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…)
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…
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…
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.…
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.…
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…
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,…
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…
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.…
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…
