Speech Analytics Product and Market Report Reprint. Sponsored by:
|
|
- Tamsin Johnson
- 6 years ago
- Views:
Transcription
1 Speech Analytics Product and Market Report Reprint Sponsored by:
2 Table of Contents 1. Speech Analytics Vendor Satisfaction Analysis Summary of Survey Findings and Analysis Detailed Survey Findings and Analysis... 5 About CallMiner... 8 About DMG Consulting LLC i - DMG Consulting LLC
3 1. Speech Analytics Vendor Satisfaction Analysis DMG Consulting conducts an independent customer satisfaction survey to measure end-user satisfaction with vendors and their products as well as their service, support, professional services, training and innovation. DMG conducts these satisfaction analyses because they provide great insights into general market trends and challenges, and end-user issues and concerns about vendors and products. DMG strongly recommends that prospects conduct their own reference checks by contacting at least 3 customers from their preferred vendor before making an investment. References are often very helpful in sharing their lessons learned. This satisfaction study evaluates the performance of the 7 leading and contending vendors analyzed at a detailed level in the Speech Analytics Product and Market Report: Avaya, Calabrio, CallMiner, Genesys, NICE, Uptivity/inContact and Verint. DMG obtained a completed survey from 3 customers for each of these vendors. Since confidentiality is important to survey participants and respected throughout our process, the names of references and the companies that they represent are not directly attributed to any of the comments or ratings contained in this Report. The research for DMG Consulting s customer satisfaction survey was conducted as follows: 1. The speech analytics vendors were asked to provide contact information for five customers who had agreed in advance to participate in the satisfaction survey. 2. DMG Consulting sent the participating customers an with a link to a Web survey. The survey consisted of 12 questions, which fell into the following categories: 1. Customer background name of their speech analytics vendor, the top 3-5 primary investment drivers for purchasing a speech analytics solution, the top 3-5 ways that speech analytics was being used, the top 3-5 benefits realized, and which business units were using the information surfaced by speech analytics. 2. Product satisfaction detailed questions about 21 aspects of product satisfaction including: ease of use/configuration/maintenance, ease of integration with third-party applications, ease of creating searches and queries, accuracy and business relevance of results, ability to fine-tune results, call analysis capabilities, emotion detection/sentiment analysis DMG Consulting LLC
4 capabilities, ability to conduct automated root cause analysis, ability to conduct discovery and surface previously unknown issues or new and breaking trends, ability to correlate seemingly unrelated issues, real-time capabilities, reporting and dashboards, ability to improve customer service, ability to improve the customer journey, ability to improve first contact resolution, ability to reduce operating costs, ability to improve adherence to regulatory requirements, ability to serve as an early warning system to identify issues before they escalate and impact a large number of customers, ability to improve customer retention, ability to increase sales and collections, and ability to realize the expected payback from the system. 3. Vendor performance satisfaction levels with the vendor s implementation, training/workshops, ongoing service and support, professional services, innovation, responsiveness to product enhancement requests, communication, product pricing, and the customer s overall satisfaction level with the vendor/solution. 4. Open-ended questions top 3-5 strengths and top 3-5 challenges of the speech analytics solution; biggest impact that speech analytics has had on the contact center; what the vendor should do to help end users more quickly realize the benefits and payback from the speech analytics solution; and an open invitation for participants to express general thoughts about their experience with the vendor and solution. A total of 21 customer responses (3 from each vendor) were received and analyzed. The vendor satisfaction ratings reported in this analysis were calculated by averaging the scores provided by customers for each vendor and category, using the point scale illustrated in Figure 1. Figure 1: Customer Survey Rating Categories Satisfaction Rating Points Assigned Completely satisfied 5 Highly satisfied 4 Satisfied 3 Somewhat satisfied 2 Not satisfied 1 Source: DMG Consulting LLC, August DMG Consulting LLC
