Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.
Empirix At a time where companies are making major...continue reading this post »
While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.
Several conference sponsors discussed their plans and reported on their progress:
Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...continue reading this post »
SpeechTEK/CRMEvolution/Customer Service Experience Review #1
In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...continue reading this post »
Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries. Multi-channel solutions, analytics, voice of the customer measurement, mobile...continue reading this post »
According to Nemertes Research, five key trends are reshaping customer-‐experience management:
Increasing adoption of mobile devices enables engagement with customers and business partners across broad array of devices.
Big Data and speech analytics delivers new and insight into contact center performance and allows companies to improve customer service experience.
Popularity of consumer social services such as Facebook and Twitter are emerging as a new interaction channel for customer engagement...continue reading this post »
The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’. Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers want to connect on their own terms with the channel that suites them best. Vendors are attempting to respond to the customer’s needs with a variety of new solutions. Below is a recap of exciting technologies and solutions that were at the event.
360'CRM is a full spectrum CRM...continue reading this post »
The following are some more information on the vendors who attended the IQPC event. AnalyticsFor companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner. InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates...continue reading this post »
The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services.
We traveled the exhibit hall. Below are some vendor highlights.
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology...continue reading this post »
First Contact Resolution, the ability to identify, solve and close the customer’s issue(s) during the first customer/enterprise contact, may be the foremost KPI in evaluating a contact center/customer care organization’s overall operating performance from a business perspective. Despite the knowledge that a high level of FCR in the contact center correlates closely with general levels of customer satisfaction and loyalty, low levels of FCR in customer care settings remain a significant industry...continue reading this post »
The first decade has seen steady growth in market demand for analytics solutionsof all descriptions as evidenced by the results of the annual survey of contact center end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC). An offshoot of the Call Center Lab at The University of Southern Mississippi, the not-for-profit NACC conducts surveys of its members and newsletter subscribers in order to keep a finger on the pulse of the industry...continue reading this post »
Desktop and Process Analytics software can help organizations uncover and analyze their business processes. These solutions capture and measure desktop application activities to provide objective, unbiased visibility into how work is performed from the point of origination, across multiple steps, applications, and systems, and on through completion. For example, DPA solutions can show:•What staff members are doing at any given time on any given day.•Whether they’re performing the activities...continue reading this post »