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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
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
CRM
June 1, 2007 |
The Pulse: Does Your Company Use or is it Planning to Use Speech Analytics? A chart depicting the results of this reader poll: We currently use speech analytics: 56%... We are planning to implement speech analytics in 2007: 1%... etc. |
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 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
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
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
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 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
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? |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
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 |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
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
August 2007 |
The Voices of Reason Now enterprises can use technology to help employees search voicemails or recorded calls for key words and phrases, and, in the end, to decode important customer concerns. |
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
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
June 1, 2007 |
Statistically Speaking North American businesses will spend $23.9 billion in 2007 on business intelligence... More than 56% of companies with annual revenues of $50 million or more are planning double-digit percentage increases in search marketing budgets... etc. |
CRM
November 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
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. |
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
August 2012
Van der Linden & Jain |
Bringing Science to the Art of Sales Seven principles for boosting business through analytics. |
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
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
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 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
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
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
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
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Rising Stars - Nexidia (The Wordsmith) Nexidia is one of the few companies able to decipher speech analytics and make the technology relevant to the contact center. |
CRM
August 10, 2015 |
MindStream Analytics Partners with Lavastorm The partnership will provide analytics software and related consulting services. |
CRM
June 1, 2006 |
destinationCRM Dashboard Speech Analytics Will Be Listening... NetSuite Episode 11: Revenge of the Suite... Airlines' Customer Service Stays Grounded... Salesforce.com Makes a Mobility Move... etc. |
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
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
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
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. |
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 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
February 4, 2013
Judith Aquino |
SAS Rolls Out Visual Analytics for Work Groups and Midsized Businesses Self-service option includes analytics, reporting, and visualization capabilities. |
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. |
InternetNews
October 6, 2005
Sean Michael Kerner |
Microsoft Buys Speech Support Microsoft's Speech Server will tap new technology to help facilitate adaptive learning. |
CRM
March 2012
Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
CRM
December 2013
Sri Sridharan |
Customer Analytics: Moving Slowly Toward Maturity Striving for analytics gold is not a sport for amateurs. |
CRM
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
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. |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
CRM
June 2013
Kelly Liyakasa |
Executive Demand for Data Analysis Grows CEOs re-evaluate enterprise roles, strategies to tie analytics to business values. |
CRM
October 20, 2011
Leonard Klie |
Avaya Acquires Speech Analytics Vendor Aurix Acquisition will enable Avaya to add speech analytics to contact center and unified communications portfolio. |
