The NICE Satmetrix solution is a fully-integrated, self-service, analytics-driven voice of the customer offering. (Featured on DestinationCRM.com.)
Posted October 11, 2017
Enghouse's Survox acquisition broadens its portfolio of contact center solutions.
Posted September 08, 2017
A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017
Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017
Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017
Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017
Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017
New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017
The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017
Building the business case for customer experience in 2017.
Posted March 21, 2017
The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017
A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017
AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017
The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Posted November 16, 2016
Confirmit Fast Track is a voice of the customer solution that can be combined with other business systems.
Posted November 16, 2016
Actionable customer experience research depends not only on gathering data for focused insight but being able to access and deploy that insight efficiently and then benchmark results. Often the barriers between technology and insight have made this a daunting task, one that Forrester and Verint Systems hope to address with a partnership announced today.
Posted November 07, 2016
New customer experience management solutions help insurers meet members' increasing expectations.
Posted November 03, 2016
Driving customer service change doesn't have to involve more surveys; it means engaging employees to drive the right behaviors.
Posted October 04, 2016
The acquisition is expected to help Calabrio speed up its corporate growth.
Posted August 30, 2016
Confirmit continues its evolution of the CATI predictive dialer for collecting market research.
Posted August 04, 2016
Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016
Customer effort scores can be used to improve customer service, but only if used properly.
Posted May 27, 2016
Medallia Text Analytics uses machine learning to extract meaning from customer feedback.
Posted March 16, 2016
Stella Connect offers a new way for consumers to provide feedback about their customer service experiences.
Posted February 10, 2016
NICE's latest VOC solution maps emotional expression to observed behaviors
Posted February 08, 2016
DCXT includes Creative Virtual's V-Person virtual assistant technology. (Featured on DestinationCRM.com.)
Posted January 11, 2016
Providing the right customer service experience starts with hiring and involves training and listening to and acting on customer feedback.
Posted November 12, 2015
HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand.
Posted November 11, 2015
Kampyle's NebualCX lets companies see, share, and act on customer feedback.
Posted November 04, 2015
Satisfaction Prediction uses machine learning to identify which customer interactions are at risk of turning bad in real time.
Posted October 07, 2015
Product enhancements support large-scale, global programs for in-the-moment, omnichannel feedback capture and personalized, role-based analysis.
Posted September 23, 2015
Solution gathers feedback and operationalizes voice of the customer.
Posted May 28, 2015
Solutions serve multimarket and global brands with multilingual customers.
Posted May 20, 2015
A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.
Posted April 01, 2015
Preference management solutions can be used to drive proactive customer care initiatives.
Posted March 30, 2015
Helps companies continuously measure and manage their performance to gather the right information needed to drive the right actions.
Posted March 25, 2015
VOC and market research solution can reduce coordination costs by up to 90 percent.
Posted March 24, 2015
Four survey topics and mistakes every business must be aware of.
Posted February 23, 2015
Enables companies can see information at a granular context and take immediate action.
Posted February 17, 2015
Companies to provide complete cloud-based platform for contact centers.
Posted January 28, 2015
If you want loyal customers, get to know them—and use what you know.
Posted January 21, 2015
Used with metrics that monitor performance quality, churn can provide insight into every aspect of an organization.
Posted December 09, 2014
Enhanced release drives actions based on surveys and third-party insight.
Posted November 24, 2014
A multichannel strategy trumps low prices and promotions to snag this elusive audience.
Posted November 13, 2014
Partnership to complement 3CLogic's advanced contact center platform with Voice of the Customer (VOC) analytics, training and implementation.
Posted November 12, 2014
Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.
Posted November 10, 2014
Semantic Building Blocks functionality enables contact centers to identify trending sentiment.
Posted November 06, 2014
Solution employs technology from recent Uptivity acquisition.
Posted September 15, 2014
It may take a village to keep your customers happy and improve your bottom line, but you need patience.
Posted September 11, 2014