Call center speech technology
- March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
- August 08, 2014
Sales and marketing platform Salesgenie looks to upgrade lead management and marketing capabilities, enabling users to customize email campaigns and contact prospects; and other CRM news.
- May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- January 23, 2012
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business.
- May 12, 2011
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center.
- April 06, 2011
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important.
- November 15, 2010
Customer service organizations are ready to spend once again. The TSIA's John Ragsdale outlines some of the data and reasoning in his monthly column.
- July 20, 2010
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises.
- June 10, 2010
Call recording and performance management vendor NICE said today that it will acquire eglue for $29 million.
- April 16, 2010
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology.
- March 31, 2010
Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund.
- March 14, 2007
Microsoft continues to push into the speech applications market with the acquisition of TellMe and its services.
- June 28, 2005
With an acquisition and eight new modules, RightNow is investing in voice applications in CRM.