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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
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
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
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
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 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
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
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
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
CRM
March 10, 2011
Brittany Farb |
Workforce Optimization Gets Optimized DMG research shows innovation and growth to continue in the WFO market through 2013. |
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
March 2014
Donna Fluss |
Speech Analytics Is an Enterprise Change Agent Expanding beyond the contact center is a challenge to overcome. |
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
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
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
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
April 2010
Christopher Musico |
Speech Analytics Why speech analytics is starting to get a little more than recognition. |
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
November 2013
Donna Fluss |
Suite Versus Best-of-Breed: Is Less Really More? When not all solutions are created equal, choosing one is no easy task. |
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
February 1, 2008
Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. |
CRM
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
February 2010
Donna Fluss |
Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk. |
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
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
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
October 28, 2011
Leonard Klie |
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. |
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
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
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
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
October 11, 2013 |
LogMyCalls Releases Conversation Analytics Conversation Analytics tracks what happens on the call and extracts marketing and sales data. |
CRM
March 2015
Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
Registered Rep.
April 1, 2008 |
Raymond James Financial Services A conversation with Dick Averitt, chairman and CEO of Raymond James Financial Services in St. Petersburg, Florida. |
CRM
August 1, 2007
Colin Beasty |
Tech Solution: Internet Marketing Solutions Internet marketing solutions from marketing automation vendors are now measuring key performance indicators from business intelligence solutions, Web analytics tools, and cross-channel campaigns to allow companies to optimize online advertising and campaign tracking. |
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
August 2012
Van der Linden & Jain |
Bringing Science to the Art of Sales Seven principles for boosting business through analytics. |
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
May 1, 2007
Colin Beasty |
Required Reading: Analytics: A Winning New Way In Competing on Analytics: The New Science of Winning, Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes. |
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
November 12, 2012
Judith Aquino |
Attensity Rolls Out Analytics Suite for Product Launches The New Product Introduction solution lets marketers track online sentiment around new releases. |
CRM
November 2012
Leonard Klie |
Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face. |
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
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 12, 2013
Jessica Valenzuela |
Make Big Data Equal Big Sales Mobility is the modern-day pocketknife for sales reps. |
The Motley Fool
April 12, 2007
Tom Taulli |
Google Dials Into Directory Assistance The online giant aims to disrupt another billion-dollar business, this time in the directory assistance space. While billions in local advertising dollars may hang in the balance at present, the growing competition could weigh on pricing and market share potential. |
