Adtech Global Ignite, based on Verint’s 360 Speech Analytics solutions, enhances value through deep understanding of the customer journey.
customer care
“Predictive Analytics: Using Big Data to Improve Multichannel Customer Care”
Opus Research analyzes the offerings of leading platform vendors who give companies the power to enable customers to use their device-of-choice and channel-of-choice at their time-of-choice.
U.S Bank and Banco Santander Mexico to Highlight Mobile Banking, Customer Care at VBC San Francisco
U.S. Bank and Banco Santander Mexico will describe how voice biometrics can be used to authenticate banking customers over the phone or for mobile banking applications.
Blue KC Taps IntelliResponse for Website Questions about Affordable Care Act
Blue Cross and Blue Shield of Kansas City (Blue KC) is touting the use of virtual agents for a “more engaging online experience
Aquisition of UserEvents Is Part of Predictable Transformation at LiveOps
Observing that it has seen 55% growth in its core platform revenue over the past two years, Redwood City-based LiveOps is undergoing some fundamental, though predictable, changes.
Genesys Stratefies its Platform Strategy into Three Tiers
Genesys Labs has organized a set of contact center capabilities into three distinct “editions.”
Video: Impact of Voice Biometrics on Customer Experience, Fraud Prevention
DBS, ING Bank, Vodafone, Australian National Tax Office, Aite Group share their insights on the value proposition for voice biometrics.
Aspect Introduces Zipwire: Cloud-based Contact Center based on Voxeo
Aspect is aggressively marketing a robust, cloud-based contact center service called Zipwire, based on Voxeo’s core technologies.
Acquisition of SoCoCare is Game Changer for Five9 and the CloudCenter Crowd
Five9, which has been vying for share among scores of cloud-based solutions providers (which I call “the CloudCenter Crowd”) has acquired SoCoCare
The Meaning of Mayday and its High Profile on the New Kindle Fire HDX Line from Amazon
The Mayday button is a radical change in the customer care paradigm.