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NICE Systems Addresses Fraud in Contact Centers
Back in 2007 when NICE Systems acquired Actimize I wondered how long it would be before someone figured out how to use the company’s fraud detection systems in contact centers. The answer is now, as...
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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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Best Practices and Benefits from Using a Customer Service Agent Desktop
My research into the customer service agent desktop shows that most centers expect a lot of their contact center agents: more than half (59%) handle between two and five different services (such as...
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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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Verint Announces Real-Time Personalized Guidance
Recently Verint announced a new development in its workforce optimization suite Impact 360 Workforce Optimization that it calls Personalized Guidance. It aims to improve the customer experience by...
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Enghouse Interactive Advances Multichannel Customer Interactions
I recently wrote how Enghouse Interactive is building a portfolio of products to support contact center in the cloud. The foundation of all its products is the handling of interactions through a...
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NewVoiceMedia Expands Globally to Advance Contact Center in the Cloud
NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and...
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OnviSource Joins-Up Customer-Related Processes
OnviSource is best known for its OnviCenter Product Suite, which includes what is commonly referred to as workforce optimization (recording, quality, monitoring, workforce management, analytics) plus a...
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Cisco Advances Customer Interactions and Collaboration in Contact Center
Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact...
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Transera Uses Big Data for Customer Engagement Analytics
Transera is an established contact center in the cloud vendor with in-depth interaction routing capabilities. During a recent briefing I learned that it has now supplemented these capabilities by...
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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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Clarabridge Operationalizes Text Analytics for Better Customer Experience
Clarabridge is a well-known text analytics vendor that markets its products under the banner of customer experience management. As I wrote last year, its products allow organizations to take a...
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Salesforce.com Helping Organizations Achieve Customer Excellence
I recently wrote that Salesforce.com was a vendor to watch during 2013, and during a recent briefing I heard more messages that support this view. First there was confirmation about financials. Even...
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Taking Advantage of a New Generation of Customer Analytics Using Big Data
Organizations have been talking about how to effectively analyze customer data for more than three decades. This has evolved into a desire for a “360-degree view of the customer” – a comprehensive...
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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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Companies Need Effective Contact Center Analytics
I began my involvement with contact centers – actually they were called call centers in those days -more than 20 years ago. I quickly learned that almost everyone involved in running a contact center...
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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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