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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. mark for My Articles similar articles
CRM
January 2012
Donna Fluss
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
December 15, 2011
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. mark for My Articles similar articles
CRM
July 1, 2009
Donna Fluss
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. mark for My Articles similar articles
CRM
February 1, 2008
Donna Fluss
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. mark for My Articles similar articles
CRM
March 2014
Donna Fluss
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
February 2010
Donna Fluss
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
July 20, 2011
Leonard Klie
Verint Will Acquire Vovici Verint Systems announced plans to acquire Vovici, a provider of enterprise feedback management solutions. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
December 2010
Robert Wollan
Analyzing the New Customer Customer analytics are emerging as a competitive advantage mark for My Articles similar articles
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. mark for My Articles similar articles
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 mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
May 2011
Leonard Klie
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
InternetNews
February 20, 2007
Clint Boulton
SAP Tabs Pilot For Analytics Flight SAP buys Pilot Software to fortify its applications portfolio. mark for My Articles similar articles
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. mark for My Articles similar articles
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... mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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 mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
September 2011
Leonard Klie
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
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... mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
August 23, 2013
Hertz et al.
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
November 2012
Leonard Klie
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. mark for My Articles similar articles
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. mark for My Articles similar articles
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. mark for My Articles similar articles
CRM
June 2013
Kelly Liyakasa
Executive Demand for Data Analysis Grows CEOs re-evaluate enterprise roles, strategies to tie analytics to business values. mark for My Articles similar articles
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. mark for My Articles similar articles