| 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...   |
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
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
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
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
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
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
August 2012 |
The 2012 CRM Market Leaders CRM is the most important area of investment to improve business over the next five years. Find out which vendors are ramping up these offerings and best responding to industry needs in this year's Market Leader awards. |
CRM
December 2005
Marshall Lager |
The Year in (P)review Looking back, and to the future: CRM trends and events to watch: Would you like fries with your subsidiary?... And Oracle acquired everybody else... We're not going to say "On-demand is in demand" again, but... Information, please... |
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 1, 2007 |
destinationCRM Dashboard Enterprise CRM Is Three Sheets to the Wind... Sage Unveils a New Taste of CRM... VoIP Has Too Much Variation for SMBs... Verint: Can I Get a Witness?... etc. |
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
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
InternetNews
September 27, 2007
Sean Michael Kerner |
Digium Expands With Switchvox Buy Open source VoIP vendor Digium buys online VoIP provider Switchvox as it takes aim at the big guns of voice. |
CRM
December 2003
Martin Schneider |
The Year in Preview How the major trends in 2003 will alter the CRM landscape over the coming year. |
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
April 2004
Martin Schneider |
Breaking From Tradition No longer is the midmarket the dominion solely of regional systems integrators. Enterprise vendors and hosted CRM services are changing the way midmarket customers implement their CRM systems. |
CRM
August 2013 |
The 2013 CRM Market Leaders CRM vendors are making some pretty bold moves to incorporate newer technologies into their existing solutions. |
CRM
February 1, 2008
Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. |
The Motley Fool
June 8, 2006
Tom Taulli |
Onyx Opts Out After several ho-hum years, the enterprise software firm goes private. Similar deals have recently flourished in the enterprise software industry and will probably be the main way these companies provide returns to their shareholders. |
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
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
CRM
December 1, 2005
Marshall Lager |
The Competitive Threat SAP, Onyx, and others look to seduce leery customers. The real question is, How is Oracle going to position itself against its competitors, and against itself? |
CRM
April 2004
Lisa Picarille |
The Art of War Enterprise CRM vendors and hosted service providers are in a heated battle against traditional midmarket CRM vendors for market share. In the end it is the customers who will win. |
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
October 2006 |
The 2006 Market Leaders, Part 2 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. Aprimo... SAS Institute... Oracle... etc. |
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
October 2010
Lauren McKay |
A CRM Showdown in Times Square Executives from four of the industry's top vendors share the same stage - but not the same views. |
InternetNews
April 9, 2008
Sean Michael Kerner |
Asterisk: More Than 'Just' a PBX Powerhouse? Asterisk's founder points to the vast amount of innovation happening around the open source VoIP PBX - with a nod to the challenges ahead. |
CRM
August 2010
William Band |
Navigating the Vendor Landscape A leading analyst firm assesses the CRM marketplace. |
CRM
November 1, 2005 |
destinationCRM Dashboard Oracle Will Buy Siebel... Microsoft Acquires a VoIP Startup... Siebel Continues to Lead Enterprise Deployment... CRM Software: A Customer Loyalty Problem... etc. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
December 2004
Jason Compton |
It's Not Business As Usual As the CRM industry reinvents itself, 2005 promises both new opportunities and new challenges. Here are seven trends driving the transformation. |
CRM
September 2003
Guglielmo et al. |
The 2003 Market Leaders (Part 1) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. |
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
August 2011 |
The 2011 CRM Market Leaders Spending on CRM software is expected to see the largest increase of all the application software markets worldwide. Here's a look at the market leaders. |
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
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
October 2013
Barton Goldenberg |
Software Advances Are Propelling CRM to New Heights Seven trends businesses cannot afford to ignore. |
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 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
September 1, 2009 |
The 2009 CRM Market Awards - Introduction With the eighth annual CRM magazine Market Awards, we take note of the industry's mainstays as well as its newcomers, the expected along with the surprising. |
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
December 2004
Coreen Bailor |
10 Technologies That Are Reinventing the CRM Industry Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. Consider the potential of the following 10 technologies. |
CRM
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
CRM
September 2003
Guglielmo et al. |
The 2003 Market Leaders (Part 2) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. |
CRM
December 2011
Marshall Lager |
Past Is Prologue We look at the major events of this year for hints of what's to come. |
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
December 2005
Jim Dickie |
What's Hot, What's Not, and What's Next At year end we evaluate the impact of Software as a Service (SaaS), Siebel, and knowledge sharing and analytics. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
