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ResponseTek Makes Customer Experience Management Simple and Sophisticated
ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it,...
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Calabrio Supercharges Workforce Optimization with Analytics for Customer...
Calabrio is a vendor of workforce optimization software whose core product is Calabrio ONE. It includes the common workforce optimization applications: call recording, quality management, workforce...
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NICE Delivers Customer Journey Maps for Customer Engagement
Through a continuing program of acquisitions and internal development, NICE Systems has transitioned from being a vendor of workforce optimization systems to one focused on aspects of the customer...
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Corvisa Brings New Generation of Contact Center Communications in the Cloud
Contact centers in the cloud are increasingly popular alternatives to managing them on a company’s own premises. Running many business applications on hardware owned and managed by a third party is...
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Salesforce.com Helps Companies Innovate in Customer Management
In recent years I have tracked salesforce.com, its product development and its announcements. Despite having grown into a giant corporation, it continues to introduce innovations. At a recent analyst...
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Genesys Advances Omnichannel Experience for Customer Engagement
I recently wrote about six technologies that can help companies deliver experiences that live up to their customers’ expectations: an integrated multichannel infrastructure, analytics, a smart agent...
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Verint Introduces Gamification Software to Motivate and Engage the Workforce
Some new words can give the wrong impression. Take “gamification,” for example. It may sound as if employers are inviting their employees to play games just for fun, when actually this is a technique...
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In the Digital Economy, the Customer Experience Is Critical
Advertising and marketers tell us we now live in a “digital economy.” That implies the economy is based on and depends on digital technologies. It certainly is true that many consumers, especially...
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New Research to Examine Best Practices in Customer Interactions and...
In 2013, Ventana Research carried out groundbreaking benchmark research into contact centers in the cloud. It revealed that customer pressures have forced companies to support an increasing variety of...
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Verint Engages on Customer Engagement
In covering Verint for several years I have watched it go from selling call recording systems to adding workforce optimization software, analytics, and support for multiple channels of interaction with...
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Enghouse Interactive Expands Portfolio of Contact Center Systems
Enghouse Interactive is one of three divisions of Enghouse Systems, a publicly traded Canadian company founded in 1984. The other two divisions provide network technology to telecommunications...
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Tracking the Customer Journey Is Critical for Engagement
Competition for customers is more intense today than ever before, and companies struggle to differentiate themselves from the competition. Our research repeatedly finds that customer experience is a...
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Verint Advances Feedback Management to Improve Customer Experience
Verint entered the enterprise market for customer feedback management when it acquired Vovici in August 2011. Since then the Vovici products have been integrated into Verint’s Customer Engagement...
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Genesys and Workforce Optimization
Genesys is best known as a provider of contact center management systems and has long provided computer/telephony integration (CTI) and single-queue call routing systems. Over the past few years it has...
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Research Agenda: Customer Technology for 2015
I recently wrote about customer experience lessons I learned during 2014 and the technologies required to deliver EPIC experiences. Both of these analyses focus on the people, processes, information...
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New Generation of Recurring Revenue and Billing Inspired from Cloud Computing
Much has been written about how cloud computing changes the way businesses source their software and services. For software companies, instead of being installed inside the company, software like...
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NICE Systems Closes Voice of the Customer Loop
NICE Systems is best known for its suite of workforce optimization products [http://www.nice.com/workforce-optimization-lobby] that I recently assessed. However, after attending its user event last...
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InContact Advances Workforce Optimization for Contact Centers
InContact has cloud-based products that cover multichannel communications infrastructure (sometimes referred to as a “contact center in the cloud”) and workforce optimization. The channel management...
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Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience
I recently presented at the 2014 ICMI Contact Center Expo and Conference and have a few insights I want to share. I was impressed by the two main keynote speeches. In the first Bill Rancic, an...
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NICE Delivers Customer Interactions with Next Generation Workforce Optimization
In my research of NICE Systems for several years I have remarked often that its biggest challenge is to integrate all the products that now make up its Customer Interaction Management suite. Through...
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