destinationCRM Industry Buyer's Guide - Verint Systems Inc.

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Verint Systems Inc.
330 South Service Road
Melville NY 11747

PH: 1-800-4VERINT / 631-962-9600
FAX: 631-962-9300
Visit their Web site: www.verint.com

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Profile

Verint^® (NASDAQ: VRNT) is a global leader in Actionable Intelligence^® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.

Product Description

Verint offers a comprehensive portfolio of software and services for customer engagement optimization. Our end-to-end suite helps organizations optimize their workforces, improve enterprise processes, and enrich customer interactions.

Verint Customer Engagement Optimization brings together Verint's proven workforce optimization and customer analytics solutions with advanced customer service capabilities from KANA^®, a Verint Company. This broad array of functionality includes voice recording, voice biometrics, quality monitoring, speech analytics, text analytics, enterprise feedback management, workforce management, performance management, desktop and process analytics, elearning and coaching, along with customer service solutions, such as agent desktop, case management, knowledge management, and email, live chat, co-browsing, Web self-service, experience analytics, experience community, and social media response management.

Together, these solutions help organizations aggregate, analyze, and act on the enormous amount of customer, workforce, and other business data resulting from customer interactions across various communication channels and departments / systems across the enterprise. By helping organizations make sense of this structured and unstructured data, Verint Customer Engagement Optimization solutions can offer a deeper understanding of workforce performance, operational efficiency, service processes, interaction quality, and changing customer behavior dynamics. They can also help organizations deliver consistent, contextual, and personalized experiences, no matter which channels customers use to engage.

Whitepapers, Archived Webcasts and Sponsored Content

Customer Success Stories
Learn how Verint solutions are helping organizations around the world uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence.
Videos
Take a closer look at how Verint’s solutions can benefit your business.
Blog
Gain insight from customer engagement optimization thought leaders at Verint.
News
Keep up with the latest happenings at Verint.

This company is listed in the following categories:

Analytics	Consumer Packaged Goods	Customer Service/Call Centers	Education
Enterprise CRM	Financial Services/Banking	Government	Healthcare
Insurance	Manufacturing/Automotive	Non-profit	Pharmaceuticals/Chemicals
Professional Services	Retail	SMB/Mid-market CRM	Sports/Entertainment
Technology	Telecommunications	Transportation	Travel/Hospitality

Articles Mentioned

The Unified Omnichannel Enterprise Is No Longer a Pipe Dream
Posted 01 Jul 2014

The 4 Key Customer Service Omnichannel Considerations
Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
Posted 01 Jul 2014

Verint Adds Multichannel Support to Enterprise Feedback Management
Verint's EFM solution enhancements include extended mobile SMS delivery model and cross-survey reporting.
Posted 12 Jun 2014

InContact Acquires Workforce Optimization Provider Uptivity to Launch WFO into the Cloud
Once integrated, the single unified solution will cater to the "underserved" midsize WFO market.
Posted 07 May 2014

Verint Introduces Business Impact Solution for Branch Sales Effectiveness
Verint Branch Sales Effectiveness will help financial institutions optimize customer engagement by helping improve productivity and Increase Revenue
Posted 30 Apr 2014

Adtech Global Debuts Ignite Speech Analytics Program
Ignite leverages Verint's Impact 360 Speech Analytics suite to offer contact centers the business impact of speech analytics. (Featured on SpeechTechMag.com.)
Posted 24 Apr 2014

The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
Posted 01 Apr 2014

3 Reasons to Boost Your Contact Center's Strategic Value
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
Posted 01 Apr 2014

The 2014 CRM Service Leaders
Posted 01 Mar 2014

Unify Enhances OpenScape Contact Center Suite
The new OpenScape system features new analytics, tighter social media integration, and mobility offerings.
Posted 07 Jan 2014

Verint to Acquire Kana Software for $514M
The deal expands Verint's cross-selling opportunities within the customer service market.
Posted 06 Jan 2014

Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Posted 01 Jan 2014

Verint Moves Impact 360 WFO to Mobile
Verint has launched a mobile application of its Impact 360 workforce optimization solution.
Posted 10 Dec 2013

Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA
In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa.
Posted 05 Dec 2013

inContact Adds Verint Speech Analytics to Cloud Contact Center Solution
Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite. (Featured on SpeechTechMag.com).
Posted 03 Dec 2013

