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Channel: Analyst Perspective - Richard Snow » voice of the customer (VoC)
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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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