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CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing.   |
CRM
April 17, 2012 |
Social Media Is Impacting Today's Contact Centers Frost & Sullivan research finds that most firms are still struggling with how to contact customers via this medium. |
CRM
November 7, 2012 |
The Cloud Changes Everything in Oz Contact centers in Australia will shift to more cloud-based solutions starting in 2015, according to a Frost & Sullivan report. |
CRM
February 2015
Leonard Klie |
SIO Emerges as a New Contact Center Segment Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category. |
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
January 17, 2012
Judith Aquino |
Infor Launches New Marketing Suite Multichannel campaign management tools and analytics let marketers deliver comprehensive messages. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CRM
October 3, 2014 |
Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses. |
CRM
August 2015 |
Marketing Automation Sees a 'Phenomenal Rise in Demand' Vendors are expanding beyond email to include mobile, social, and display technologies |
Search Engine Watch
December 13, 2010
Nathan Linnell |
It's Time for True Social Media Analytics A social media analytics tool that brings together data from Facebook, YouTube, Twitter, social media monitoring, analytics, and advertising has the potential to drastically alter how we analyze and evaluate our social media efforts. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
June 29, 2012
Shamez S. Dharamsi |
Multichannel Predictive Analytics Uncover data patterns to unlock revenue. The most successful organizations integrate data analytics with the aggregated business acumen of their marketing executives to drive strategic marketing decisions. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
May 2011
David Myron |
Enter the Age of Analytics To make the best use of your time and your company's CRM investments, you must measure what you manage. |
CRM
December 9, 2015
Mark Smith |
CRM Integration: If You Don't Coordinate, You Might Alienate Getting all of your technologies and channels to operate together is the way to ensure customer happiness. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
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... |
Bank Systems & Technology
February 1, 2007
Kere Lewis |
Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs. |
CRM
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
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
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
April 2008
David Jastrow |
The 2008 CRM Service Awards: Outsourcing Customer service outsourcing comes down to comfort; West retains the crown. |
CRM
October 2015
Robert Wollan |
Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital |
CRM
February 2010
Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. |
CRM
October 2, 2015
Leonard Klie |
Email Marketing Needs to Keep Up with Mobile Vendors must keep up with an evolving and challenging market by offering refined new solutions and techniques for small businesses. |
CRM
June 2012
Judith Aquino |
Find the Right Social Media Monitoring Tool Knowing how your brand is faring on the Web is essential, but which solution is best for your organization? |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
InternetNews
May 21, 2009
Andy Patrizio |
Gateway Targets Dell in European Services Market Proving once again services are hot, Gateway partners with a veteran services provider to take on Dell in the SMB services business. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
Search Engine Watch
January 7, 2011
Matt Lawson |
Campaign Overload: How Search Marketers Can Overcome Fragmentation More platforms and formats have made managing online marketing increasingly difficult. Use these tips to help tame campaign fragmentation in 2011. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
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." |
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 |
Wall Street & Technology
November 18, 2005
Cory Levine |
Back Joins Citigroup GTS Ken Back has joined Citigroup Global Transaction Services as managing director of strategic solutions for the Europe, Middle East and Africa region (EMEA). |
The Motley Fool
October 20, 2011
Evan Niu |
Go Away, Riverbed Bears Riverbed puts up a solid quarter despite macroeconomic fears. |
CRM
October 1, 2005
Coreen Bailor |
On the Scene--Talk Good: Best Practices in Speech Deployment Industry experts provide guidance for considering and deploying speech technologies. |
InternetNews
October 11, 2004
Clint Boulton |
CA Moves into EMEA for SMBs The software maker Computer Associates plans to invest $24 million on equipment and marketing to sell storage and security software to small- and medium-sized businesses in Europe, Middle East & Africa |
Information Today
May 20, 2013 |
D&B Introduces Hoover's Analytics for Small Business Customers Hoover's Analytics is a new product to help small businesses segment and evaluate their customers and prospects to identify new growth opportunities. |
CRM
March 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
The Motley Fool
October 29, 2011
Eric Bleeker |
Can Overseas Sales Drive Autodesk Forward? Four years ago, 37% of sales went to the EMEA (Europe, Middle East, and Africa) region, but the United States wasn't far behind at 34%. |
CRM
December 2013
Sri Sridharan |
Customer Analytics: Moving Slowly Toward Maturity Striving for analytics gold is not a sport for amateurs. |
Insurance & Technology
December 13, 2006
Maria Woehr |
Ready for Your Close-Up The degree to which an insurer uses customer analytics - and the effectiveness of those efforts - provides the foundation for understanding the customer and enhancing the customer experience throughout the enterprise. |
Bank Systems & Technology
February 1, 2007
Ashwin Goyal |
Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels. |
CRM
January 2010
Christopher Musico |
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? |
InternetNews
May 9, 2005
Jim Wagner |
Seibt Leaves Novell A week after the company shuffled management for its worldwide operations, Richard Seibt, president of the company's Europe, Middle East and Africa (EMEA) unit announced his resignation, citing personal reasons. |
