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Building The Collaborative Enterprise to Improve Customer Relationships
I have challenged some of the hype about the social enterprise because I feel “social” gives the wrong impression. For most people, social media is predominately about being social. While everyone...
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Zeacom Enters the Growing Enghouse Interactive Contact Center Solution Empire
I recently wrote a blog post about how Enghouse Systems is expanding its portfolio of contact center vendors, and another detailing more about what capabilities its products support. I noted that its...
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Linking Customer Feedback and Business Benefits
Many organizations collect customer feedback, but my recent research into customer feedback management shows that most have yet to take advantage of modern techniques. The research shows that companies...
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Best Practice Customer-Related Metrics
Customers have always been important to companies, but what are the best metrics to measure the success of customer-related activities, and how well companies meet customer expectations? At the...
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Verint Advances Integration and Interactivity for Workforce Optimization
In early 2012 I wrote a blog post about how Verint was overcoming some of its product integration issues by using an information-driven approach that allows users to drill down from key performance...
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Customer and Contact Center Management Research Agenda for 2013
Despite the recession, 2012 was a busy year in the contact center, customer service and customer experience markets. Ventana Research completed four benchmark research studies into customer...
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2013 Direction of Technology for Customer and Contact Management
At the beginning of 2012 Ventana Research predicted that six major technologies would have an impact on the provision and supply of IT systems, and that these would bring about innovation in the way...
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Companies Miss the Point of Voice of the Customer (VOC)
The majority of companies think it is important to collect customer feedback, according to my recent research into customer feedback management, and they put that feedback to an average of five uses,...
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Genesys Acquires Angel.com to Advance Contact Centers
The first positive signs for the “the new Genesys” emerged just 100 days after its sale by Alcatel was completed last year, and those positive signs have continued. The company has not only maintained...
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Three Unified Communications Trends in Evidence at UCExpo 2013
I recently attended the Unified Communication Expo exhibition and conference in London to find out how much communications has been changing. As I entered the exhibition center the first thing I...
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Welcome to the 2.0 World of Technology Marketing
Like me, you have no doubt spotted the propensity for software vendors and consultants to call anything new “2.0”; for example, we have ERP 2.0 and CRM 2.0. Just recently during a joint Aspect and...
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IBM Launches Customer Experience Lab
IBM recently announced its new Customer Experience Lab. During a briefing I learned that the lab is a response to what IBM discovered by interviewing more than a thousand CMOs, who are concerned about...
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Astute Solutions Supports Integrated Approach to CRM
Like all analysts, I have a series of classifications to help group together vendors with similar capabilities. My challenge is to create categories that align with most users’ expectations so I don’t...
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NICE Systems Leading Change at Interactions 2013
I recently attended NICE Systems’ annual user conference, this year called Interactions 2013. In discussions of its different products and latest releases and testimonials from selected clients, I was...
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Interactive Intelligence Reveals Ambitious Plans for Customer Service
At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased its extensive product portfolio and its ambitious plans to improve the products both technically and...
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SAS Aligns Marketing and Customer Intelligence
I recently attended SAS’s European analyst event, where I went to focus on new developments around customer intelligence, an application of big data that SAS includes in its high-performance analytics...
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Verint Brings New Business Solutions to Optimize Customer Relationships
Earlier this year I wrote that Verint Systems, which makes workforce optimization and analytics products for customer engagement, has changed its focus from individual product capabilities to packaged...
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Confirmit and Voice of the Customer Software
The last time I was briefed by Confirmit it had just acquired CustomerSat and, in addition to undergoing a number of internal developments, was transitioning from supporting market research, customer...
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ResponseTek Goes Mobile for Customer Insight
ResponseTek is a well-established player in the marketing and customer feedback markets. It has four products that cover market research, customer feedback, knowledge management and media monitoring,...
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Verint Utilizes Voice and Feedback to Advance Employees and Customer...
Verint has been a major player in the workforce optimization and voice of the customer (VoC) feedback markets for several years. As I noted in a previous analysis, its major challenges stem from the...
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