5 1.1 Summary of Survey Findings and Analysis The Figures and analyses that follow represent the results of DMG Consulting s speech analytics customer satisfaction survey. This section of the analysis examines customer satisfaction ratings across the 10 major survey categories, including: product, implementation, training/workshops, ongoing service and support, professional services, innovation, responsiveness to product enhancement requests, communication, product pricing, and the customer s overall level of satisfaction with the vendor/solution. Vendor product satisfaction scores were derived by averaging the results of the 21 product satisfaction components found in Figure 3: Product Satisfaction Ratings, by Category. As seen in Figure 2, a majority (37.1%) of the satisfaction scores for all vendors in the 10 major categories surveyed fell into the highly satisfied range (4.0 to 4.66). 30% of the average ratings were in the satisfied range (3.0 to 3.95); 22.9% were in the completely satisfied range; and 10% were somewhat satisfied. Overall, the speech analytics references were highly satisfied (4.04 to 4.33) in 6 of the 10 categories they were asked to rate: training, ongoing service and maintenance, professional services, innovation, communication and overall vendor satisfaction. The remaining four categories product, implementation, responsiveness to product enhancement requests and product pricing achieved an average satisfaction score of satisfied (3.90 to 3.96). It is important to note that the ranges between the high and low score in 8 of the 10 categories were 2.0 or higher. This suggests significant disparities among the speech analytics solutions and vendors. The most notable results were shared by CallMiner and Verint. CallMiner achieved a perfect score, 5.0, in 6 categories: ongoing service and maintenance, professional services, innovation, communication, pricing and overall vendor satisfaction. CallMiner earned top score in 2 other categories: product (4.95) and implementation (4.96). Verint achieved a perfect score, 5.0, in 6 categories: training, ongoing service and maintenance, professional services, innovation, responsiveness to product enhancement requests and communication. Verint also achieved top score for implementation (4.66). Calabrio achieved a perfect score in 4 categories: ongoing service and maintenance, professional services, communication and overall vendor satisfaction DMG Consulting LLC
6 Figure 2: Average Satisfaction Ratings, by Category Avaya Calabrio CallMiner Genesys NICE Uptivity/ incontact Verint Category Average Product Implementation Training Ongoing service and maintenance Professional services Innovation Responsiveness to product enhancement requests Communication Pricing Overall vendor satisfaction Notes: 1. Product satisfaction scores were derived by averaging the results of the 21 product satisfaction components in Figure These scores do NOT represent the average of the other categories; this is a separate category where customers were asked to rate their overall satisfaction with all aspects of their vendor relationship. Source: DMG Consulting LLC, August 2014 Range DMG Consulting LLC
7 1.2 Detailed Survey Findings and Analysis Product Satisfaction by Category Survey participants were asked to rate their satisfaction with their vendor s speech analytics solution for 21 key components, including: ease of use/configuration/maintenance, ease of integration with third-party applications, ease of creating searches and queries, accuracy and business relevance of results, ability to fine-tune results, call analysis capabilities, emotion detection/sentiment analysis capabilities, ability to conduct automated root cause analysis, ability to conduct discovery and surface previously unknown issues or new and breaking trends, ability to correlate seemingly unrelated issues, real-time capabilities, reporting and dashboards, ability to improve customer service, ability to improve the customer journey, ability to improve first contact resolution, ability to reduce operating costs, ability to improve adherence to regulatory requirements, ability to serve as an early warning system to identify issues before they escalate and impact a large number of customers, ability to improve customer retention, ability to increase sales and collections, and ability to realize the expected payback from the system. Figure 3 shows that most (39.5%) of the average satisfaction ratings for the 21 product categories surveyed fell into the highly satisfied (4.0 to 4.66) range, 24.5% fell into the satisfied range (3.0 to 3.66), 21.8% of the scores were completely satisfied (5.0), and 14.3% were only somewhat satisfied (2.33 to 2.66). Again it s important to note that the ranges between the high and low score in 20 of the 21 categories were 2.0 or higher. This suggests significant disparities among the speech analytics solutions. CallMiner took the lead in the category of product satisfaction with an overall average score of CallMiner achieved a perfect score, 5.0, in 18 of the 21 product component categories. Verint came in second place for product satisfaction with an average score of 4.71, and earned a perfect score in 9 of the categories. Calabrio was in third place with an average score of 4.39 and a perfect score in 5 of the categories DMG Consulting LLC
