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CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.   |
CRM
September 13, 2011
Leonard Klie |
Nuance Builds Out Its Mobile Advantage Portfolio The new solutions are designed to steer customers to mobile smartphone apps for self-service. |
CRM
April 2015
Leonard Klie |
VoltDelta Is the Right Prescription for Rx Outreach The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy. |
CRM
January 2004
David Myron |
(Automated) Talk Is Cheap Speech technology is saving companies big bucks. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
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. |
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 2011
Leonard Klie |
IVR Personalization: Strike the Right Balance Too much familiarity can repel customers, so IVR designers must take pains to build the right systems. |
CRM
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
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. |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
CRM
January 17, 2012
Judith Aquino |
Infor Launches New Marketing Suite Multichannel campaign management tools and analytics let marketers deliver comprehensive messages. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
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
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. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
CRM
December 9, 2015
Sam Del Rowe |
Telecom Solution Vendor Flowroute Partners with SmartNode Maker Patton The new partnership brings Flowroute's innovative communications solutions to Patton's router and controller products, helping businesses marshal telecom resources to improve the user experience. |
CRM
February 1, 2007
Walter Rolandi |
Decrease IVR Hang-Ups Want a more effective interactive voice response system? Here are a few rules that can help prevent customer loss. |
CRM
December 18, 2012 |
Angel Unveils New Outbound Campaign Manager A cloud-based tool gives businesses the flexibility and insight to proactively create personalized customer experiences. |
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
July 7, 2014 |
Vocalcom Updates Effortless Contact Center Software New multichannel capabilities are added to Vocalcom's Effortless Contact Center solution. |
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
May 2012
Michele Masterson |
Natural Language Understanding Grows Up The bar has been raised for technologies that not only hear, but understand too. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
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
June 9, 2015 |
Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace Jacada has joined the Interactive Intelligence Global Alliance Program. |
CRM
November 2013
Donna Fluss |
Outbound Dialing Makes a Comeback The practical realities of today's consumers are driving changes in technology. Companies need to develop effective multichannel outbound/inbound/blended strategies. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
Insurance & Technology
November 1, 2006
Phil Britt |
Hearing the Call To improve responsiveness, Humana Military Healthcare Services added AnswerCenter, a Web-based common knowledge base application from Spanlink Communications, a provider of customer interaction solutions. |
CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing. |
CRM
February 2011
Leonard Klie |
A Gray Area Today's seniors can't be left out of IVR design decisions. |
Managed Care
August 2004 |
25% of Provider Calls Now Automated Interactive voice response phone systems are being used increasingly by health plans in their dealings with with providers, but much less so for interactions with members, according to a study. |
CRM
November 15, 2010
Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
CRM
December 16, 2010 |
Utilities Need to Improve Customer Experiences to Create Loyalty, Survey Finds A Twitter poll conducted by Nuance signals new opportunities for utilities to use mobile self-service and proactive notifications to improve the customer service experience. |
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 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. |
CRM
April 2006 |
The Rising Star and Service Excellence Awards Here are the companies that have customer service pundits talking: Interactive Intelligence... UniPress Software... FrontRange Solutions... The New Nuance... |
InternetNews
June 22, 2007
Nicholas Carlson |
Nuance Adds Tegic to Mobile Platform Nuance Communications today announced the purchase of AOL LLC subsidiary Tegic, the developers behind the T9 predictive text input software already installed on more than 2.5 billion devices. |
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
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
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. |
CRM
June 16, 2015
Henry Schuck |
Don't Neglect Your Outbound Marketing Marketing automation is great, but you have to make good old-fashioned calls, too. |
The Motley Fool
November 23, 2010
Anders Bylund |
Nuance Plus Apple Equals Bupkus Looking at the overnight stock chart for Nuance Communications, you'd be well within your rights to question Mr. Market's sanity. |
CRM
December 23, 2015 |
VoIPstudio Puts CTI Connector in the Oracle Cloud Oracle sales cloud customers can use VoIPstudio CTI connector for inbound and outbound communications. |
CRM
April 2006 |
The 2006 Service Elite Awards Here's five organizations that reaped the benefits of their contact center and customer service initiative: Washington State Department of Information Services... Charter Communications... Health Net... etc. |
The Motley Fool
November 21, 2007
Jason Ramage |
Dueling Fools: Nuance Bear Rebuttal The bears argue that Nuance Communications is on top, but only for now, as competition grows from many other sources. |
The Motley Fool
November 21, 2007
Billy Fisher |
Dueling Fools: Nuance Bull Rebuttal The bulls argue that Nuance Communications has enormous future upside potential from recent acquisitions. |
