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Call center speech technology News
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.
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Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
Emotions analytics (EA) is the analysis of a person's verbal and non-verbal communication in order to understand the person's mood or attitude. Continue Reading
Confusion abounds about the difference between flavors of automated CRM: self-service, IVRs and virtual representative. Let's get this straight. Continue Reading
Evaluate Call center speech technology Vendors & Products
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As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern. Continue Reading
An emotions analytics vendor says it can diagnose human emotions and identify a speaker's complex emotional state in settings like call centers. Continue Reading
In contact centers, using automated voice technology to route customers can add efficiency, but human customer service is still key. Continue Reading
Product ReviewsPowered by IT Central Station
Powered by IT Central Station
Salesforce gets 5 stars in terms of overall value and features. Use Of Solution: Just over five years Valuable Features: Multiple...Continue Reading
Could add more options to customize the user interface but has sped up development and delivery within the organization.Powered by IT Central Station
Use Of Solution: I have been using the solution for 3 years. Valuable Features: The ability to customize many things, from the UI to the...Continue Reading
Simple, intuitive, user friendly software with certain challenges in digitizing complex business processes around CRMPowered by IT Central Station
Use Of Solution: 7 years Valuable Features: Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple...Continue Reading
Manage Call center speech technology
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Planning and research help mainframe users pave the road for smooth migration to z/OS. Continue Reading
Many IT organizations are making ROI promises, but very few are measuring against these ROI promises over time... Continue Reading
Orlando Sentinel Communications needed a solution to help manage, personalize and target the content of email newsletters. Continue Reading
Problem Solve Call center speech technology Issues
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Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Continue Reading
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center. Continue Reading
Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. Continue Reading