RichardSnow

26 Articles

Interactive Intelligence Doubles Down on Cloud Computing

Six months ago I wrote that Interactive Intelligence bases its product strategy on…

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Diabolocom Provides Customer Interaction in the Cloud Solution

In our benchmark research into contact centers in the cloud, nearly two-thirds…

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ResponseTek Makes Customer Experience Management Simple and Sophisticated

ResponseTek is a software vendor whose platform and services help companies collect and…

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OnviSource Opens Up Workforce Optimization for Contact Center Excellence

OnviSource is a 10-year-old vendor of workforce optimization software whose core product,…

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Is NPS the Best Measure of Customer Experience?

Recently my colleague Tony Cosentino wrote an analyst perspective asserting that big data…

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Upstream Works Helps Customer Service Agents Improve Efficiency and Effectiveness

My research and experience show that contact center agents and others handling…

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NICE Systems Engages Analytics to Optimize Customer Experience

NICE Systems is an established vendor of workforce optimization products that has long…

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In the Digital Economy, the Customer Experience Is Critical

Advertising and marketers tell us we now live in a “digital economy.”…

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Nexidia Brings Compliance and Process Management to Interaction Analytics

Nexidia is a leading vendor of speech analytics vendor. I recently wrote about…

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Tracking the Customer Journey Is Critical for Engagement

Competition for customers is more intense today than ever before, and companies…

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