8 Figure 3: Product Satisfaction Ratings by Category Ease of use/configuration/ maintenance Ease of integration with third-party applications Avaya Calabrio CallMiner Genesys NICE Uptivity/ incontact Verint Category Average Ease of creating searches and queries Accuracy and business relevance of results Ability to fine-tune results Call analysis capabilities Emotion detection/sentiment analysis capabilities Ability to conduct automated root cause analysis Ability to conduct discovery and surface previously unknown issues or new and breaking trends Ability to correlate seemingly unrelated issues Real-time capabilities Reporting and dashboards Ability to improve customer service Ability to improve the customer journey Ability to improve first contact Range DMG Consulting LLC
9 Figure 3: Product Satisfaction Ratings by Category resolution Avaya Calabrio CallMiner Genesys NICE Uptivity/ incontact Verint Category Average Ability to reduce operating costs Ability to improve adherence to regulatory requirements Ability to serve as an early warning system to identify issues before they escalate and impact a large number of customers Ability to improve customer retention Ability to increase sales and collections Ability to realize the expected payback from the system Vendor Average Source: DMG Consulting LLC, August 2014 Range DMG Consulting LLC
10 About CallMiner CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner s Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions calls/audio, chat, , surveys and social to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) , or visit About DMG Consulting LLC DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. This reprint is excerpted from the Speech Analytics Product and Market Report, which was released in August 2014 with the permission of DMG Consulting LLC. More information about this Report and DMG Consulting is available at DMG Consulting LLC
11 2014 DMG Consulting LLC. All rights reserved. This Report is protected by United States copyright law. The reproduction, transmission or distribution of this Report in whole or in part in any form or medium without express written permission of DMG Consulting LLC is strictly prohibited. You may not alter or remove any copyright, trademark or other notice from this Report. This Report contains data, materials, information and analysis that is proprietary to and the confidential information of DMG Consulting LLC and is provided for solely to purchasers of this Report for their internal use. THIS REPORT AND ANY DATA, MATERIALS, INFORMATION AND ANALYSIS CONTAINED HEREIN MAY NOT BE DISCLOSED TO OR USED BY ANY OTHER PERSON OR ENTITY WITHOUT THE EXPRESS PRIOR WRITTEN CONSENT OF DMG CONSULTING LLC. Substantial effort went into verifying and validating the accuracy of the information contained within this Report, however, DMG Consulting LLC disclaims all warranties as to the accuracy or completeness of this information. DMG Consulting LLC shall not be liable for any errors or omissions in the information contained herein or for any losses or damages arising from use hereof DMG Consulting LLC
Enterprise Uses of Speech Analytics
Enterprise Uses of Speech Analytics May 2017 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Using Speech Analytics to Improve the Customer Journey... 1 Contributions of Speech/Text Analytics...
More informationWorkforce Optimization Suites for Small and Mid-Size Contact Centers
Workforce Optimization Suites for Small and Mid-Size Contact Centers May 2017 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 What is a Unified WFO Suite?... 1 Recording and
More informationABSTRACT Speech Analytics Product and Market Report
ABSTRACT 2017-2018 Speech Analytics Product and Market Report 1 The 2017-2018 Speech Analytics Product and Market Report, DMG Consulting s twelfth annual edition, provides the most comprehensive and thorough
More informationSpeech Analytics Product and Market Report Reprint. Reprinted for:
Speech Analytics Product and Market Report Reprint Reprinted for: Table of Contents 1. Introduction... 1 2. What is Speech Analytics?... 4 2.1 How Speech Analytics Works... 4 3. Maximizing the Return from
More informationWorkforce Management Doesn t Have to be So Hard. By DMG Consulting LLC
Workforce Management Doesn t Have to be So Hard By DMG Consulting LLC Foreword It is critical that contact centers to be able to schedule and forecast inbound and outbound call volumes, as well as manage
More informationTop 35 Reasons You Need Contact Center Performance Management
Top 35 Reasons You Need Contact Center Performance Management February 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Real-Time and Historical CCPM... 1 Top Reasons to
More informationWhat End Users Want From Their Cloud-Based Contact Center Infrastructure Vendor
What End Users Want From Their Cloud-Based Contact Center Infrastructure Vendor March 2017 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 One Throat to Choke and Ease of Doing
More informationYour Customers Deserve a Better IVR
Your Customers Deserve a Better IVR March 2017 Sponsored By: Table of Contents Introduction... 1 The Financial Justification for Investing in Your IVR... 1 IVR Investment Guidelines... 4 Building a Continuous
More informationROUNDTABLE INNOVATIONS AND TRENDS IN CUSTOMER SERVICE
Brian LaRoche, Director, Account Based Marketing, CallMiner Annette Miesbach, Product Marketing Manager, incontact Kelly Koelliker, Director, Global Solutions Marketing, Verint ROUNDTABLE INNOVATIONS AND
