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CRM November 20, 2013 |
Genesys Enters Midmarket Space with New Contact Center Editions Three new contact center offerings cover SMBs and enterprise customers  |
CRM May 2011 Donna Fluss |
Don't Believe Everything You Hear About WFO The outlook for contact center workforce optimization is outstanding, with the quality and variety of solutions ever-improving. Contact centers of all sizes have many options and price points from which to choose.  |
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 September 2011 Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company  |
CRM June 2012 Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012.  |
CRM May 2011 Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time  |
CRM August 24, 2011 Leonard Klie |
Alcatel-Lucent Unveils a New Strategy for Genesys Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.  |
CRM March 19, 2014 Maria Minsker |
Genesys Acquires Social Customer Care Provider Solariat With the acquisition, Genesys aims to expand its social media engagement capabilities.  |
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 November 14, 2012 |
Genesys Releases Genesys One The solution combines uniquely packaged customer service best practices with Genesys 8 software.  |
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 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 October 19, 2010 Koa Beck |
Genesys Announces a New Social Media Strategy Genesys Telecommunications Laboratories, an Alcatel-Lucent unit that provides enterprise and contact center software, recently launched a new strategy for social media, one that allows companies to use integrated tools to monitor and address consumers through social media channels.  |
CRM February 1, 2012 Leonard Klie |
Genesys Sets a New Course Under its new ownership, the company will enhance its core product portfolio and strengthen its offerings in cloud computing, analytics, workforce optimization, process workflow, and social engagement.  |
CRM June 2010 Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization.  |
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 November 5, 2015 Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains.  |
CRM August 1, 2005 Coreen Bailor |
The Next Step in Anger Management Speech analytics solutions are enabling companies to track and analyze emotional cues. In fact, speech analytics is allowing organizations to target issues with certain business processes that extend beyond the contact center into the rest of the enterprise.  |
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 March 2013 Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers.  |
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 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 December 2014 Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions.  |
CRM January 9, 2013 |
Genesys Extends Contact Center Routing to Support Microsoft Lync Genesys, a provider of customer service solutions, has integrated Microsoft Lync with its customer service platform, creating a combined voice platform that enables companies to unify contact center interactions and enterprise communications.  |
CRM August 1, 2005 Coreen Bailor |
Blooming Customer Service A multichannel flower retailer's handling of peak holiday call volume blossoms by deploying Genesys and NetByTel voice solutions.  |
CRM December 1, 2005 Paul Stockford |
A Word Is Worth a Thousand Pictures Mine the rich source of customer information that lies buried in recorded calls. The real value of speech analytics lies not in finding information useful to the contact center, but in finding information of value to the entire enterprise.  |
CRM March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004  |
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 February 2010 Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk.  |
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 January 31, 2013 |
Genesys Expands Relationship with Salesforce.com Genesys Connect for Salesforce Service Cloud is now available on Salesforce.com's AppExchange.  |
CRM August 2006 Coreen Bailor |
The Why Factor in Speech Analytics Don't allow the customer information that lies in recorded calls to go unreported and unnoticed - incorporating speech analytics can help improve business areas throughout the enterprise.  |
CRM April 2010 Christopher Musico |
Speech Analytics Why speech analytics is starting to get a little more than recognition.  |
CRM March 2010 |
The 2010 CRM Service Awards: Rising Stars In their short lives, these companies have been able to empower and enable the delivery of high-quality service to their clients' customers.  |
CRM September 2015 Donna Fluss |
The Outlook for WFO: Optimal The workforce optimization market stays strong, and better analytics and back-office features could make it stronger  |
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 10, 2011 Brittany Farb |
Workforce Optimization Gets Optimized DMG research shows innovation and growth to continue in the WFO market through 2013.  |
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 February 9, 2011 Koa Beck |
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement Alcatel-Lucent has released the Genesys Social Engagement solution, which monitors, analyzes, and connects consumers over social media and traditional channels, providing visibility into customer engagement and community trends.  |
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 May 4, 2015 Maria Minsker |
Genesys Furthers Integration with Skype for Business Customers no longer have to sacrifice functionality due to a limited integration.  |
CRM August 26, 2011 Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience.  |
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 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 March 27, 2015 Leonard Klie |
HP Releases Explore 5.0 Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions.  |
CRM March 2015 Leonard Klie |
The 2015 CRM Service Elite: Genesys Helps Michigan Aid Families in Need Call center technology makes reaching help one less hurdle for struggling parents.  |
CRM July 2014 Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM.  |
CRM March 2014 Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome.  |
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.  |