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CRM February 2011 Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls.  |
CRM January 2012 Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role.  |
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 December 15, 2010 Koa Beck |
Forrester Research Releases Listening Platform Landscape Report The 2011 Listening Platform reveals a splintering of the listening landscape and demands for higher-quality real-time data.  |
CRM December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management.  |
CRM July 1, 2009 Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction.  |
CRM February 1, 2008 Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions.  |
CRM March 2014 Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome.  |
CRM May 3, 2004 |
Hot Seat: Will Analytics Remain a Stand-alone Product or Become Yet Another CRM Module? Will analytics software continue to be a separate market segment or will its functionality be absorbed into traditional CRM suites in the future? Industry experts weigh in.  |
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.  |
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 February 2010 Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk.  |
CRM February 2004 Martin Schneider |
Get Smart! Enterprises are relying more and more on analytics to derive added value from their CRM systems. Here are the latest trends and hot analytics tools giving organizations better insight into their businesses.  |
CRM July 20, 2011 Leonard Klie |
Verint Will Acquire Vovici Verint Systems announced plans to acquire Vovici, a provider of enterprise feedback management solutions.  |
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 November 2007 Colin Beasty |
Predicting Profitability After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify - and sell to - their most profitable customers.  |
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 December 2010 Robert Wollan |
Analyzing the New Customer Customer analytics are emerging as a competitive advantage  |
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.  |
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 June 16, 2010 Juan Martinez |
Did Web Analytics Just Become One of IBM's Core Values? The clickthroughs of Web analytics are certainly clicking these days - in more ways than one.  |
CRM May 2011 Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time  |
CRM April 22, 2015 Maria Minsker |
Evergage Integrates Its Real-Time Personalization Tool with Google Analytics The integration makes user experience reporting available on a familiar interface.  |
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.  |
CRM December 10, 2010 Leonard Klie |
Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015 Pelorus Associates expects the total worldwide market for contact center recording systems to hit $1.24 billion in five years, up from $800 million today.  |
CRM February 2010 Christopher Musico |
On the Scene: SPSS Directions '09 After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.  |
InternetNews August 6, 2007 Larry Barrett |
Big Brother Comes to the Call Center, But It's Good Autonomy's new speech-analytics software gives companies detailed analysis of customer calls, online chats and e-mails on the fly.  |
CRM February 22, 2012 |
TARGUSinfo Adds to Its ElementOne Marketing Analytics Platform New Describe Targets function provides marketers with easier, faster access to essential information about consumers.  |
InternetNews February 20, 2007 Clint Boulton |
SAP Tabs Pilot For Analytics Flight SAP buys Pilot Software to fortify its applications portfolio.  |
Insurance & Technology August 13, 2009 Anthony O'Donnell |
IBM's SPSS Acquisition May Speed Insurers' Adoption of Predictive Analytics The addition of SPSS to IBM's capabilities rounds off the vendor's offering at a time when insurers are poised to invest more heavily in predictive analytics, according to industry analysts.  |
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...  |
Insurance & Technology April 6, 2006 Cynthia Saccocia |
Know Your Customers It is vital that insurance companies understand the importance of developing products and services better suited to the evolving needs of the growing customer segment of retirees.  |
CRM December 2006 Colin Beasty |
Analytics Brought to Bear How strength in numbers -- in this case, the analytics of customer data -- transforms sales teams into sales forces.  |
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 May 1, 2007 Colin Beasty |
Required Reading: Analytics: A Winning New Way In Competing on Analytics: The New Science of Winning, Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes.  |
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 September 2011 Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company  |
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.  |
Bank Systems & Technology April 28, 2008 Maria Bruno-Britz |
Analytics Are Becoming Increasingly Important Tools in Banks' Customer Retention Strategies Predictive analytics tools are helping banks understand customers' behaviors and meet their unique needs with tailored products and services, improving customer retention as a result.  |
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...  |
PC Magazine April 19, 2006 Matthew D. Sarrel |
Your Site's Stats Now that you have a Web site, it's time to learn how to analyze the traffic that your visitors generate.  |
Bank Technology News September 2009 Rebecca Sausner |
Big Blue's Big Cross-Sell Play IBM's investment in predictive analytics is timely, with business intelligence, data and analytics, the top three areas of focus in the new competitive world.  |
CRM August 23, 2013 Hertz et al. |
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention.  |
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.  |
Bank Systems & Technology February 17, 2010 Katherine Burger |
Accenture and SAS to Jointly Develop, Implement and Manage Predictive Analytics Solutions Accenture SAS Analytics Group will target financial services, healthcare and government.  |
CRM November 2012 Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face.  |
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 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 June 2013 Kelly Liyakasa |
Executive Demand for Data Analysis Grows CEOs re-evaluate enterprise roles, strategies to tie analytics to business values.  |
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.  |