More informationPredicting customer satisfaction helps prioritize interactions and prevent churn
Predicting customer satisfaction helps prioritize interactions and prevent churn Publication Date: 03 Feb 2016 Product code: IT0020-000177 Aphrodite Brinsmead Ovum view Summary Although customer service
More informationABSTRACT Workforce Optimization (WFO) Mid-Year Market Share Report
ABSTRACT 2016 Workforce Optimization (WFO) Mid-Year Market Share Report 1 DMG Consulting s 12th annual Workforce Optimization Mid-Year Market Share Report provides a comprehensive analysis of the financial
More informationABSTRACT Contact Center Workforce Optimization Market Share Report
ABSTRACT 2018 Contact Center Workforce Optimization Market Share Report 1 This is DMG Consulting LLC s 15th annual Contact Center Workforce Optimization (WFO) Market Share Report. The Report analyzes revenue
More informationUnified Employee Desktop. Best Practice Guide
Unified Employee Desktop Best Practice Guide Table of Contents Introduction... 3 1. Decide Where to Start... 4 2. Design Your Process... 4 3. Deploy Your Integration Strategy... 5 4. Use Contextual Knowledge
More informationnexidia analytics Nexidia Analytics customer engagement analytics portfolio
Nexidia Analytics customer engagement analytics portfolio Companies today face several critical business challenges the need to increase revenue and market share, acquire new customers and retain existing
More informationnexi d i a a n a lyti c s Nexidia Analytics customer engagement analytics portfolio
nexi d i a a n a lyti c s Nexidia Analytics customer engagement analytics portfolio Companies today face several critical business challenges the need to increase revenue and market share, acquire new
More informationDesktop Analytics: The Key to a Better Back Office Sponsored By:
Desktop Analytics: Sponsored By: 2011 DMG Consulting LLC -1- March 2011 Table of Contents Why Desktop Analytics is Essential for Back-Office Operations... 1 Desktop Analytics Defined... 1 Uses and Benefits
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationThe Customer Engagement Company. Delivering solutions that forge deeper, more meaningful and valuable customer relationships
The Customer Engagement Company Delivering solutions that forge deeper, more meaningful and valuable customer relationships Customer Engagement for the Long Term Engagement is fundamentally changing. End-customers
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More informationImproving Contact Center Performance with Noble RTSA
Improving Contact Center Performance with Noble RTSA Real-time Speech Analytics help companies uncover and act on insights from customer interactions as they take place. Analyze Phrases and Sentiment to
More informationThe Customer Engagement Company. Delivering solutions that forge deeper, more meaningful and valuable customer relationships
The Customer Engagement Company Delivering solutions that forge deeper, more meaningful and valuable customer relationships Customer Engagement for the Long Term Engagement is fundamentally changing. End-customers
More informationNationwide Credit Corporation. Finds that Silence is Not Golden and Improves Compliance with Interaction Analytics
Nationwide Credit Corporation Finds that Silence is Not Golden and Improves Compliance with Interaction Analytics Industry Collections Business Value Risk and Compliance Agent Performance Management Contact
More informationOverview: Nexidia Analytics. Using this powerful toolset, you will be able to answer questions such as:
Overview: Nexidia Analytics Companies today face several critical business challenges the need to increase revenue and market share, acquire new customers and retain existing ones, drive operational efficiencies,
More informationCustomer Engagement Optimization. A guide to solutions from Verint
Customer Engagement Optimization A guide to solutions from Verint Seriously smart organizations are poised for competitive advantage. Are you? As consumer expectations continue to grow, customer centricity
More informationABSTRACT Robotic Process Automation Product and Market Report
ABSTRACT 2018 Robotic Process Automation Product and Market Report 1 This is DMG Consulting s second report on robotic process automation (RPA), and the first edition dedicated entirely to this fast-growing
More informationAdopt New SAP Innovations Early And Win
SAP Brief SAP Early Adopter Care Adopt New SAP Innovations Early And Win SAP Brief Get a head start on innovation Success in today s dynamic, disruptive business environment means making decisions quickly,
More informationDigital Workplace Service
Author: Jim Lundy Hot Vendors in Unified Communications and Collaboration, 2016 Summary: Communications and Collaboration is evolving as emerging providers look to enhance existing services or replace
More informationGetting Workforce Optimization Right
Getting Workforce Optimization Right How to align agent training and management with customer needs An Ovum White Paper sponsored by Publication Date: July 2011 INTRODUCTION Although the economy is seemingly
