In an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges -- improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and...
The movement to Internet protocol-based phone systems and contact centers is in full swing. This is great news for smaller businesses, since standards-based IP networks offer far more flexibility and capabilities for much lower costs than their TDM predecessors. As a bonus, the protocol that runs th...
Autonomy has introduced a new contact center application, the Intelligent Contact Center, which provides a range of higher-end capabilities, including the ability to detect anger or emotion in a call, multichannel analysis at the point of interaction and real-time agent support. The rollout, Autonom...
Avaya on Thursday made two related announcements: the acquisition of enterprise mobility software maker Traverse Networks; and a new product strategy centered around unified communications. Avaya's unified communications solutions give corporate users easy access to all of their communications appli...
A new product from eTalk, Qfiniti Assist, provides contact center agents with knowledge management support while they are on the line with a customer. The tool combines speech recognition and enterprise search technology to identify the information the agent needs in order to answer a client's quest...
Just as many companies that adopted CRM applications years ago often failed to use the data they collected, call centers that tape inbound calls for regulatory compliance and quality assurance often lack the time and the staff to listen to the calls and learn from them. Enter speech analytics softwa...
It is not a given that people dislike automation. When ATMs began to proliferate during the early 1980s, people flocked to them. Ask the average person about interactive voice response (IVR) systems, however, and he or she likely will rattle off at least one Kafkaesque story that induced near-homici...
Significantly
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Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data
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