009
Christopher Musico |
Adhering to Higher Quality New York Life streamlines its workforce, vastly improving internal metrics. |
Bank Systems & Technology
June 24, 2008
Paula Damiano |
IBM Unveils Virtual Teller Kiosk of the Future Today's virtual teller solutions are nothing to laugh at. According to experts, the benefits of teller-assisted kiosks for banks range from improved staffing efficiencies to stronger security. |
U.S. Banker
October 2009
Hal Tilbury |
Teller Flow at the Heart of Capture's ROI In making the move to remote deposit capture it is critical that banks keep an open mind and seriously consider item capture at the teller workstation. |
Bank Technology News
March 2010
John Adams |
3. Hampden's Tellers Capture Images, Savings While most banks still turn a cold shoulder to teller capture, Hampden Bank is a happy contrarian. |
CRM
October 28, 2011
Leonard Klie |
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. |
CRM
December 2010
Koa Beck |
Learning What to Teach Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
January 6, 2014
Maria Minsker |
Verint to Acquire Kana Software for $514M The deal expands Verint's cross-selling opportunities within the customer service market. |
Insurance & Technology
December 13, 2006
Maria Woehr |
Ready for Your Close-Up The degree to which an insurer uses customer analytics - and the effectiveness of those efforts - provides the foundation for understanding the customer and enhancing the customer experience throughout the enterprise. |
Wall Street & Technology
May 31, 2007
Kyle Duckers |
Savvy Financial Services Firms Tap Employee Intelligence For Strategic Decision Making The challenge for most capital markets firms is not a lack of raw data, but a lack of context and insight based on that information. |
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. |
IndustryWeek
August 1, 2008
David Blanchard |
Portrait of Best-in-Class Global Trade Compliance Trade compliance is taking on more prominence in separating the best companies from the also-rans. |
Bank Technology News
December 2009
Steve Bills |
BBVA Branches Into Video Customers may soon be talking to a screen at the branch - instead of a person. |
U.S. Banker
May 2010
Matthew De Paula |
5 Ways to Optimize the Branch The branch of the future will be much leaner. But the inevitable downsizing of space and staff can be tricky. Here are some ways banks are turning less into more. |