More informationOverview: Nexidia Analytics. Using this powerful toolset, they will be able to answer questions such as:
Overview: Nexidia Analytics Companies today face several critical business challenges the need to increase revenue and market share, acquire new customers and retain existing ones, drive operational efficiencies,
More informationHow Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI
How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI RANKED #1 in Customer Satisfaction among SPEECH ANALYTICS VENDORS Independent Analysts Surveys Introduction Analytics
More informationBecome a high-performing, agile contact center focused on the customer experience
Become a high-performing, agile contact center focused on the customer experience Overview While operational efficiency will always be a priority for contact centers, more and more are aspiring to be a
More informationSponsored By: Contact Center Best Practices: Using Training to Achieve Enterprise Goals
Sponsored By: Contact Center Best Practices: Using Training to Achieve Enterprise Goals Table of Contents I. Training is Essential for Business Transformation...1 II. Scenario 1: The Role of Training in
More informationWorkforce Optimization Vendor Report: Verint
Workforce Optimization 2016 Vendor Report: Verint Bend, Oregon August 2016 Ventana Research performed this research and analysis independently. Our goals were to determine the Value Index for Workforce
More informationAvoiding Knowledge Management Pitfalls. Ten Common Mistakes and How to Avoid Them
Avoiding Knowledge Management Pitfalls Ten Common Mistakes and How to Avoid Them Table of Contents Introduction... 1 1. Failure to Set and Track Specific Goals... 1 2. Doing Too Much at Once... 2 3. Starting
More informationPredicts 2013: Marketing Technology Investments Continue to Increase and Expand Into New Areas
G00245763 Predicts 2013: Marketing Technology Investments Continue to Increase and Expand Into New Areas Published: 16 November 2012 Analyst(s): Adam Sarner, Kimberly Collins Marketing technology investments
More informationReady for the GDPR, Ready for the Digital Economy Fast-Track Your Midsized Business for the Digital Economy While Addressing GDPR Requirements
SAP Database and Data Management Portfolio/SAP GRC Solutions Ready for the GDPR, Ready for the Digital Economy Fast-Track Your Midsized Business for the Digital Economy While Addressing GDPR Requirements
More informationCustomer Engagement Optimisation. A guide to solutions from Verint
Customer Engagement Optimisation A guide to solutions from Verint Seriously smart organisations are poised for competitive advantage. Are you? Nearly 90% of consumers say good service makes them feel more
More informationAccelerate Business Growth with SAP SuccessFactors Talent Management Suite
SAP SuccessFactors Talent Management Suite Accelerate Business Growth with SAP SuccessFactors Talent Management Suite 1 / 11 Table of Contents 3 Put People at the Center of Your Business 4 Drive Better
More informationFour ideas to improve quality management in your contact centre
Four ideas to improve quality management in your contact centre Four ideas to improve quality management in your contact center According to Bain & Co, a customer is 4x more likely to buy from a competitor
More informationVerint Speech Analytics for Financial Trading. Use Cases for Analytics on the Trading Floor
Verint Speech Analytics for Financial Trading Use Cases for Analytics on the Trading Floor Table of Contents Introduction and Background... 1 Making Voice Searchable... 2 Supporting Regulator/Audit Requests...
More informationRefine The Source Of Truth In Your Contact Center To Drive Better Performance
Refine The Source Of Truth In Your Contact Center To Drive Better Performance by Art Schoeller Why Read This Report To quote Yogi Berra, If you don t know where you are going, you ll end up someplace else.
More informationLearning and Analytics
SAP SuccessFactors White Paper Business Briefing Learning and Analytics Why learning with analytics bridges the gaps in your workforce s capabilities, improves performance and delivers a quantifiable ROI
More informationESSENTIAL ELEMENTS OF CONVERSATIONAL AI. How human-emulated conversations improve user engagement and solve business challenges
ESSENTIAL ELEMENTS OF CONVERSATIONAL AI How human-emulated conversations improve user engagement and solve business challenges What is Conversational AI? Conversational AI is a field of artificial intelligence
More informationHP Solution Management Services. Solution brief
HP Solution Management Services Solution brief HP Software Professional Services provides a unique portfolio of Solution Management Services to help you fully utilize, support, and maintain your large
More informationSAP SuccessFactors Workforce Analytics: Insights That Drive Business Results
SAP Product Brochure SAP SuccessFactors Workforce Analytics: Insights That Drive Business Results Today, organizations are growing globally and operating in conditions of great uncertainty, complexity,
More informationincontact Analytics Consolidated reporting and analytics for your contact center.
