Last week, there was ample good news to go around as RightNow held its annual “Summit” for customers, partners and analysts.
Contact Center
Lithium’s Excellent Event: The “Get Real” World Tour
Yesterday, Lithium Technologies held the first of its “Get Real 2010” events, and I found it quite thought-provoking.
RightNow CX for Facebook: Shortcut to Social CRM
With 500 million registered users, Facebook looms as the most powerful leverage point for companies that seek to build a social graph among customers, prospects and (er) fans.
In Spite of Investment in “Social CRM”, Enterprises are Still not Paying Attention
This post by Michael Maoz, a Vice President and Distinguished Analyst at Gartner, reinforces the observation that I made during the course of my “baseline” presentation at VRM+CRM 2010.
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 ›
SpeechTEK 2010 Digest: Not Just a Speech Technology Show
The fact that impressed me most at this year’s SpeechTEK was that speech processing technologies – meaning core automated speech recognition (ASR), text-to-speech (TTS) synthesis and even my pet interest voice biometric-based speaker identification or authentication – were not front and center.
Professional Services and Testing: The Secret Sauce in the Avaya Contact Center Portfolio
Avaya displays some very deft touches as it launched the next phases in its efforts to support transformational efforts of its enterprise contact center customers and prospects.
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 ›
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 ›
New Framing for Twitter: Subsidized Social Contact Center
Featured Research Recent activities and acquisitions by Twitter have been transformational. At Chirp, the first “Official Twitter Developer Conference,” top management discussed the company’s new products, clients and revenue models revealing how Twitter will serve as a central point of… Read More ›