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ResponseTek Goes Mobile for Customer Insight
ResponseTek is a well-established player in the marketing and customer feedback markets. It has four products that cover market research, customer feedback, knowledge management and media monitoring,...
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Verint Utilizes Voice and Feedback to Advance Employees and Customer...
Verint has been a major player in the workforce optimization and voice of the customer (VoC) feedback markets for several years. As I noted in a previous analysis, its major challenges stem from the...
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Key Insights from Call Centre Expo 2013
Two years ago I wrote about communications in the cloud taking over the annual U.K. contact center event Call Centre Expo. Now that dominance is almost complete. At one point at this year’s event I was...
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IBM Social Business Bets on Key Application and Technologies
I recently attended an IBM event about its new social business products and services. I was skeptical at first: I have seen another vendor’s “social enterprise” come and go, and although companies need...
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Companies Need to Reconcile Customer Interaction Priorities
Today companies handle an increasing number of customer interactions and they do this through a greater number and variety of communication channels, and by using more employees that are dispersed...
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Research Agenda: Customer Technology for 2015
I recently wrote about customer experience lessons I learned during 2014 and the technologies required to deliver EPIC experiences. Both of these analyses focus on the people, processes, information...
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Genesys and Workforce Optimization
Genesys is best known as a provider of contact center management systems and has long provided computer/telephony integration (CTI) and single-queue call routing systems. Over the past few years it has...
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Verint Advances Feedback Management to Improve Customer Experience
Verint entered the enterprise market for customer feedback management when it acquired Vovici in August 2011. Since then the Vovici products have been integrated into Verint’s Customer Engagement...
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Tracking the Customer Journey Is Critical for Engagement
Competition for customers is more intense today than ever before, and companies struggle to differentiate themselves from the competition. Our research repeatedly finds that customer experience is a...
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Enghouse Interactive Expands Portfolio of Contact Center Systems
Enghouse Interactive is one of three divisions of Enghouse Systems, a publicly traded Canadian company founded in 1984. The other two divisions provide network technology to telecommunications...
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ResponseTek Makes Customer Experience Management Simple and Sophisticated
ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it,...
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