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CRM
July 22, 2015 |
HeyWire Joins the Interactive Intelligence Marketplace HeyWire's texting applications are now fully integrated with Interactive Intelligence's Customer Interaction Center.   |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CRM
April 16, 2015 |
Zappix Launches Visual IVR Big Data Analytics Zappix Visual IVR now includes a big data analytics suite, allowing companies to get a true picture of multichannel interactions. |
CRM
February 1, 2011 |
Interactive Intelligence Offers Integration with IBM Lotus Sametime Interactive Intelligence is offering integration of its all-in-one IP communications software suite, Customer Interaction Center, with IBM Lotus Sametime. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
October 17, 2011
Leonard Klie |
Interactive Intelligence to Launch Cloud-based Communications Trial Program Quick Spin program designed to further reduce risk of migrating to communications-as-a-service. |
CRM
September 25, 2015
Leonard Klie |
Zappix Expands Global Support for Its Visual IVR Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages. |
CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. |
CRM
September 2011
Leonard Klie |
Call Center Software Opens A Window of Opportunity Blinds.com improves bottom line and organizational efficiency with new phone systems |
CRM
April 2014
Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
October 20, 2010
Juan Martinez |
Interactive Intelligence Collects Latitude Software for $14 Million In an effort to expand its position in the collections vertical, Interactive Intelligence recently acquired Latitude Software, a provider of debt-collection software and services. |
CRM
January 8, 2015
Oren Smilansky |
Interactive Intelligence Adds Directory to Its PureCloud Collaboration System The software and services provider's new cloud service is designed to foster collaboration in the enterprise. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
Managed Care
August 2004 |
25% of Provider Calls Now Automated Interactive voice response phone systems are being used increasingly by health plans in their dealings with with providers, but much less so for interactions with members, according to a study. |
The Motley Fool
April 26, 2011
Anders Bylund |
Interactive Intelligence Shares Plunged: What You Need to Know Shares of voice over Internet protocol technologist Interactive Intelligence got a bad signal today, falling a precipitous 14.8% as of this writing on heavy volume, and might go lower still when the day is done. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
July 9, 2015 |
Zappix Launches Visual IVR Survey Tool The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions. |
CRM
March 2007
Ian Jacobs |
Gethuman? Get Real. Arising from consumers' growing hostility toward interactive voice response systems, this new project's standard could work to deepen, not reduce, consumer dissatisfaction. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
Bank Systems & Technology
May 1, 2006
Maria Bruno-Britz |
Oracle's Plan Comes Together The software vendor leverages recent acquisitions for a foray into the business intelligence technology ring with the release of its Business Intelligence Suite. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
CRM
June 6, 2011
Leonard Klie |
Nuance Launches Complete Care Multichannel Solutions Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care. |
CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing. |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
CRM
August 29, 2010
Scott Brave |
The Social Work of Social CRM Collective intelligence can find a needle in a haystack. |
CRM
November 2013
Patrick Gibbons |
Hungry for Customer Intelligence Customer experience professionals must satisfy appetites company wide. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
Entrepreneur
February 2010
Dan O'Shea |
Call Centers Go Virtual A VoIP service provider that's really more of a virtual call-center enabler |
CRM
May 2012
Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. |
CRM
May 1, 2006
Coreen Bailor |
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. |
CRM
February 1, 2007
Walter Rolandi |
Decrease IVR Hang-Ups Want a more effective interactive voice response system? Here are a few rules that can help prevent customer loss. |
CRM
January 1, 2008
David Myron |
'Your Call Automation Sucks' What one company learned after overhauling its interactive voice response system can provide useful lessons as you adopt Web 2.0, CRM 2.0, and social networking strategies. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
Wall Street & Technology
June 23, 2008
Melanie Rodier |
SOA Threatens Security With customers accessing systems themselves through Internet banking and other self-serving channels, core systems are vulnerable to security threats. |
CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all. |
CRM
November 2005
Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
Information Today
January 5, 2009 |
SEC Approves Requirement of Interactive Data for Financial Reporting With interactive data, all of the facts in a financial statement are labeled with unique computer-readable "tags," which function like bar codes to make financial information more searchable on the internet. |
CRM
October 2012
Leonard Klie |
IVR Gives This Pharmacy a Healthy Boost TalkRx keeps a small, family-owned drugstore chain competitive with national rivals. |
CRM
November 15, 2010
Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
