Interactive Intelligence Doubles Down on Cloud Computing
Six months ago I wrote that Interactive Intelligence bases its product strategy on…
Diabolocom Provides Customer Interaction in the Cloud Solution
In our benchmark research into contact centers in the cloud, nearly two-thirds…
ResponseTek Makes Customer Experience Management Simple and Sophisticated
ResponseTek is a software vendor whose platform and services help companies collect and…
OnviSource Opens Up Workforce Optimization for Contact Center Excellence
OnviSource is a 10-year-old vendor of workforce optimization software whose core product,…
Is NPS the Best Measure of Customer Experience?
Recently my colleague Tony Cosentino wrote an analyst perspective asserting that big data…
Upstream Works Helps Customer Service Agents Improve Efficiency and Effectiveness
My research and experience show that contact center agents and others handling…
NICE Systems Engages Analytics to Optimize Customer Experience
NICE Systems is an established vendor of workforce optimization products that has long…
In the Digital Economy, the Customer Experience Is Critical
Advertising and marketers tell us we now live in a “digital economy.”…
Nexidia Brings Compliance and Process Management to Interaction Analytics
Nexidia is a leading vendor of speech analytics vendor. I recently wrote about…
Tracking the Customer Journey Is Critical for Engagement
Competition for customers is more intense today than ever before, and companies…