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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
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
May 9, 2012 |
CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
March 10, 2014 |
SAP Enhances Its Cloud CRM Portfolio New capabilities are added to sales, service, and marketing applications across the board. |
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
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
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
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
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
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
July 2012
Donna Fluss |
In Contact Centers, WFO's Star Is on the Rise A host of innovations are adding new dimensions. Contact center workforce optimization continues to be one of the top technology sectors in the contact center market. |
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 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. |
IndustryWeek
August 17, 2011 |
Operational Excellence and Customer Intimacy in Real Time Mobile technologies are helping manufacturers innovate and manage today's challenges while setting the stage for ongoing improvements in customer engagement, profitability and cost efficiency in the years to come. |
CRM
November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers |
CRM
January 4, 2016
Sam Del Rowe |
NICE Engage Platform Integrates with Microsoft's Skype for Business The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
September 2012
Donna Fluss |
The Revitalization of the Workforce Management Market One-size-fits-all solutions are no longer the answer. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
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
July 10, 2015
Anna Convery |
4 Steps to Using Automation to Transform Your Enterprise Leave decision making to humans, but automate (or eliminate) the processes that lead up to it. |
CRM
July 15, 2011
Leonard Klie |
IBM Debuts Cloud-Based Marketing and Analytics Suite Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions. |
CRM
January 11, 2012 |
Enghouse Releases New CallRex Call Recording Software The new software adds expanded Microsoft Lync integration, RT Audio codec support, and simplified deployment process. |
CIO
June 15, 2002
David L. Margulius |
Maximize Everything Now The latest optimization tools can help you get every dollar out of your operations. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
February 1, 2008
Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
December 18, 2014 |
Spoken Partners with Avaya on Cloud Contact Center Solutions The partnership yields a hybrid cloud contact center as a service offering. |
IndustryWeek
August 19, 2009
Josh Cable |
IT Solutions A look at some of the latest IT solutions for Warehouse Management, BI, and Supply Chain Management. |
CRM
July 2, 2014
Robert Killory |
The Contact Center Revolution While the benefits of the cloud are obvious, figuring out the logistics is less clear. |
CIO
August 27, 2015
Martha Heller |
This CEO fosters a data-oriented company culture BNY Mellon Investment Services uses a data dashboard, analytics, APIs and a social network to enhance the customer and employee experience, says CEO Brian Shea |
CRM
January 2016
Maria Minsker |
Outlook 2016: How CRM Will Foster an Era of Good Feelings As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands |
CRM
October 3, 2013 |
HP Adds Social Media to Customer Engagement Management (CEM) Services HP Enterprise Services today announced new and enhanced services that support enterprises in their efforts to connect with customers via social media channels all while improving the bottom line. |
CRM
May 2014
Donna Fluss |
WFM Growth Brings Choices and Challenges For some companies, ease of use of workforce management applications is winning out over functionality. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
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
December 2, 2011
John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be. |
Bank Systems & Technology
May 1, 2006
Maria Bruno-Britz |
Oracle's Plan Comes Together The software vendor leverages recent acquisitions for a foray into the business intelligence technology ring with the release of its Business Intelligence Suite. |
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. |
IndustryWeek
February 1, 2008
Brad Kenney |
10 Reasons to Adopt RFID A quick overview of the answer to the question, "What's in RFID for me?" |
CRM
September 4, 2015
Micheline Nijmeh |
Why Personalization Has Become Critical to the Sales Process With information literally at everyone's fingertips, the best way to stand out is to personalize. |
CRM
May 4, 2015 |
TCN Launches Competitive Analytics Competitive Analytics is a fully integrated business intelligence analytics solution for its cloud-based call center platform. |
Bank Technology News
January 2011
Rebecca Sausner |
Green Lighting the Script The sure way to make money selling products to banks these days is to peg your pitch to "compliance." |
InternetNews
October 6, 2010 |
SlideRocket Takes Presenters Beyond PowerPoint A new version of the cloud-based presentation service adds more interactive features, real-time feeds and analytics. |
