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CallMiner's newest speech analytics solution, CallMiner Eureka!, is aimed at helping organizations understand why customers call and how calls are handled.
CRM Featured Articles,
Posted 21 Mar 2007
Satisfaction ratings are falling for government Web sites as commercial sites raise the bar for online experiences; the private sector may have much to teach the public sector.
CRM Featured Articles,
Posted 20 Mar 2007
North American contact centers trail their counterparts throughout the world when it comes to areas like average wait times, establishing SLAs, and crafting business continuity plans.
CRM Featured Articles,
Posted 20 Mar 2007
Salesforce.com's Spring '07 release features AppSpace, a veritable on-demand lovechild of MySpace and AppExchange for the business user.
CRM Featured Articles,
Posted 19 Mar 2007
As part of the company's latest release, Nextance Proposal Management will improve the process and end result of preparing proposals.
CRM Featured Articles,
Posted 19 Mar 2007
The company expands its long-promoted speech recognition portfolio as it looks to build new voice-enabled customer service software and add speech to its Live Search engine.
CRM Featured Articles,
Posted 16 Mar 2007
Weaving speech-enabled apps into enterprise processes represents a transcendence of the contact center that will create more growth opportunities.
CRM Featured Articles,
Posted 15 Mar 2007
The company will grab enteo Software, which develops PC life-cycle management and Citrix management solutions; the deal is strategically sound and a "competitive necessity," says one analyst.
CRM Featured Articles,
Posted 15 Mar 2007
Too many measurements, however, or too few mean failed CRM, according to an industry analyst at this year's BI Summit.
CRM Featured Articles,
Posted 14 Mar 2007
At day two of Convergence Microsoft deepens Dynamics' vertical investments by announcing an acquisition and a new ISV certification program to deliver industry-relevant software to customers.
CRM Featured Articles,
Posted 14 Mar 2007
The company debuts SharePoint Server 2007 along with other announcements as it begins to focus on molding the Dynamics product line into a fully integrated suite solution.
CRM Featured Articles,
Posted 13 Mar 2007
Adoption of on-demand solutions by SMBs continues to increase, but many smaller companies are still wary of the concept of software-as-a-service, according to a new study.
CRM Featured Articles,
Posted 13 Mar 2007
The on-demand sales compensation management vendor announces sales-driven analytics and more, along with a roadmap for diversified offerings.
CRM Featured Articles,
Posted 12 Mar 2007
Small and medium businesses are quick adopters of Web 2.0, fueled by cost and performance pressures, according to a new study from AMI.
CRM Featured Articles,
Posted 12 Mar 2007
The open source provider expands the number of databases it supports and adds e-commerce capabilities; it's part of the product's evolution, according to one analyst.
CRM Featured Articles,
Posted 09 Mar 2007
Gartner finds that the rapidly expanding SaaS market will force service providers to position themselves in preparation for the quickly changing landscape of IT software.
CRM Featured Articles,
Posted 08 Mar 2007
A new study shows that WFM and WFO technologies have come a long way, and will go even farther in smaller contact centers with SaaS.
CRM Featured Articles,
Posted 08 Mar 2007
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
CRM Featured Articles,
Posted 07 Mar 2007
BT Group and Avaya's hosted contact-center technology gives customers the option to ramp up, scale down, and distribute offsite centers; the service could prove a telco's greatest strengths are its applications.
CRM Featured Articles,
Posted 07 Mar 2007
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