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Articles: Analytics
What's relevant to customers and sustainable for businesses?
The combination will create a single voice-of-the-customer solutions provider with multichannel analytics, including speech, social media, Web chat, and enterprise feedback
Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite.
New offering includes desktop automation solutions for contact centers and claims processing.
Fierce battle centers on retail players and favors those who adapt best to new market dynamics
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
New module combines social CRM and monitoring.
New analytics with continuous improvement methodology adds science to IVR customer experience management.
The releases are part of SAP's goal to bring customers of all sizes powerful, easy-to-use analytics solutions.
Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model.
Understanding a 360 degree view of your customers
A new report suggests that new measures of value are needed so that organizations know how best to direct engagement efforts.
CCC Loyalty View measures the amount of effort a customer has to expend to have his issue resolved.
How to evaluate your company's readiness
Global contact center technology provider upgrades its remote and mobile management tool.
The latest release allows enterprises to reshape customer loyalty through their customer service organizations.
The company expects platform-wide reporting to enhance the performance of contact center operations.
Based on a powerful new platform, software includes advanced forms and workflow, analytics, ease-of-use advances for administrators, and iPad support.
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