Monday, 02 January 2017 13:01

A Predilection For Predictive Predictions

“Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.”

Thursday, 01 December 2016 13:26

Rocket Man

“The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s leadership.”

Monday, 07 November 2016 12:27

Your Best Bet? Hire A Vet!

“Hiring a veteran is good business—whether you work in the contact center or as a supplier to the industry.”

Monday, 03 October 2016 15:14

I, Chatbot

“Chatbots are impacting the customer service profession for the betterment of the worker and the customer.”

On June 22, 2016, Calabrio, of Minneapolis, MN, announced a strategic partnership with cloud contact center provider Five9 of San Ramon, CA. The terms of the partnership provide for Five9 to OEM Calabrio’s workforce optimization (WFO) software and for Calabrio to sell the entire end-to-end Five9 Cloud Contact Center suite as part of its contact center solutions suite.

Published in Research Briefs

On July 20, 2016, Verint® Systems of Melville, NY, announced Verint Robotic Process Automation™, the company’s entrée into the use of software robots to automate, manage and execute high volumes of routine tasks in the contact center and back office, which shape the customer experience. Organizations deploying Verint Robotic Process Automation can significantly reduce manual processing of repetitive and routine tasks, improving the quality and consistency of transactions while freeing employees to address higher-value customer-facing activities.

Published in Research Briefs
Thursday, 01 September 2016 00:00

Saddletree Research Kachina Awards

“The Kachina Award will not be an easy award to win. It has to be earned, but those who do win will have the satisfaction of knowing that they have achieved something special.”

“The young people that I see getting ahead today are the ones whose attitude is, ‘Let me do whatever it takes for the business to be successful.’”  Verint’s Nancy Treaster shares insights on succeeding in today’s workforce.

“One thing we have in Africa now is bandwidth, and lots of it. The cloud will be the enabler of the contact center in Africa.”

An industry visionary who embodied cowboy ethics.

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