Monday, 05 February 2018 09:26

WHAT WOULD MISS MANNERS SAY?

“Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.”

On December 19, 2017, Verint Systems, Inc. of Melville, NY, announced that it has acquired the outstanding equity interests of Next IT Corporation of Spokane, WA. The privately-held company was acquired for $30 million in cash plus potential future cash payouts.

Published in Research Briefs
Monday, 08 January 2018 10:06

CONTACT CENTER 2018: A FIRESIDE CHAT

“The contact center has become a focal point of business intelligence.”

Monday, 04 December 2017 11:42

2018: THE TIMES THEY ARE A-CHANGIN’

“Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.”

“These are men and women who’ve sacrificed so much for our country, they deserve the dignity of work and financial stability for themselves and their families.”

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.”

“The most significant awards are those that not everyone wins. That means the company that won the award has truly differentiated itself and has earned external validation for its product or service.”

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.”

On July 31, 2017, NICE, of Hoboken, NJ, announced the launch of NICE inContact CXone™, engineered from the ground-up to provide the global contact center industry with a cloud platform that provides extensive native functionality along with hundreds of APIs that support integration with partner solutions as well as customer-specific extensions. Capabilities inherent in the platform include omni-channel routing, workforce optimization (WFO), analytics, robotic automation, and artificial intelligence (AI).

Published in Research Briefs

On July 19, 2017, Verint® Systems, Inc., of Melville, NY, introduced Knowledge Management Professional. Knowledge Management Professional represents Verint’s expansion of its knowledge management solution to include contact centers of all sizes, including the small-to-medium sized business, and joins Verint’s Knowledge Management Enterprise as part of Verint’s Employee Engagement suite and broader Customer Engagement Portfolio.

Published in Research Briefs
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