incontact Analytics Consolidated reporting and analytics for your contact center. incontact Analytics Turn insights into results incontact Analytics, our consolidated reporting and analytics solution,
More informationOmnichannel Analytics. Consolidated reporting and analytics for your contact center
Omnichannel Analytics Consolidated reporting and analytics for your contact center Turn insights into results NICE incontact CXone Analytics our consolidated reporting and analytics solution, turns insights
More informationBI Platforms User Survey, 2010: Customers Rate Their BI Platform Vendors
BI Platforms User Survey, 2010: Customers Rate Their BI Platform Vendors Gartner RAS Core Research Note G00174198, Rita L. Sallam, 5 February 2010 R3334 07092010 Gartner recently surveyed business intelligence
More informationAnalytics. Consolidated reporting and analytics for your contact center
Analytics Consolidated reporting and analytics for your contact center Turn insights into results NICE incontact CXone Analytics our consolidated reporting and analytics solution, turns insights into results
More informationTVS Motor Company: Ensuring System Uptime Through Collaboration with SAP Enterprise Support
2013 SAP AG or an SAP affiliate company. All rights reserved. Picture Credit TVS Motor Limited, Hosur, India. Used with permission. TVS Motor : Ensuring System Uptime Through Collaboration with SAP Enterprise
More informationFINRA 2090/2111 Solutions & Expertise
FINRA 2090/2111 Solutions & Expertise TABLE OF CONTENTS Overview... 3 Requirements for Institutions... 3 Recommended Approach... 4 Actimize Solutions for FINRA Know Your Customer & Suitability Requirements...
More informationThe value proposition of IBM Supply Chain Business Network
The value proposition of IBM Supply Chain Business Network IBM continues to execute well against an aggressive product strategy and roadmap Publication Date: 03 Aug 2017 Product code: IT0022-001044 Saurabh
More informationItron Analytics. Maximize the Full Value of Your Smart Grid. Image
Itron Analytics Maximize the Full Value of Your Smart Grid Image Complete Data Intelligence Lifecycle The ultimate goal of the smart grid is to ensure safe and reliable delivery of energy. Building your
More informationMarkit delivers an end-to-end solution that supports client reporting processes.
Client reporting Markit helps firms automate processes around the creation and distribution of portfolio reports, product factsheets, account statements and sales proposals to enhance client communications.
More informationLenovo is a leader in x86-based server customer satisfaction scores in 1H16. August 2016 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.
Lenovo is a leader in x86-based server customer satisfaction scores in 1H16 August 2016 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. Introduction Global server customers are deploying x86-based
More informationImpact 360: Your single-source workforce optimization solution
Impact 360: Your single-source workforce optimization solution Now You Can: Unify performance management, workforce management, full-time recording, quality monitoring, and elearning under one platform
More informationA Digital First Engagement Management Framework. For Government and Public Sector
A Digital First Engagement Management Framework For Government and Public Sector Contents 1 2 3 4 5 6 7 8 9 10 11 Introduction Introducing Verint s Digital First Engagement Management Framework Digital
More informationThe Business Case for Unified IT: Automated IT Service and Unified Endpoint Management Solution
The Business Case for Unified IT: Automated IT Service and Unified Endpoint Management Solution The Business Case for Unified IT: Automated IT Service and Unified Endpoint Management Solution An ROI White
More informationCustomer Experience of Tomorrow November 2018
Sponsored by: Zendesk To differentiate in a competitive environment, a brand needs to create customer support experiences that are integrated and compelling over the lifetime of a relationship with a customer.
More informationHow Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes
How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes RANKED #1 in Customer Satisfaction among SPEECH ANALYTICS VENDORS Independent Analysts Surveys How Call Centers Can
More informationIDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment
IDC MarketScape IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment Mary Wardley THIS IDC MARKETSCAPE EXCERPT FEATURES: INCONTACT IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape
More informationNew Trends in Contact Center industry. Matija Pavelić Voice Solutions Manager Asseco SEE
New Trends in Contact Center industry Matija Pavelić Voice Solutions Manager Asseco SEE Agenda Omni-channel Customer Experience Omnichannel evolution of Multichannel or? Communication channels Communication
More informationRealize and Sustain the Value of Your Micro Focus Implementation
White Paper Professional Services Realize and Sustain the Value of Your Micro Focus Implementation Micro Focus Professional Services provides Solution Management Services to help you fully utilize, manage,
More informationFour Ways To Help Your Contact Center Dramatically Improve Customer Experiences
Four Ways To Help Your Contact Center Dramatically Improve Customer Experiences Data RECORD Analyse Happy Customers! OPTIMIZE Improve Even if you already have a workforce optimization system in place.