Verint Enters Voice Biometrics Market with Victrio Acquisition
Victrio brings to Verint solutions to mitigate fraud using passive voiceprint enrollment. (Reported by SpeechTechMag.com.)
Posted 30 Oct 2013

BT Expands Cloud Contact Center with Customer Self-Service and WFO
Offering combines technologies from Verint, Cisco, and Voxeo.
Posted 11 Sep 2013

Verint Enhances Its Enterprise Feedback Management Solution
Robust case management and accountability features are part of the upgrade.
Posted 10 Sep 2013

Verint Partners with Badgeville to Power WFO Gamification Solutions
Partnership provides solutions designed to help enhance employee engagement and performance management.
Posted 05 Sep 2013

Verint Debuts Voice of the Employee Solution
Verint bets that by engaging front-line employees, you'll also engage customers, create better care, improve satisfaction and loyalty, and realize higher profits.
Posted 30 Aug 2013

Verint Delivers High-Efficiency Performance Management
The latest in its Business Impact Solutions suite seeks to help organizations maximize performance and operational efficiency.
Posted 16 Jul 2013

Workforce Management: Better but Not Good Enough
What makes an ideal solution?
Posted 01 Jul 2013

Verint Launches New Business Impact Solutions for Regulatory Compliance
The solutions will help organizations take a proactive approach to complying with industry regulations and analyzing customer complaints.
Posted 06 Jun 2013

Verint Introduces Business Impact Solutions
New offerings look to help operations and customer service executives maximize revenue, customer loyalty, and cost containment.
Posted 22 May 2013

Verint Adds to Its VoC Solution
Unified dashboards and mobile additions deliver cross-channel analytics.
Posted 15 May 2013

Toronto's Nerve Center Provides Easy Access
Canada's largest city improves customer service with Toronto 311.
Posted 01 May 2013

CRM Service Awards: Service Leaders
Posted 01 Mar 2013

Verint Launches Personalized Guidance for Impact 360 Solution
Analytics designed to help companies get more proactive with agent performance.
Posted 17 Jan 2013

Verint Adds to Impact 360
New alerts and root cause analytics deliver rapid understanding of customer interactions to identify issues and improve operational performance.
Posted 17 Dec 2012

The New Measure of Customer Service Success
Why some traditional performance metrics are wrong and what you need to evaluate now.
Posted 01 Nov 2012

Verint Enhances Impact 360 WFM Solution
New functionality models complex back-office operations to address service goals across work queue processes.
Posted 25 Oct 2012

Listening to the Voice of the Customer
As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
Posted 01 Jul 2012

CRM Moves to an Outside-In Approach
Posted 01 Jul 2012

In Contact Centers, WFO's Star Is on the Rise
A host of innovations are adding new dimensions.
Posted 01 Jul 2012

Verint Offers Vovici Offline Surveys for iOS Mobile Devices
New capabilities are part of the company's voice of the customer analytics portfolio.
Posted 28 Jun 2012

Verint Upgrades VoC Analytics Portfolio
Advancements incorporate Vovici's Enterprise Feedback Management solution.
Posted 20 Jun 2012

The 2012 Service Leaders
Posted 01 Mar 2012

The Argument for Desktop Analytics
This new IT sector offers visibility, real-time guidance, and process automation.
Posted 01 Mar 2012

5 Hot Marketing Trends
Customer strategists must step up their engagement efforts as mobile's mercury rises
Posted 01 Jan 2012

The Social Customer Strikes Back
Avoid customer service faux pax with a proactive approach.
Posted 23 Dec 2011

Verint Upgrades VoC Analytics Solution
Integrated text analytics is a new feature of Vovici Enterprise Feedback Management.
Posted 15 Dec 2011

Verint Launches Fully Web-Enabled Enterprise WFM Solution
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

Verint to Acquire GMT
The $24.6 million deal extends Verint's reach into the local branch banking industry.
Posted 27 Sep 2011

WFO Hears The Voice of the Customer
Workforce optimization suites broaden their focus beyond the company
Posted 01 Sep 2011

Verint Will Acquire Vovici
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

Verint Releases New Voice of the Customer Analytics Platform
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

Speech Analytics Captures Consumer Sentiment
Technologies blend data from different sources, emotional states, and moments in time
Posted 15 Apr 2011

Verint Releases Audiolog 5 for SMBs
Contact center software enhancements support mobile and multimedia customer interactions.
Posted 05 Apr 2011

QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
Posted 17 Mar 2011

Savings Follow BlueCross BlueShield to Tennessee
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Posted 17 Mar 2011

Workforce Optimization Gets Optimized
DMG research shows innovation and growth to continue in the WFO market through 2013.
Posted 10 Mar 2011

The 2011 Service Leaders
Posted 01 Mar 2011

The 2011 Service Elite
Posted 02 Mar 2011

Office Depot Implementing Enterprise Workforce Optimization Software from Verint
The global supplier of office products and services is deploying next-generation Impact 360 solution to support optimized performance.
Posted 25 Jan 2011

How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
Posted 25 Jan 2011

311: The Agency That Never Sleeps
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Posted 31 Dec 2010

Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015
Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Posted 10 Dec 2010

Learning What to Teach
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Posted 03 Jan 2011

Verint Systems Releases New Impact 360 Text Analytics Solution
Verint's Customer Interaction Analytics portfolio includes text and sentiment analytics.
Posted 06 Dec 2010

InContact Partners with Verint Systems
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
Posted 03 Dec 2010

Analyzing the Workforce
Analytics and on-demand offerings are changing the nature of workforce optimization.
Posted 10 Jun 2010

Environmentalism Collides with Cost Reductions in the Contact Center
Telecommuting can save the world, but does it damage service?
Posted 22 Apr 2010

Turning Green on the Ocean Blue
Posted 06 Apr 2010

Re:Tooling — Speech Analytics: Seeking What's Inside
Why speech analytics is starting to get a little more than recognition.
Posted 06 Apr 2010

Recessions Make for Strange Bedfellows
How the recession brought marketing and customer service closer together.
Posted 03 Mar 2010

CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Posted 01 Mar 2010

The 2010 CRM Service Awards: Introduction
Posted 11 Mar 2010

The 2010 CRM Service Awards: Service Leaders -- Introduction
Posted 11 Mar 2010

The 2010 CRM Service Awards: The Service Elite -- Introduction
Posted 11 Mar 2010

The 2010 CRM Service Awards: Service Leaders -- Workforce Optimization Suite
Posted 11 Mar 2010

The 2010 CRM Service Awards: Service Leaders -- Enterprise Feedback Management
Posted 11 Mar 2010

The 2010 CRM Service Awards: Rising Stars -- CallCopy (The Copy Cat)
Echoing the big players' functionalities, a spate of new releases are pushing CallCopy toward the upper tier.
Posted 11 Mar 2010

The 2010 CRM Service Awards: The Service Elite -- New York Life
A Verint Systems deployment gives New York Life's Tampa-based contact center agents something to stick around for.
Posted 11 Mar 2010

Speaking of Customer Insights
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Posted 10 Feb 2010

Stressed and Distressed
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Posted 11 Feb 2010

Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Posted 26 Jan 2010

Aspect Software Beefs Up Quality Monitoring
Pundits say the company's latest release tightens competition in the QM space.
Posted 01 Dec 2009

The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
Posted 01 Oct 2009

Survey Software Continues to Sell
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
Posted 19 Sep 2009

Workforce Management Market Set to Double
According to new research from Pelorus Group, the market will jump from $268 million to $533 million by 2014.
Posted 18 Jul 2009

Adhering to Higher Quality
New York Life streamlines its workforce, vastly improving internal metrics.
Posted 01 Jul 2009

ClickFox Analyzes the Customer Experience
The vendor's packaged solutions target three specific pain points in the contact center.
Posted 22 May 2009

Verint Launches New Version of Impact 360 Speech Analytics
The analysis of recorded customer interactions promises to help build better customer service strategies.
Posted 15 May 2009

Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
Posted 01 May 2009

Workforce Optimization Rises Above the Recession
Automating and optimizing work processes will boost the market for the foreseeable future.
Posted 01 May 2009

In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Posted 01 May 2009

Ringing the Opening Bell
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
Posted 01 May 2009

The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Posted 01 Apr 2009

The 2009 CRM Service Awards: Service Leaders -- Workforce Optimization Suite
Posted 01 Apr 2009

Is Workforce Optimization Recession-Proof?
A new study finds WFO had a very good 2008, despite the economic downturn.
Posted 16 Feb 2009

Aspect Unveils 6 New UC Applications
New unified communication offerings are geared to help companies cut costs while improving customer service.
Posted 12 Feb 2009

Hold Onto Your Customers!
In a recession, making the most of the people and technology you already have—and maintaining the service they provide—should be your top priority.
Posted 01 Feb 2009

