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Research Articles: |
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Contact Centers Look to the Cloud
But despite vendors’ promises, no complete solutions exist yet (July 21, 2010)
Contact Center in the Cloud
NewVoiceMedia offers innovative, software-only package (QuickTake - May 26, 2010)
Contact Centers Struggle for Customers’ Trust
U.K. Customer Contact Association forum reveals pressure to change (November 19, 2007)
Consolidation Could Spur Innovation in the Contact Center Market
NICE Systems to acquire Actimize (QuickTake - September 21, 2007)
Contact Centers Still Perform Poorly
Studies show centers don’t meet customers’ expectations (September 7, 2007)
As-Needed Information Drives Contact Center Performance
VPI delivers insights to improve agent effectiveness (July 20, 2007)
Gaining Intelligence about Customer Behavior
ClickFox delivers multichannel customer insights (July 20, 2007)
Customer Service Comes to the Fore
Genesys reinforces support for entire customer service chain (QuickTake - June 19, 2007)
Contact Center Virtualization Accelerates
But many companies don’t take full advantage of their technologies (June 12, 2007)
VoIP Drives Contact Center Maturity
Internet-based communications technology helps companies innovate in customer service (June 1, 2007)
Creating an Efficient and Effective Contact Center
Genesys 7.5’s Dynamic Contact Center moves operations forward (May 14, 2007)
Verint Buys Witness
The contact center market continues to consolidate (May 14, 2007)
Contact Centers Offer More Channels of Communication
Companies look to latest trends to communicate with customers (May 11, 2007)
Technology Can Drive Maturity in Contact Centers
But research finds few maximize use of their technology investments to improve operations and the customer experience (April 23, 2007)
Jacada and Avaya Join Forces
Major contact center vendors partner to improve the agent’s desktop (QuickTake - February 22, 2007)
Adopting Customer-Focused Business Processes
Noetica re-engineers customer interaction-handling processes (February 6, 2007)
Business Intelligence for the Contact Center
Symmetrics suite provides information to improve performance (January 24, 2007)
Will Open Source Work for CRM?
Queplix enters market for customer relationship management (January 17, 2007)
Jacada Provides Intelligent Agent Desktop and SOA
Latest versions help companies improve performance of contact centers (January 4, 2007)
Call-Handling Information Makes Contact Centers More Efficient
Informiam provides insight into call center performance (December 14, 2006)
How Customer Loyalty Impacts Customer Relationship Management
New thinking is needed to make loyal customers more profitable (December 7, 2006)
The Future for CRM: Where Information Management and Business Intelligence Intersect
Lack of customer data integration and quality and MDM hinder organizations (November 21, 2006)
Advanced Communications Change Customer Relationships
As communications costs fall, companies have to rethink how they interact with customers (QuickTake - November 2, 2006)
Oracle Moves into PBX Market
CRM and contact center strategies: joining or conflicting? (QuickTake - October 19, 2006)
Cisco No Longer Purely a Network Company
Industry leader diversifies into products for contact centers (QuickTake - September 28, 2006)
Contact Center BI Starts to Mature
ICCM showcases new vendors focused on the center (QuickTake - September 15, 2006)
Customer-Centric Organization Remains a Dream
Companies need to rethink their customer relationship strategies (September 11, 2006)
Extracting Information from Call Data
BI techniques improve insights from call recordings (QuickTake - September 11, 2006)
CRM Has Passed Its Sell-By Date
Managing customer relationships needs a much broader approach (QuickTake - August 11, 2006)
Customer- and Process-Focused Performance Management
Root-cause analysis and process improvement can help reduce costs (August 3, 2006)
Is Your Customer Data at Risk?
