| Similar Articles |
|---|
 |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies.   |
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
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 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
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
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 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 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
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 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
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
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
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
March 2012
Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
CRM
November 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
CRM
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
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
June 21, 2012 |
IBM Launches New Class of Analytics Software IBM has released new predictive analytics software that automatically correlates and analyzes big data to help clients embed hyper-intelligence into every business decision. |
CRM
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
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
August 2012
Van der Linden & Jain |
Bringing Science to the Art of Sales Seven principles for boosting business through analytics. |
CRM
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
CRM
August 10, 2015 |
MindStream Analytics Partners with Lavastorm The partnership will provide analytics software and related consulting services. |
CRM
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
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
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
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. |
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. |
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
April 2015
Maria Minsker |
Predictive and Prescriptive Analytics Peek into the Future A symbiotic relationship is key to a successful business intelligence ecosystem. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
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
December 2010
Robert Wollan |
Analyzing the New Customer Customer analytics are emerging as a competitive advantage |
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
December 10, 2013 |
SAP Releases SAP InfiniteInsight Solution SAP InfiniteInsight predictive analytics leverages technologies gained in the acquisition of KXEN. |
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
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
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
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
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
August 22, 2014
Sean Gordon |
5 Ways Small Data Can Be More Valuable than Big Data Real-time information lets your business act more quickly. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
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. |
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. |