Aspect Takes AIM at Bolstering PerformanceEdge
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
Posted 21 Jan 2009

The Feedback Funnel
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
Posted 01 Jan 2009

Verint Looks to Resuscitate 9-1-1 Centers
The company's new public safety-specific solution is a shot in the arm for an industry "15 to 20 years behind in contact center technology," according to one pundit.
Posted 18 Dec 2008

Feedback Is the Future
Contact center surveying is evolving into enterprise feedback management.
Posted 01 Dec 2008

Nice and Verint Remain the Forces in Workforce Optimization
New research from Datamonitor finds the two market giants continue to lead the WFO space, which is set to grow 10.3 percent annually through 2013.
Posted 26 Nov 2008

Companies Crave Customer Feedback
New findings from DMG Consulting show the contact center survey-and-feedback space grew by 21.3 percent between '07 and '08 -- its best year to date.
Posted 30 Oct 2008

Interaction Recording Market Forges Ahead
New research indicates global sales continue to climb, and will surpass the billion-dollar mark by 2010.
Posted 22 Oct 2008

Customer Demand Drives Gartner Workforce Optimization Magic Quadrant
The research firm's debut report on this market puts Nice Systems and Verint Systems on top, and says we can expect more vendors to join the WFO party in 2009.
Posted 02 Oct 2008

The High Quality of Quality Management
New solutions continue to make an impact inside and outside the contact center.
Posted 01 Oct 2008

There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
Posted 01 Oct 2008

Calling It Quits
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Posted 01 Aug 2008

Verint Looks to Impact Service
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Posted 05 Aug 2008

5 Trends Your Business Can’t Miss
Driving Innovation '08: Verint Americas President Elan Moriah dishes the next key shifts companies must acknowledge and prepare for in order to remain relevant in an increasingly competitive business landscape.
Posted 04 Jun 2008

An End to Information Chaos
Driving Innovation '08: Verint Systems CEO and President Dan Bodner says that merely collecting intelligence is worthless without being able to properly utilize the data.
Posted 03 Jun 2008

Performance Management Requires Process Improvement
Contact center performance management isn't about measuring flaws -- it's about fixing them.
Posted 01 Jun 2008

Workforce Optimization Giants Continue Patent Battles
For the second time in as many weeks, Verint gained a victory over Nice Systems in the long-running patent-infringement cases over speech analytics and IP recording in the contact center.
Posted 28 May 2008

Inova Launches Web-Based Analytical Tool
The new offering combines different historical and real-time information in a bid to improve measurement of contact center performance.
Posted 20 May 2008

Productivity and Workforce Management
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
Posted 01 Apr 2008

The 2008 CRM Service Awards: Workforce Optimization Suite
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
Posted 01 Apr 2008

Calabrio Joins the Enterprise 2.0 World
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Posted 19 Mar 2008

Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
Posted 01 Feb 2008

Sunny Skies for Knology
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
Posted 01 Feb 2008

Workforce Management Expands, But Fails to Satisfy All
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Posted 24 Jan 2008

Quality Management Market Forges Ahead
DMG Consulting's latest figures reflect the market's increasing profitability, especially with SMBs.
Posted 03 Jan 2008

Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
Posted 01 Jan 2008

Aspect Offers More Localization and Capabilities for '08
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
Posted 20 Dec 2007

Verint Makes a Speedy Impact
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Posted 06 Dec 2007

Contact Center Surveying Is Essential
The surveying market may be fragmented, but that doesn't diminish its importance.
Posted 01 Nov 2007

Required Reading: Protecting Your Brand at All Costs
Great branding doesn't come from gimmicks -- it derives from exceptional, innovative customer service.
Posted 01 Nov 2007

Checking the Pulse of the Contact Center
Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.
Posted 01 Nov 2007

Interactive Intelligence Plugs in an Upgrade
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
Posted 09 Oct 2007

Tech Solution: Workforce Management Solutions
Business Problem: Managers cannot staff and manage their contact centers effectively.
Posted 01 Oct 2007

IP Recording in the Contact Center and Beyond
Three keys to implementing Internet Protocol call recording into the contact center.
Posted 27 Aug 2007

What VoIP Can Mean to You
And why your contact center needs it.
Posted 01 Aug 2007

The Voices of Reason
Speech technology experts reveal the value of analytics and the secrets of locating what your customers say about you.
Posted 01 Aug 2007

