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CRM
September 25, 2015
Leonard Klie |
Zappix Expands Global Support for Its Visual IVR Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages.   |
CRM
July 9, 2015 |
Zappix Launches Visual IVR Survey Tool The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CRM
June 9, 2015 |
Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace Jacada has joined the Interactive Intelligence Global Alliance Program. |
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
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
August 1, 2007
Colin Beasty |
Tech Solution: Internet Marketing Solutions Internet marketing solutions from marketing automation vendors are now measuring key performance indicators from business intelligence solutions, Web analytics tools, and cross-channel campaigns to allow companies to optimize online advertising and campaign tracking. |
CRM
February 4, 2013
Judith Aquino |
SAS Rolls Out Visual Analytics for Work Groups and Midsized Businesses Self-service option includes analytics, reporting, and visualization capabilities. |
CRM
June 29, 2012
Shamez S. Dharamsi |
Multichannel Predictive Analytics Uncover data patterns to unlock revenue. The most successful organizations integrate data analytics with the aggregated business acumen of their marketing executives to drive strategic marketing decisions. |
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 19, 2014
Leonard Klie |
Radish Releases ChoiceView for iOS8 The ChoiceView mobile app for visual IVR now supports iPhone 6 and iPhone 6 Plus. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
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
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. |
InternetNews
July 12, 2010 |
Google Eases Path for Android Developers As it continues efforts to ratchet up the challenge to Apple's iPhone, Google has introduced a new point-and-click visual tool for developers to build mobile apps. |
CRM
April 30, 2013 |
HP Pairs with Avaya for Cloud Contact Center Solutions New Customer Engagement as a Service brings social media marketing, mobile integration, and customer analytics to a single platform. |
CRM
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
CRM
March 16, 2015
Maria Minsker |
Genesys Debuts the Latest Version of Its Customer Experience Platform Updates include new omnichannel journey management capabilities. |
Search Engine Watch
December 13, 2010
Nathan Linnell |
It's Time for True Social Media Analytics A social media analytics tool that brings together data from Facebook, YouTube, Twitter, social media monitoring, analytics, and advertising has the potential to drastically alter how we analyze and evaluate our social media efforts. |
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
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Rising Stars -- ClickFox (The Quick Fox) Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
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
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
Information Today
December 16, 2014 |
IBM Releases Freemium Version of Watson Analytics IBM rolled out a public beta version of its cloud-based IBM Watson Analytics service. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
April 19, 2011
Leonard Klie |
Sitecore Releases the Customer Engagement Platform The new software solution combines analytics, interaction automation, and personalization across channels. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
IndustryWeek
October 1, 2003
Jill Jusko |
More Than Meets The Eye The visual workplace's unheralded benefits include an empowered workforce and sustained manufacturing improvement. |
CRM
July 2010
Juan Martinez |
The Complexity of Collection A slew of recently released Web analytics products may advance the collection of customer data from social networks. |
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
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
CRM
July 12, 2013
Jessica Valenzuela |
Make Big Data Equal Big Sales Mobility is the modern-day pocketknife for sales reps. |
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 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. |
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
August 2015 |
Why Instagram, Tumblr, and Pinterest Matter to Brands Pictures are worth a thousand words, and companies can't afford to block them out |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
CRM
November 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
InternetNews
November 4, 2009 |
Apple Claims 100,000 Apps, Google Analyzes Them Apple continues to lead in bragging rights for smartphone apps, while Google expands its free Web analytics for mobile developers. |
CRM
July 2013
Kelly Liyakasa |
Big Data Demands Organizational Change Technology is only one part of the equation. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
Wall Street & Technology
January 24, 2008
Cory Levine |
Guardian Analytics Launches Easy Fraud Prevention Solution FraudMAP does not require fraud rules development or algorithm training. |
Search Engine Watch
December 28, 2010
Garry Przyklenk |
Web Analytics Year in Review 2010 Web analytics this year became less about focusing on meaningless data reports and more on revenue growth, cost-savings, and improved customer satisfaction associated with data driven decision-making. |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
