Twenty years ago, when I began consulting in the contact center industry, building a call center was a hard, resource-consuming task. Just to begin handling calls required purchasing lots of proprietary equipment, such as PBXs and automatic call distributors (ACDs), as well as software for computer/telephony integration (CTI) and business applications such as case management and CRM – and then spending a lot of time and effort integrating them. Lots of tasks were managed using spreadsheets, and...
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Topics:
Predictive Analytics,
Sales Performance,
SAP,
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
InContact,
LiveOps,
Operational Performance,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Workforce Performance,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Interactive Intelligence,
Text Analytics,
Unified Communications,
Workforce Management,
Contactual
Interactive Intelligence (ININ) recently invited partners, consultants and analysts to Portugal to hear about the latest developments in its products. Not surprisingly given the extensive range of products it now supports, none of us had much time to enjoy Lisbon but were put through an intensive program of presentations and discussions.
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Topics:
Predictive Analytics,
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
RightNow,
Operational Performance,
Analytics,
Business Mobility,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Workforce Performance,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Interactive Intelligence,
Text Analytics,
Unified Communications,
Workforce Management
