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LiveOps Empowers Contact Center in the Cloud
Founded in 2000, LiveOps has evolved a unique two-sided business model. On one side is LiveOps Agents on Demand, an Uber-like business in which home-based workers sign-up as LiveOps agents, and the...
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Transera Embraces Salesforce.com and Analytics
Transera is an established vendor of contact center in the cloud systems and analytics, and as I discovered at the Salesforce Dreamforce ’15 conference and during a recent briefing, it has added...
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Enghouse Evolves Products for Contact Center Demands
Over the last few years, through a combination of acquisitions and internal development, Enghouse Interactive has developed a portfolio of contact center products and services. Recently it announced...
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dvsAnalytics Makes Strong Showing in Workforce Optimization
Having covered workforce optimization systems for more than 10 years, recently I was contacted for a briefing by dvsAnalytics. I quickly learned that the analytics mentioned in the company’s name are...
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Intradiem Enables Real-Time for Agents and Work
When I last wrote about Intradiem, its focus was on using numerous sources of data as input for a rules engine that enables companies to make better use of customer service agents’ idle time by...
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Oracle Advances Applications and Technology for Customer Experience
Oracle has built one of the world’s largest software portfolios through a combination of developing products in-house and acquisitions. In the last few years it has put great effort into transitioning...
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Diabolocom Provides Customer Interaction in the Cloud Solution
In our benchmark research into contact centers in the cloud, nearly two-thirds (63%) of companies said that adopting applications in the cloud would enable them to improve how they handle customer...
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mplsystems Offers Array of Customer Experience Support for Contact Centers
Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product,...
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Customer Experience in 2016 Infuses New Digital Technologies
There were significant technology developments in customer experience management during 2015. Multichannel contact centers in the cloud took hold of the contact center infrastructure market; I counted...
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Research Agenda: Transforming Customer Engagement in 2016
I have been involved in the contact center, CRM and customer engagement business for more than 25 years. Yet only in the past few years have I seen much change. Until recently nearly all organizations...
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