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Biographical Information
Leonard Klie
Senior News Editor, CRM and Speech Technology magazines
212-251-0608, ext. 110
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Len is responsible for assigning and editing content for CRM and Speech Technology magazines and their related Web sites, eNewsletters, and other materials. He writes at least one feature and case study and compiles the Insight section in each issue and contributes to daily news coverage and blog postings on the Web site. Len got his start in journalism 20 years ago. Various reporting, photography, and editing roles at several weekly newspapers in the New York metropolitan area preceded his switch to trade publishing. He has served as the managing editor at publications covering foodservice and recreational activities for U.S. military and government entities, and at college campuses around the country. Immediately prior to joining the Speech Technology staff in November 2006, he served as managing editor at Food Logistics magazine, covering the warehousing and transportation of food and related products in the retail supermarket and foodservice industry. An award-winning writer and editor, Len is a graduate of Marist College in Poughkeepsie, N.Y., where he earned a bachelor's degree in communications, with a concentration in journalism. He also has minors in Spanish and history.
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Switching rises in eight out of 10 industries; loyalty programs do not wield big influence, Accenture reports.
Posted 10 Feb 2012
New patent covers call back disposition and re-evaluation in a IVR-based customer care.
Posted 08 Feb 2012
Under its new ownership, the company will enhance its core product portfolio and strengthen its offerings in cloud computing, analytics, workforce optimization, process workflow, and social engagement.
Posted 01 Feb 2012
This generation's size and spending power doesn't rival other generations, but its presence and influence should not be ignored.
Business analytics return $10.66 for every dollar spent; CRM systems return $5.60.
E-commerce apps are a big piece of the development landscape.
Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds.
An analyst firm predicts that mobile shopping will create a multibillion-dollar industry for credit card companies, online retailers, and mobile operators.
Vocantas IVR helps Avila University reach out to students in danger of transferring or dropping out.
New platforms enable SMBs to offer help desks that are integrated with social media, email, chat, and phone.
Posted 31 Jan 2012
New research also finds a growing number of utilities share information about service issues with customers via social media.
Posted 27 Jan 2012
The campaign management and outbound notification app is the first Voxeo Connect Certified Partner application.
Posted 24 Jan 2012
The new product suite offers a comprehensive set collaboration capabilities for consumer-oriented mobile devices.
Posted 11 Jan 2012
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
Posted 06 Jan 2012
Customer interaction technologies should support one another, not compete
The Canadian home décor and furniture-protection products provider gains a 28 percent sales increase with Sage SalesLogix
The Internet search firm's new sales portal is built around Salesforce's Force.com and Chatter platforms
Cloud technologies and social networking will drive future demand
Forrester research finds companies lack integration across channels
Voxeo Connect offers resellers and system integrators new revenue opportunities and a competitive edge.
Posted 13 Dec 2011
Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds.
Posted 09 Dec 2011
The deal expands IBM's cloud-based analytics offerings and beefs up its Smarter Commerce portfolio.
Posted 08 Dec 2011
New Contact Center Solutions deliver social media monitoring and enable agents to serve customers from anywhere using any device.
Posted 05 Dec 2011
Average call wait times were 139 percent higher for the top 25 retailers on those two days than normal.
Posted 02 Dec 2011
Speech technology can protect customer data against small-scale attacks.
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
A bill in Congress would allow for the delivery of time-sensitive information to mobile phones.
Rapid growth in the SaaS CRM market is paving the way for "Social CRM" adoption, says AMI.
A compensation broker reduces agent load with an automated FAQ tool.
Huntington Bank returned to profitability quickly by re-engineering its customer service processes.
With Model Metrics, Salesforce.com adds mobile and social expertise to accelerate the shift to the social enterprise.
Posted 15 Nov 2011
New research from the Temkin Group suggests companies are using the metrics data they collect.
Posted 11 Nov 2011
VoiceHub brings a speech recognition-based phone service to entrepreneurs, mobile workers, and small to medium businesses.
Posted 04 Nov 2011
Hiring, training, and technology are considered keys to raising the customer service standard.
Westpac Group installs Holly Connects platform to address customer service woes.
Can the Industry Deliver Integrated Support?
Spending in this segment will rival TV advertising by 2016.
Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions.
Posted 01 Nov 2011
The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features.
Posted 28 Oct 2011
Acquisition will enable Avaya to add speech analytics to contact center and unified communications portfolio.
Posted 20 Oct 2011
"Quick Spin" program designed to further reduce risk of migrating to communications-as-a-service.
Posted 17 Oct 2011
Sugar 6 becomes the first CRM product available through IBM's software-as-a-service platform.
Posted 14 Oct 2011
New SmarterTrack application is scalable across platforms and operating systems.
Posted 13 Oct 2011
A new company forms out of Digitas and offers solutions to help companies manage large data collections.
Posted 11 Oct 2011
Extended social business ecosystem solution features advanced analytics and business intelligence.
