Customer Engagement Analytics Getting Simpler with Verint
Verint is a well-established vendor of workforce optimization systems. It recently acquired KANA…
Interactive Intelligence Innovates in the Cloud for Contact Centers
Interactive Intelligence is a well-established supplier of contact center systems and just celebrated…
IBM Enables Business Innovation from 21st Century Technology
Those of us who have been in the technology industry for many…
IBM Brings Sophistication to Customer Analytics and Prediction
During recent IBM analyst big data event, I learned about a new…
Customer Analytics Deserve More Than Spreadsheets
I recently completed two closely related benchmark research reports, on next-generation customer engagement and next-generation…
NICE Delivers Customer Interactions with Next Generation Workforce Optimization
In my research of NICE Systems for several years I have remarked…
The Future of Customer Engagement Is Complicated
In my benchmark research into next-generation customer engagement three-quarters (77%) of participating companies said…
Companies Struggle to Engage with Customers Digitally
If you stop to compare communication preferences of the past to those…
IBM Social Business Bets on Key Application and Technologies
I recently attended an IBM event about its new social business products and services.…
Nexidia Advances Customer Interaction Analytics
Nexidia is best known as a vendor of speech analytics. It was one…