CRM Numbers Grow, But Also Mislead
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
Posted 13 Jul 2007

Doubling Down on Quality Management
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
Posted 03 Jul 2007

destinationCRM Dashboard
Posted 01 Apr 2007

THE 2007 Service Leaders, Part 1
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007

The 2007 Service Leaders, Part 2
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007

Verint Refreshes Its PM Piece
Perhaps indicative of Verint Systems' intent to continue its pre-Witness initiatives, the company's latest performance management solution caters to the front office, back office, and enterprise departments.
Posted 27 Feb 2007

NICE Smartens Up
The company's SOA framework will fuse its own capabilities with those acquired from workforce management player IEX and performance management specialist Performix Technologies.
Posted 21 Feb 2007

Verint: Can I Get a Witness?
Verint scoops up Witness today, which marks major consolidation in the market, while propelling Verint to the head of the contact center solutions game.
Posted 12 Feb 2007

CCPM Market Is Poised For Progress
Market penetration has been slow, but the benefits of contact center performance management applications to the contact center and other enterprise departments are expected to help spur growth.
Posted 10 Jan 2007

Tech Solution: Quality Monitoring Tools
Business Problem: The contact center needs to strike a balance between call volumes and quality of service.
Posted 01 Jan 2007

Making the Grade
E-learning deployments earn straight A's when used in conjunction with formal classroom training.
Posted 01 Jan 2007

QM Saunters to Continued Uptake
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
Posted 07 Dec 2006

Benchmarking for Improved Performance
How to increase operational efficiency and customer effectiveness.
Posted 01 Dec 2006

The New World of Sophistication
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
Posted 01 Dec 2006

QM: The Upswing Continues
The billion-dollar market is expected to continue its growth streak thanks in large part to innovation, solutions' ability to address specific contact center issues, and the abundance of best practices.
Posted 26 Sep 2006

Product Spotlight: ACCE 2006
Envision Telephony targets contact center security; etalk unveils Qfiniti Assist; Verint ties together technology and methodology; and more.
Posted 15 Sep 2006

High Performance
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
Posted 01 Sep 2006

The Why Factor in Speech Analytics
Don't allow the customer information that lies in recorded calls to go unreported and unnoticed--incorporating speech analytics can help improve business areas enterprisewide.
Posted 01 Aug 2006

Aspect and Witness Up the WFM Ante
Aspect's latest upgrade focuses on support for outbound and blended contact center environments, while Witness Impact 360 Version 7.7 targets recording and optimization.
Posted 26 Jul 2006

Verint Systems Acquires Mercom
The takeover provides a new channel to the contact center vendor, as well as a more compelling play for the growing SMB call center market.
Posted 17 Jul 2006

Speech Analytics Will Be Listening
The use of this emerging technology is expected to soar over the coming years; the ability to report in real-time will begin to appear in second and third generation versions.
Posted 07 Apr 2006

Full Suite Versus Best of Breed
A close look at CRM's third annual Service Leader awards issue reveals that in some areas, the age-old debate is being resolved.
Posted 01 Apr 2006

The 2006 Service Leader Awards, Part 1
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006

Keeping Balance in the Center
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
Posted 01 Mar 2006

The Year in (P)review
Looking back, and to the future: CRM trends and events to watch.
Posted 01 Dec 2005

QM and Liability Recording Move Ahead
The market is on track to hit and surpass a previous forecast due to enhanced innovation, better ROI, and less-costly software-based recording.
Posted 07 Nov 2005

An ICCM 2005 Product Showcase
Consolidation continues in the industry as Witness makes an impact with workforce optimization integration and Avaya helps companies with regulatory requirements.
Posted 29 Sep 2005

Verint Unveils Its First Opus Offering
Extending its analytics portfolio may give the company more competitive weight.
Posted 26 Sep 2005

September 9, 2005
Harte-Hanks launches new vertically focused service centers; NetSuite opens a new office in Singapore; Experian introduces a consumer classification product for France; and more.
Posted 09 Sep 2005

Verint Systems Buys The Opus Group
Opus's delivery model and consultative practice place Verint in a better competitive position.
Posted 06 Sep 2005

September 2, 2005
Verint Systems acquires Opus Group for $12 million; 3Com teams with Nuasis to deliver contact center tools; and more.
Posted 02 Sep 2005

Tech Solution: Agent Training Applications
Business Problem: Customer satisfaction levels are too low and agents are not sufficiently cross- and upselling products.
Posted 01 Sep 2005