Posted 07 Oct 2011
A contact center executive at American Express takes a holistic approach to support
Better connections with customers and more efficient use of resources will drive future IT investments
The company plans to start charging merchants for customer data
Not even a threatened cancellation of the season could deter football's loyal customers
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
Rapid-growth in the SaaS CRM market is paving the way for "social CRM" adoption, says AMI.
Posted 30 Sep 2011
Assistly provides instant customer-service help desk applications that can be set up in minutes, adding to Salesforce's cloud portfolio.
Posted 22 Sep 2011
41 percent of all enterprise communications application users worldwide will migrate to the cloud by 2016.
Posted 20 Sep 2011
The new solutions are designed to steer customers to mobile smartphone apps for self-service.
Posted 13 Sep 2011
Benioff calls cloud computing the future of software and systems, Google's executive chairman agrees.
Posted 02 Sep 2011
Social Sign-On, Twitter Dashboards and Klout integration allow B2B marketers to capture, track, and score leads over social channels.
Posted 01 Sep 2011
Cloud-based call center technology is now available to Salesforce.com customers.
Posted 01 Sep 2011
Workforce optimization suites broaden their focus beyond the company
Responsys' third annual Email Design Look Book highlights strategies vital to marketers' future success
Investments in monitoring social media rise but still lag customers' use of it
IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products
Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report
Merced Systems helps reverse performance in just two years
Blinds.com improves bottom line and organizational efficiency with new phone systems
New offerings from the company make the social enterprise an easier goal to achieve.
Posted 31 Aug 2011
Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.
Posted 24 Aug 2011
The generation is heavily influenced by peer support for shopping decisions, according to the research.
Posted 19 Aug 2011
Prophecy adds HD audio and IPv6 and fax support while VoiceObjects brings greater scalability and ease of use.
Posted 12 Aug 2011
Better connections with customers and more efficient use of resources will drive future IT investments.
Posted 05 Aug 2011
VoiceForTwitter and VoiceForFacebook give a voice to social media by enabling businesses and consumers to post audio updates via their phones.
Posted 03 Aug 2011
The deal creates a comprehensive CRM solution with advanced knowledge management capabilities and integrated self-service.
Posted 29 Jul 2011
Accenture survey finds 80 percent of consumers expect customer services to be easier and more convenient.
Posted 27 Jul 2011
CRM can help firms struggling with longer selling processes
Opt-in consent required for emails and for tracking the online activity of Web site visitors
Research reveals how consumers will contact customer service within the next two years
Oracle generates biggest share of $16.5 billion in annual revenue
The combination will create a single voice-of-the-customer solutions provider with multichannel analytics, including speech, social media, Web chat, and enterprise feedback
Posted 20 Jul 2011
Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite.
Posted 15 Jul 2011
Online ERP and connected services for employers are among the company's new offerings.
Posted 13 Jul 2011
New contact center products enable companies to compete more effectively through personalized customer experiences across media channels
Posted 12 Jul 2011
Collaboration tools are among the features in this new application.
Posted 08 Jul 2011
YourBuzz helps businesses listen to and connect with customers across social channels.
Posted 01 Jul 2011
Mass-messaging systems help keep constituents informed
Many firms use analytics data inconsistently and rely on personal experiences when engaging customers
IBM's new High Capacity Appliance can analyze up to 10 petabyes of data
Posted 24 Jun 2011
Companies are likely to make mistakes in social media early on, but the key is to learn from them and move on, ACCE keynoter urges.
Posted 15 Jun 2011
Speakers urge companies to engage customers on their preferred channels, and with a set service mantra.
Posted 14 Jun 2011
Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model.
Posted 13 Jun 2011
Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels.
Posted 10 Jun 2011
Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care
Posted 06 Jun 2011
A new report suggests that new measures of value are needed so that organizations know how best to direct engagement efforts.
Posted 03 Jun 2011
CCC Loyalty View measures the amount of effort a customer has to expend to have his issue resolved.
Posted 27 May 2011
Regulations take affect today that require opt-in consent for email marketing and tracking the online activity of Web site visitors.
Posted 25 May 2011
HANA brings the speed of real-time computing to companies all over the world.
Posted 19 May 2011
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises
Online communities foster customer loyalty by doing what traditional contact centers cannot
Smartphones allow consumers to share their in-store experiences moments after they happen
Valued at $326 million, the acquisition brings social media monitoring platform to CRM giant
SAP puts the focus on the customer, on-premises, on-demand, and on-device.
Posted 18 May 2011
The company sees a large appetite among businesses for solutions offered on a fully hosted or software-as-a-service basis.
Posted 11 May 2011
The solution set, part of its Impact 360 product suite, combines all sources of customer interaction data into a single platform.
Posted 03 May 2011
Ten percent of customers can't be identified by automated customer service systems, driving down customer satisfaction.