Legislation alone can’t protect this critical asset (QuickTake - July 20, 2006)
HardMetrics Maps Data Delivery
System provides new option for contact center performance management (July 13, 2006)
Onyx To Be Acquired by M2M Holdings
CRM vendor resists takeover by CDC (QuickTake - July 13, 2006)
Envision Performance Suite Helps Improve Operations in Contact Centers
Integrated solution provides support for agents, customers and business in general (July 12, 2006)
Service-Oriented Architecture Has Yet to Arrive In the Contact Center
Many companies aren’t ready to optimize processes and technology to manage customer interactions (June 29, 2006)
Merced Systems Addresses Performance Management in Contact Centers
Large customer uses product to improve agents’ performance (June 2, 2006)
SAP Takes One More Step in its On-Demand Strategy
Will the new functionality and user interface for SAP CRM on-demand be enough? (June 1, 2006)
Onyx Expands CRM Offering
Integrated suite now includes customer interaction process management and analytics (May 26, 2006)
Enkata 6 Supports Operational Performance Management
New version adds industry-specific features for key vertical markets (May 25, 2006)
Finding the Right Performance Measures for Contact Centers
How important is first-time call resolution? (May 25, 2006)
Nice Systems Acquires IEX and Performix
Contact center performance management market consolidates further (QuickTake - May 1, 2006)
Technical Developments Are Broadening Customer Relationship Management
VoIP, analytics and other key technologies may help redeem CRM (March 29, 2006)
SAP Enters on-demand CRM Market
Industry heavyweight gets behind new service model for CRM (March 29, 2006)
Cisco Enters Voice Analytics Market
New Customer Interaction Analyzer application changes market dynamics (QuickTake - March 20, 2006)
The Changing Face of Customer Relationship Management
As companies review their CRM strategies, the next generation of products is emerging (February 6, 2006)
Contact Center Performance Management Research Agenda for 2006
Spotlight is on customer-focused operations and decentralizing customer interaction management to achieve real CRM (January 18, 2006)
Salesforce.com has On-Demand Mishap
Customers of salesforce.com lose service for a day (QuickTake - January 3, 2006)
Voice Technologies Innovate for Efficiency and Effectiveness
Evolution of information technology will change customer operations (October 26, 2005)
The Birth of the Voice-Managed Customer Center
Voice recording and voice analytics herald a new day in contact management (QuickTake - October 26, 2005)
New Cisco-Microsoft Alliance Ignored
Team to support SMB Contact Center fails to make a major impact (QuickTake - October 17, 2005)
The Failed Search for a Single View of the Customer
Organizations continue to struggle to improve customer satisfaction (October 17, 2005)
The Death of CRM Systems
Industry heavyweights pull back from championing CRM (QuickTake - October 17, 2005)
New Engagements and Marriages in the Call Center
Partnerships announced at annual ACCE show (QuickTake - September 29, 2005)
Proactive Customer Service or Intrusion?
Par3 Communications offers unique outbound customer service solution (QuickTake - September 29, 2005)
Salesforce.com Rolls Out a Platform
Multiforce.com is more a development environment than an application (QuickTake - September 6, 2005)
Automation at the Expense of Customer Satisfaction
Customer Contact Processes are Technology-heavy, but Companies Lack Best Practices (September 6, 2005)
Microsoft Enters the Contact Center Market
Contact Center Framework Enables Multi-channel Contact Centers (QuickTake - June 17, 2005)
Performance Management in Contact Centers
New Solutions Unlock Access and Provide Insight (QuickTake - June 16, 2005)
Wrong Metrics, Wrong Behavior
Inappropriate Measures can Lead to Behavior Inconsistent with Business Objectives (May 20, 2005)
Contact Center Performance Management Research Agenda
2005 Focus is Contact Center Maturity, Effectiveness and Innovation (May 6, 2005)
Manage Demand Chain Performance to Derive Greater Business Value
Operational Performance Cannot Improve by CRM Alone (October 28, 2004)
Customer Intelligence Energizes Demand Chain Management
Holistic Approach Enables Powerful Customer-Centric Analysis And Control (October 28, 2004)
Workforce Performance Management – Efficiency and Effectiveness
Automating and Improving Processes and Performance (October 27, 2004)
Siebel Strengthens Commitment to Business Intelligence
Broadening of Analytic Application Suite Brings New Focus for Siebel Business Analytics (October 19, 2004)
PeopleSoft: Succeed or Secede
Another Option for PeopleSoft Users is Thinkable (October 11, 2004)
Looking for CRM ROI in all the Wrong Places
Operational CRM Applications Necessary but not Sufficient for ROI (October 8, 2004)
Pilot Software Introduces Web Channel Performance Management
Pilot Software Targets Strategy-Execution Alignment for Under-Served Web Initiatives (September 20, 2004)
Business Intelligence for Operational Performance
Research Study Brings New Insight and Facts on BI for Line of Business (September 1, 2004)
Customer Profitability and Demand Chain Strategies
Creating Cross-Functional Customer Value-Based Initiatives (July 28, 2004)
Customer Profitability is Not a Financial Metric
Demand Chain Perspective Often Accelerates Resolution (July 12, 2004)
Witness Systems Builds on Mature Call Center Foundation
Customers Bear Witness to eQuality Insights (June 25, 2004)
Sales Effectiveness And Customer Profitability
Using Planning And Analysis To Optimize Account Coverage (May 10, 2004)
Siebel and Teradata Team for BI
Strategic Partnership Enriches Solutions and Platform for Business and IT (April 20, 2004)
Higher Performance From Contact Centers
Centers Will Form The Foundation For Customer Interaction Effectiveness (April 2, 2004)
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Vendor Overview: |
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Syntellect offers a comprehensive array of self-service and live-assistance solutions and services - from packaged, off-the-shelf products to modular tools and custom capabilities - all of which are focused on increasing customer satisfaction and decreasing customer service costs for inbound and outbound voice, Web, and Email communications.
www.syntellect.com
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