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InternetNews
March 19, 2010
Larry Barrett |
IBM Teams With Assurant for Call Center Offering Big Blue is dialing up customer service with a new algorithm-based technology developed with Assurant that aims to improve the quality of customer service at call centers.   |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
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
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
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
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
July 2003
Ginger Conlon |
Using Efficiency to Create Loyalty Sporting a plethora of new modules and new functionality, Amdocs ClarifyCRM Release 12 is designed to be "an end-to-end system that will help companies develop customer loyalty," says Peter Hurst, vice president of marketing. |
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
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
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
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 23, 2013
Hertz et al. |
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. |
CRM
March 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
CIO
July 30, 2014
Stephanie Overby |
Analytics Project Wins New Business for Insurance Company Insurer Bankers Financial wins a CIO 100 award for a new system that helps sales agents generate more accurate quotes that customers are more likely to accept. |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
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 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
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
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 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
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 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
CRM
August 10, 2015 |
MindStream Analytics Partners with Lavastorm The partnership will provide analytics software and related consulting services. |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
Insurance & Technology
August 13, 2009
Anthony O'Donnell |
IBM's SPSS Acquisition May Speed Insurers' Adoption of Predictive Analytics The addition of SPSS to IBM's capabilities rounds off the vendor's offering at a time when insurers are poised to invest more heavily in predictive analytics, according to industry analysts. |
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
March 2013
Kelly Liyakasa |
SMBs Seek Enterprise-Class Predictive Analytics Simple and adaptive solutions can reduce costs and improve profitability for small companies. |
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. |
Insurance & Technology
July 28, 2009
Anthony O'Donnell |
IBM to Acquire SPSS IBM's $1.2 billion bid to acquire the Chicago-based business analytics vendor is expected to close later this year. |
Insurance & Technology
January 21, 2009
Anthony O'Donnell |
Assurant's VerifyIns Site Drives Online Sales Success Rental insurance confirmation site supports partnerships with property management companies that deliver new insurance business to Assurant Special Property. |
CRM
May 2013
Kelly Liyakasa |
Predictive Analytics: The Futurists' Formula Unlock customer insights that increase sales. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
March 2015
Maria Minsker |
The 2015 CRM Rising Stars: NICE Systems Innovates with Real-Time Analytics The veteran vendor is this year's comeback kid. |
CIO
December 26, 2014
Mary K. Pratt |
5 Things CIOs Should Know About Prescriptive Analytics First there was descriptive analytics, then predictive analytics. The next step is prescriptive analytics, which actually tell you the best action to take. |
CRM
April 2011
Denis Pombriant |
An Unlikely Pairing: Analytics and Video These technologies will play a bigger role in everyday business processes and mobile devices. |
InternetNews
December 29, 2010 |
Software Year in Review: Top BI and Analytics Stories of 2010 Business intelligence and analytics have remained hot even as the rest of the economy has cooled. |
CRM
June 16, 2010
Juan Martinez |
Did Web Analytics Just Become One of IBM's Core Values? The clickthroughs of Web analytics are certainly clicking these days - in more ways than one. |
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. |
Information Today
December 16, 2014 |
IBM Releases Freemium Version of Watson Analytics IBM rolled out a public beta version of its cloud-based IBM Watson Analytics service. |
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
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
InternetNews
August 26, 2010 |
Deloitte Finds Shortfall in Business Analytics Despite the steady proliferation of business analytics and intelligence technology, a large portion of technology firms and other companies are still housing information in separate buckets, according to a new survey from Deloitte. |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Analytics Are Becoming Increasingly Important Tools in Banks' Customer Retention Strategies Predictive analytics tools are helping banks understand customers' behaviors and meet their unique needs with tailored products and services, improving customer retention as a result. |
CRM
September 2012
Hamelin et al. |
How Analytics Makes Us Smarter Turn information into insight. Data is like an uncut diamond. It needs a lot of work to obtain value in the marketplace. |
