Cloud Computing
1461 views

Interactive Intelligence Doubles Down on Cloud Computing

RichardSnow - March 16, 2016

Six months ago I wrote that Interactive Intelligence bases its product strategy on continued support of its three core products: CIC, CaaS and PureCloud. (more…)

Uncategorized
988 views

Diabolocom Provides Customer Interaction in the Cloud Solution

RichardSnow - December 23, 2015

In our benchmark research into contact centers in the cloud, nearly two-thirds (63%) of companies said that adopting applications in the cloud would enable them to improve…

Uncategorized
888 views

ResponseTek Makes Customer Experience Management Simple and Sophisticated

RichardSnow - October 12, 2015

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…

Uncategorized
912 views

OnviSource Opens Up Workforce Optimization for Contact Center Excellence

RichardSnow - August 5, 2015

OnviSource is a 10-year-old vendor of workforce optimization software whose core product, OnviCenter 7, includes interaction capture, quality monitoring, workforce management, coaching and training, and workforce analytics.…

Uncategorized
1318 views

Is NPS the Best Measure of Customer Experience?

RichardSnow - July 31, 2015

Recently my colleague Tony Cosentino wrote an analyst perspective asserting that big data analytics will displace net promoter score (NPS) for more effectively measuring the entire customer experience.…

Uncategorized
1168 views

Upstream Works Helps Customer Service Agents Improve Efficiency and Effectiveness

RichardSnow - July 16, 2015

My research and experience show that contact center agents and others handling customer interactions face the continuing challenge of meeting customer expectations while keeping down the cost…

Uncategorized
920 views

NICE Systems Engages Analytics to Optimize Customer Experience

RichardSnow - May 14, 2015

NICE Systems is an established vendor of workforce optimization products that has long included analytics in its portfolio. Its latest release in this area, NICE Customer Experience Analytics,…

Uncategorized
1785 views

In the Digital Economy, the Customer Experience Is Critical

RichardSnow - April 20, 2015

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…

Uncategorized
833 views

Nexidia Brings Compliance and Process Management to Interaction Analytics

RichardSnow - April 1, 2015

Nexidia is a leading vendor of speech analytics vendor. I recently wrote about how it has enhanced its architecture to include text analytics and improve overall system performance.…

Uncategorized
1464 views

Tracking the Customer Journey Is Critical for Engagement

RichardSnow - February 27, 2015

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…