Tim Andrew, general manager for ATMs and self-service at National Australia Bank, delivered the latest insights on the bank’s real world experience with biometric authentication.
customer care
Growth of Smartphone Base Drives SpeechCycle to Form a Mobile Division
SpeechCycle has formed a new Mobile Division to focus exclusively on applications for the growing population of smartphone users.
SpeechCycle Hits a “Billion Interaction” Milestone
SpeechCycle, a firm that has pioneered robust, phone-based self-service application development, has hit a billion interaction milestone.
2010 Reflections and 2011 Predictions: M-M-M Good!
“Multichannel, Multimodal and Mobile” made a nice alliterative mantra for RC (Recombinant Communications) practitioners in 2010.
Webcast Replay: Social Media in Your Company – Smashing Silos and Connecting with Customers
You can view a replay of the Webcast I participated in with Bob Hockman of Empirix. In it I showcase how social media and collaboration tools are becoming ingrained in enterprise contact centers and IT fabrics.
RightNow’s Run-up Validates the Recombinant Contact Center
Last week, there was ample good news to go around as RightNow held its annual “Summit” for customers, partners and analysts.
RightNow Releases Customer Experience Survey Results
At RightNow’s Customer Summit in Colorado Springs this morning, CEO Greg Gianforte discussed some of the high-level results of this year’s “Customer Experience Survey.”
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.
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 ›