A survey of over 200 customer care professionals, sponsored by Empirix and conducted by Opus Research, discovered that use of social media and “cloud computing” is on a par with popular IM and collaboration platforms.
Featured Research
Cisco Releases Customer Collaboration Infrastructure Elements
After tantalizing industry analysts with a preview of its product capabilities back in June, Cisco has formally assigned trade names, SKU’s and licensing terms to new, collaborative contact center software. SocialMiner captures and analyzes input from multiple social media and then uses it to assign priority and route messages throughout the enterprise. Its release is coordinated with a new rev of Cisco Media Capture and the a new desktop for both agents and supervisors, called Finesse.
Equifax, Anakam and The Future Potential of ID Proofing
Equifax’s acquisition of multifactor authentication specialist Anakam shows that the risk and credit management specialist recognizes the value of stronger ID-proofing in anticipation of the public’s move to mobile commerce and the need for stronger controls on access management to personal information in an increasingly cloud-based world.
Vendor Profile: Interactions Corporation
Founded in 2002 in New Jersey, Interactions Corporation offers human-assisted recognition of natural language input. Its technical approach puts live agents into the workflow early and often to promote faster recognition of both utterances and intent.
The “CRM to VRM Connection”: Dan Miller on the Road to Vendor Relationship Management
Opus Research’s Dan Miller gave the “CRM baseline” presentation at last week’s VRM+CRM 2010 Workshop, conducted by Project VRM and the Berkman Center for Internet & Society at Harvard Law School. Thus started discussions of the path from today’s decidedly… Read More ›
The Collaborative Customer Care Genome
High quality customer care relies on rapid recognition of a caller’s intent and equally rapid resolution of outstanding issues. Those tasks are made more difficult in the world of multi-channel, socially aware interactions. Solutions providers are applying the principles of… Read More ›
Voice Application Hosting in the Era of Recombinant Communications
Featured Research Providers of hosted speech applications were ahead of the curve in anticipating and accommodating requirements for third-parties to handle seasonal or media-driven spikes in calls to customer care agents or IVR resources. Today, to stay ahead of the… Read More ›
Cisco Shows Latest IP-Contact Center Collaboration Components
Featured Research Cisco Systems is set to leapfrog rivals in the contact center line of business when it merges Quad, its social media friendly user interface, with the latest revs of its Unified Contact Center platforms. With its competitive sights… Read More ›
Recombinant Communications: Extending Services to Anywhere Customers
Featured Research A fundamental shift is taking place as customers assume control of the time, place and context for their interactions with selected vendors. In this report, sponsored by SpeechCycle, Opus Research describes the current sea change in customer care… Read More ›
Briefing Summary: Cisco’s Focus on the Integrated User Experience
Featured Research Three product lines and six overall objectives were highlighted as Joe Burton, CTO of Cisco’s Unified Communications Business Unit, presented at the company’s “North America Unified Communications Six-Month Update.” According to Burton, the CUBE, IME and IP-CC are… Read More ›