More informationTogether, they re better. NICE Quality Central + Nexidia Analytics. Faster insights. Better outcomes.
Together, they re better. NICE Quality Central + Nexidia Analytics. Faster insights. Better outcomes. NICE Quality Central Powered by Nexidia Analytics Better Together Align Quality Processes The contact
More informationVerint Engagement Management Solution Brief. Overview of the Applications and Benefits of
Verint Engagement Management Solution Brief Overview of the Applications and Benefits of Verint Engagement Management November 2015 Table of Contents Introduction... 2 Verint Engagement Management Advantages...
More informationBest practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationImprove Enterprise Application Adoption with User Experience Analytics
SAP Brief PUBLIC Technology Platform SAP User Experience Management by Knoa Improve Enterprise Application Adoption with User Experience Analytics SAP Brief Improving the user experience starts with the
More informationInnovative Approaches to Cloud, Mobile, and Social Learning
SAP Brief SAP Education SAP Workforce Performance Builder Objectives Innovative Approaches to Cloud, Mobile, and Social Learning Workforce Performance Builder 2014 Performance Support Technology User competence:
More informationMicrosoft Dynamics AX 2012 R3 CU8. Total Compensation Statement
Microsoft Dynamics AX 2012 R3 CU8 Total Compensation Statement V1.0 Released: November 12, 2014 Conditions and Terms of Use Microsoft Partner This training package content is proprietary and confidential,
More informationCA Network Automation
PRODUCT SHEET: CA Network Automation agility made possible CA Network Automation Help reduce risk and improve IT efficiency by automating network configuration and change management. Overview Traditionally,
More informationPredictive Analytics Reimagined for the Digital Enterprise
SAP Brief SAP BusinessObjects Analytics SAP BusinessObjects Predictive Analytics Predictive Analytics Reimagined for the Digital Enterprise Predicting and acting in a business moment through automation
More informationVoice as a Service. A flexible and reliable network connectivity suite
Voice as a Service A flexible and reliable network connectivity suite Quality optimized voice and data services built for the contact center Voice as a Service is a network connectivity suite delivering
More informationBoost Performance with Time-Based Incentives
HR Advancement Center STUDY EXCERPT Boost Performance with Time-Based Incentives An Excerpt from Hardwiring Accountability at the Front Line 2014 The Advisory Board Company HR Advancement Center Project
More informationSourcing Management: What s the Problem?
Sourcing Management: What s the Problem? A CHERUB White Paper by Mark Probyn and John Liburti This is an extract only. For a copy of the complete whitepaper (12 pages) send an email to CHERUB via the Contact
More informationDeveloper Relations & Marketing
Developer Relations & Marketing Developers have always been an important constituency for technology companies, but they are becoming even more important as key stakeholders and customers for software
More informationThe 2014 Guide to SAP Enterprise Performance Management (EPM) Solutions: An excerpt. David Williams SAP
The 2014 Guide to SAP Enterprise Performance Management (EPM) Solutions: An excerpt David Williams SAP Performance Management Challenges for Finance The new normal for Finance professionals Volatile economic
More informationHR110. Business Processes in HCM Payroll COURSE OUTLINE. Course Version: 15 Course Duration: 2 Day(s)
HR110 Business Processes in HCM Payroll. COURSE OUTLINE Course Version: 15 Course Duration: 2 Day(s) SAP Copyrights and Trademarks 2016 SAP SE or an SAP affiliate company. All rights reserved. No part
More informationLenovo earns top x86 server customer satisfaction scores in 2Q15. August 2015 TBR TECHNOLOGY BUSINESS RESEARCH, INC.
