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Entries Tagged ‘cloud’

Why Speech Analytics Is a Must Have

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed […]

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It’s OK to Get Personal with Your Customers

Personalization has become a cornerstone for building brand loyalty today.  Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast. Dick Bucci of Pelorus Associates explores how Verint’s acquisition of Contact Solutions advances the Verint portfolio with the addition of cloud-based solutions that enhance voice and mobile […]

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Now Is the Time for My:Time

Every now and then an idea comes along that makes you wonder why somebody didn’t think of it sooner. Have you ever been in the middle of an online interaction and were interrupted or had to leave the self-service session to look up information? This happened to me when I was trying to renew my […]

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Four Reasons Why Speech Analytics Can Help Keep You Ahead of the Pack

In the customer engagement center market, one technology continues to stay hot—and that’s speech analytics. Not only is it critical to the future of better understanding the customer journey when combined with other technologies—such as enterprise feedback management and text analytics—speech analytics is also a top priority as a best-of-breed solution on its own. Speech […]

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Verint + Contact Solutions: Taking Omnichannel Engagement to New Heights with Real-Time, Contextual Self-Service

Today, we’re pleased to announce Verint’s acquisition of Contact Solutions, a leading provider of cloud-based voice and mobile customer care solutions. Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less effort. With a rich history and dynamic customer base, Contact Solutions provides real-time, contextual voice and mobile self-service solutions. Behind […]

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Top 5 Predictions for Government and Public Sector Customer Service, Part 2 – 2016 Predictions

Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy! Digital First Software Rationalization 2015 was meant to be a year of optimism but economic difficulties in countries around the globe have dampened things, leading to a […]

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A Refreshing Year Ahead

This is the time of year that many of us start to wonder what the year ahead holds for the contact center industry. This year, instead of wondering, pondering, guessing and speculating about what could happen in 2016, we decided to take a more scientific approach to our conjectures. This approach included conducting a research […]

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