Posted 02 May 2011
A new global trade group is formed to provide members with extensive research, education, and networking opportunities.
Posted 29 Apr 2011
The solution combines many social media and customer service tools in a single offering.
Posted 27 Apr 2011
This CaaS offering comes with all of the feature functionality of Noble Systems' premises-based platform.
Posted 26 Apr 2011
Partnership with Radian6 enhances social media monitoring with tools for querying, analysis, and crafting customer service responses.
Posted 22 Apr 2011
The new software solution combines analytics, interaction automation, and personalization across channels.
Posted 19 Apr 2011
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Technologies blend data from different sources, emotional states, and moments in time
Schools shift focus to generate more inquiries in-house and boost technology investments
CRM outsourcers still grapple with social media strategies
Active Endpoints leads a new wave of companies consumerizing SaaS through user-driven customizations.
Posted 15 Apr 2011
Not all consumer groups are sold on the Kerry-McCain bill's ability to protect customers online.
Posted 13 Apr 2011
Consumer groups hail it as an important step toward protecting consumer information.
Posted 12 Apr 2011
New Web-based service will also feature automated lead-generation and customer service options.
Posted 08 Apr 2011
Contact center software enhancements support mobile and multimedia customer interactions.
Posted 05 Apr 2011
Astute SRM helps companies increase customer engagement, optimize social business processes, and drive innovation.
Posted 30 Mar 2011
The latest version delivers new features to meet the needs of the world's leading high-tech product and complex service and support environments.
Posted 30 Mar 2011
The deal is worth $276 million in cash and $50 million in stocks.
Posted 30 Mar 2011
New Sage SalesLogix Mobile enables rich CRM functionality on popular devices; browser-based design allows rapid mobile CRM deployment.
Posted 25 Mar 2011
The solution is the first customer care solution developed specifically for the smartphone.
Posted 21 Mar 2011
New resource helps merchants and service providers understand and implement PCI DSS requirements for voice recordings.
Posted 18 Mar 2011
Cognos solution leads to 50,000 new visits and revenue growth
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Too much familiarity can repel customers, so designers must take pains to build the right systems
Telco loyalty programs increasingly have the right ring
Fourteen percent of the world's population belongs to at least one such program, according to Finaccord
Chat solution provides auto dealers with multiple avenues to create more personal connections with shoppers online.
Posted 15 Mar 2011
Customer interaction management solutions vendor creates a new division to meet demand for business-to-consumer smartphone applications.
Posted 11 Mar 2011
A new survey finds companies miss opportunities for customer connections in the billing process.
Posted 08 Mar 2011
A compound annual growth rate of 35 percent is expected during the next four years.
Posted 03 Mar 2011
New system uses speaker recognition to identify agents on call recordings.
Posted 01 Mar 2011
Fourteen percent of the world's population belongs to at least one coalition loyalty program.
Posted 25 Feb 2011
Since 2008, complaints have jumped by 40 percent, says analyst firm
Companies scramble to relocate outsourced operations in the wake of violent political protests
Properties create apps to reach prospective guests and the ones they have
The combination of companies will usher in a greater adoption of integrated marketing management.
Posted 23 Feb 2011
Industry research underscores the immediate need for a consolidated, real-time view of information across all data sources.
Posted 18 Feb 2011
Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
Posted 07 Feb 2011
Today's seniors can't be left out of IVR design decisions.
Dell posts gains in IVR performance in Vocalabs study of phone-based tech support.
Posted 28 Jan 2011
Of those, 2.6 billion are completed, according to Vovici research.
Posted 29 Dec 2010
Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Posted 10 Dec 2010
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Posted 04 Jun 2010
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
Posted 19 Apr 2010
Version 3.0 of the vendor's mobile voice solution expands text-to-speech functionality as well as BlackBerry support.
Posted 16 May 2009
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
Posted 22 Dec 2008
The voice platform vendor helps itself to a portfolio of self-service applications.
Posted 10 Dec 2008
Parent company of contact center solutions provider Syntellect snaps up another peer.
Posted 22 Oct 2008
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
Posted 22 Jul 2008
CRM, together with telephony technologies, leads to better sales for a direct marketer.
G-Force '08: Despite the increasing popularity of Web interactions, customers keep calling.
Posted 30 Apr 2008
G-Force '08: At its annual user conference, the Alcatel-Lucent unit expands on the launch of its latest offering.
Posted 30 Apr 2008
Contact center solutions provider KomBea claims its new offering is "turning the live agent call-handling game on its head."
Posted 18 Apr 2008
As the shopping season approaches, retailers can expect disgruntled customers.
Posted 15 Nov 2007
Wes Hayden becomes president of Nuance Communications' new Enterprise Division, part of Nuance's shift from point technologies to integrated enterprise solutions.
Posted 03 Oct 2007
Despite improving satisfaction scores, call centers need to provide more positive experiences for consumers; the lesson can also be applied to other channels.
Posted 27 Apr 2007
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