Lenovo earns top x86 server customer satisfaction scores in 2Q15 August 2015 TBR TECHNOLOGY BUSINESS RESEARCH, INC. Lenovo x86 server customer satisfaction scores exceed those of Dell and HP Global server
More informationSAP Hybris Cloud for Customer Portfolio of Services
SAP Information Sheet SAP Hybris Expert Services SAP Hybris Cloud for Customer Overview SAP Hybris Cloud for Customer is designed to empower your teams to sell and service anytime, anywhere; to get the
More informationRethinking the Enterprise: Social Business. Public
Rethinking the Enterprise: Social Business Public Mark Crawford August 7, 2013 SAP Social Business Environment: Accelerating Corporate Performance Social Media Analytics and Engagement Purpose Built Social
More informationCollaborate and Maximize Your Success with SAP Enterprise Support Value Maps
Collaborate and Maximize Your Success with SAP Enterprise Support Value Maps SAP Digital Business Services @Knowledge for SAP user groups May, 2018 Legal disclaimer The information in this presentation
More informationUsing Speech Analytics to Capture the Voice of the Customer A CLARABRIDGE WHITEPAPER
Using Speech Analytics to Capture the Voice of the Customer A CLARABRIDGE WHITEPAPER Contents Executive Summary 2 The Keys to Successful Speech Analytics 3 Using Clarabridge for Speech Analytics 5 Conclusion
More informationUsing Agent Idle Time to Improve Enterprise Performance and Profitability Sponsored By:
to Improve Enterprise Performance and Profitability Sponsored By: 2011 DMG Consulting LLC - 1 - March 2011 Table of Contents Introduction... 1 What are Real-Time Work Allocation Solutions?... 1 Ideal Contact
More informationSALESFORCE ACCELERATORS: THE RESOURCES AND KNOW-HOW TO GET RESULTS FASTER
SALESFORCE ACCELERATORS: THE RESOURCES AND KNOW-HOW TO GET RESULTS FASTER Introduction Technology is the backbone of your company. But it can be tough to build and maintain IT expertise when team members
More informationDecision Makers Guide to Enterprise Intelligent Assistants. Report. The Brave New World of Bots and Virtual Agents»
Decision Makers Guide to Enterprise Intelligent Assistants Report The Brave New World of Bots and Virtual Agents Report Decision Makers Guide to Enterprise Intelligent Assistants The Brave New World of
More informationUnderstanding the Voice of the Customer
Business white paper Understanding the Voice of the Customer How to effectively leverage customer insight with business discovery analytics Table of contents 3 Today s diverse brand interactions 3 A new
More informationNext Generation Contact Centre Solution Framework Whitepaper
Next Generation Contact Centre Solution Framework Whitepaper The key is to understand what does a expects he connect with a contact centre The answer is certainly not only a quick resolution Contact centres
More informationC4C12 SAP Hybris Sales Cloud
C4C12 SAP Hybris Sales Cloud. COURSE OUTLINE Course Version: 20 Course Duration: 2 Day(s) SAP Copyrights and Trademarks 2017 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication
More informationSAP Hybris Marketing Cloud Real-Time Customer Profiling
SAP Information Sheet SAP Hybris Marketing Cloud 2016 SAP SE or an SAP affiliate company. All rights reserved. Customers today have high standards and low loyalty. They demand high-quality, personalized
More informationStopping Fraud in Real Time. Report. A Must in the Age of Multi-channel Digital Commerce» Report
Report Report A Must in the Age of Multi-channel Digital Commerce Report Stopping Fraud in Real Time A Must in the Age of Multi-channel Digital Commerce Digital commerce takes place across multiple channels
More informationEfficiency First Program
Efficiency First Program Short-Term Impact; Long-Term Results Presented to: Discussion Points About AOTMP Your Telecom Environment The Efficiency First Framework Our Approach The Efficiency First Program
More informationManaging Compliance in a Multichannel World. From Risk to Reward in Three Steps
Managing Compliance in a Multichannel World From Risk to Reward in Three Steps Table of Contents The Constant Battle 3 Three Steps From Risk to Reward 4 When is 100% Not Enough? 5 NICE Engage Platform:
More informationStreamline and Simplify Rebate, Royalty, and Incentive Compensation Programs
SAP Brief SAP Extensions SAP Incentive Administration by Vistex Streamline and Simplify Rebate, Royalty, and Incentive Compensation Programs SAP Brief Increase profits with more-effective go-to-market
More informationDigital First Engagement Management. For Government and Public Sector
Digital First Engagement Management For Government and Public Sector Contents 1 2 3 4 5 6 7 Introduction A Digital First Strategy Designed from a Customer Perspective A Digital First Strategy Designed
More information