The Next Step in Anger Management
Speech analytics solutions are enabling companies to track and analyze emotional cues.
Posted 01 Aug 2005

July 19, 2005
Empirix and Genesys announce a joint GVP monitoring solution; Sendia releases a wireless business platform; Fred Alger prospers from Proposal Software; and more.
Posted 19 Jul 2005

Fatter Functionality For Speech Analytics
CallMiner adds to its analytics suite a new Web-based reporting and analysis tool that automates the delivery of customized reports.
Posted 11 Jul 2005

June 28, 2005
Aspect Communications launches Uniphi Suite 6.1; Siebel and IBM reach an agreement; Aprimo has a new CFO; and more.
Posted 28 Jun 2005

Talk Among Yourselves
Avaya's new, enhanced call center products use SIP capabilities and instant messaging to immediately help agents help themselves.
Posted 14 Jun 2005

May 5, 2005
Oracle plans to acquire PeopleSoft development centers; Kintera hires three senior high-tech leaders; and more.
Posted 05 May 2005

Autonomy Plans to Acquire Etalk
The provider of enterprise infrastructure software hopes to expand into the contact center; first-quarter earnings are up.
Posted 21 Apr 2005

The 2005 CRM Service Leaders--Part I
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
Posted 01 Apr 2005

March 18, 2005
Oracle ups the ante for Retek; Kevin Martin is named new chairman of the FCC; Onyx appoints a new CFO; and more.
Posted 18 Mar 2005

March 15, 2005
The City of Indianapolis turns to citizen relationship management; i360technologies to purchase Cantilever Technologies; Aspect Communications releases eWorkforce Management 6.3; and more.
Posted 15 Mar 2005

March 1, 2005
OmniAmerican Credit Union selects Open Solutions; IBM launches Business Partner initiatives; the latest version of SAS Enterprise ETL Server is released; and more.
Posted 01 Mar 2005

QM Is Poised For Growth
The quality management and liability recording market is expected to grow significantly.
Posted 25 Feb 2005

February 25, 2005
SITEL GmbH taps IEX's workforce management solution; Verint colors The Orange Group's contact centers; NuTech Solutions leads to time reduction for Beiersdorf AG; and more.
Posted 25 Feb 2005

February 14, 2005
Labatt Breweries is using Cognos; Vanguard Investments selects StayinFront; Mindjet and Salesforce.com introduce information management software; and more.
Posted 14 Feb 2005

December 2, 2004
NetSuite announces NetSuite Holiday Mall; Sales Performance International launches a new consulting practice; Verint reports third quarter results; and more.
Posted 02 Dec 2004

November 30, 2004
Verint Systems is providing ULTRA secrets for Delaware Investments; Kalido implements an application suite; Cincom Systems announces the latest version of Synchrony; and more.
Posted 30 Nov 2004

Wires: News and Technology for September 10, 2004
Verint Systems reported record sales of $60,167,000 for its second fiscal quarter of this year, ended July 31, 2004; and more.
Posted 10 Sep 2004

Contact Center Vendors Optimize Their Own Performance
Presenting financial information from 2003, the report analyzes the workforce management market.
Posted 25 Aug 2004

ICCM Shines Its Spotlight Again
A roundup of call center solutions for now and in the near future.
Posted 12 Aug 2004

The Week in Review: July 2, 2004
Siebel Systems announced that Jostens has expanded its deployment of Siebel Analytics enterprisewide; LiveBridge announced that it has hired Curt Swaggart as director of operations in the company's Delhi, India, contact center; and more.
Posted 02 Jul 2004

The 2004 Service Leaders--Part II
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Posted 01 Mar 2004

The Week in Review: January 9, 2004
Indian outsourcing to grow by 30 percent; Convergys expands in Canada; Dendrite makes acquisition in Japan; and more.
Posted 09 Jan 2004

The Week in Review: September 19, 2003
To compete North American and Western European IT services vendors must shift their domestic resource mix to meet three criteria; Dendrite International announced this week that it has established a fully dedicated pharmaceutical CRM-effectiveness business unit; and Concerto Software announced the appointment of Peter Nicol as vice president of the company's European and African operations.
Posted 19 Sep 2003

ICCM News Roundup
Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.
Posted 26 Aug 2003

ICCM Tip: Make It Personal
Rogers' message was for organizations to focus on individual customers based on the information customers provide.
Posted 12 Feb 2003

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