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CRM April 2006 Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc.  |
CRM April 2007 Bailor et al. |
The 2007 Service Leaders, Part 1 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 March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004  |
CRM March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service.  |
CRM March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period.  |
CRM April 2005 Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications.  |
CRM April 2008 Marshall Lager |
The 2008 CRM Service Awards: Contact Center Infrastructure Replacing computer-telephony integration, this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.  |
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 March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions.  |
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 March 2004 the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004  |
CRM April 2008 Christopher Musico |
The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.  |
CRM March 2010 Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Interactive Voice Response Genesys is doing some of the most leading-edge stuff in terms of that dream of marrying IVR with the computer-telephony integration workflow.  |
CRM April 2006 Bailor et al. |
The 2006 Service Leader Awards, Part 2 Agent-Facing Universal Desktop: PeopleSoft... SAP... Siebel Systems... Outsourcing Services: Convergys... EDS... TeleTech... etc.  |
CRM August 2005 Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions.  |
CRM March 2010 Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Workforce Optimization Suite Verint Systems powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development.  |
CRM October 2005 Bailor et al. |
The 2005 CRM Market Leaders, Part 1 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how the CRM leaders are driving the market and how they stack up against the competition.  |
CRM March 2015 Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Infrastructure For starters, many companies operating multiple contact centers are looking to centralize their infrastructures around single Internet-based communications and collaboration platforms, according to research firm Gartner.  |
CRM March 2010 Jessica Sebor |
The 2010 CRM Service Awards: Service Leaders - Contact Center Infrastructure In the face of close competition, Genesys Telecommunications Laboratories edged out other vendors to reclaim the title it lost to Avaya in 2009.  |
CRM October 2005 Bailor et al. |
The 2005 CRM Market Leaders, Part 2 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how these CRM leaders are driving the market and how they stack up against the competition.  |
CRM March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector.  |
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 October 2006 |
The 2006 Market Leaders, Part 1 The need for data quality continues to influence every CRM niche. Some of this year's positional shifts will surprise you, and so will some companies that didn't move as much as they might have hoped. Amdocs... SSA Global Technologies... etc.  |
CRM April 2008 Jessica Tsai |
The 2008 CRM Service Awards: Web Interaction Management A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.  |
CRM April 2008 Jessica Tsai |
The 2008 CRM Service Awards: Web Self-Service While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.  |
CRM March 2015 Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year.  |
CRM March 2010 Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center.  |
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 March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience.  |
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 May 2012 Donna Fluss |
Making Sense of the Hosted Contact Center Infrastructure Market A 2012 buyers' guide.  |
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.  |
CRM March 2010 Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Self-Service RightNow Technologies holds onto its top position this year.  |
CRM March 2015 Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree.  |
CRM June 2006 Coreen Bailor |
AntiSIPation As more companies migrate from a CTI to an IP infrastructure -- combining voice and data into one network -- new business process capabilities await them, thanks largely to emerging Session Initiation Protocol (SIP) technology.  |
CRM March 2015 |
The 2015 CRM Service Awards: Service Leaders We honor the innovative companies behind the developments in cloud offerings, chat software, search capabilities, mobile solutions, and other technologies that have had a significant impact.  |
CRM December 2006 Marshall Lager |
The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.  |
InternetNews September 13, 2004 Erin Joyce |
IBM Donates Voice Code to Apache IBM and other software players in the voice-enabled sector are making it easier for J2EE developers to add voice interaction to Web applications. Partners such as Avaya are looking to build speech apps that can run on anyone's platform.  |
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.  |
InternetNews September 15, 2004 Erin Joyce |
Unified Messaging For The Masses Avaya gives customers the ability to more quickly scale up their voice-activated messaging systems.  |
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 12, 2011 Leonard Klie |
Avaya Adds to Its Aura Contact Center Suite New contact center products enable companies to compete more effectively through personalized customer experiences across media channels.  |
CRM April 2005 Phillip Britt |
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services.  |
CRM July 1, 2006 Coreen Bailor |
Microsoft Talks Pretty One Day The software giant hopes to end the struggle with the development, management, and TCO of speech-enabled 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 2011 Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality.  |
CRM November 16, 2010 Koa Beck |
Avaya Releases Aura Contact Center Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.  |
CRM April 1, 2008 David Myron |
As One Chapter Ends... New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support.  |
CRM June 2004 Emmy Favilla |
10 Strategies for Customer Service Success Contact center managers can no longer define success by call duration alone.  |
CRM December 2011 Aquino & Klie |
Oracle to Acquire RightNow Technologies The $1.5 billion deal is part of an aggressive move to offer more cloud solutions, Oracle says.  |