How ROI Analysis of your IVR System Can Help You Recover from the Economic Downturn
A Crimsonet White Paper

IVR systems are an effective means of boosting profitability following an economic slowdown. With a good IVR system, customer satisfaction will go up and costs will go down. Implementing an IVR system can be risky, and ROI analysis is necessary to ensure that an IVR project will pay off. Otherwise, a company may take on unnecessary risks or misjudge the outcome of an IVR project. Read Crimsonet’s white paper to learn how ROI analysis can maximize the profitability of a new IVR system.

Analytics-driven Workforce Optimization:
An Essential Approach to Enterprise Customer Service
A Verint Systems White Paper

Increasingly, organizations are using analytics to better understand what customers think about their products, services, policies, and service representatives. Analytics offer deep insight into customer behavior and opinions — a critical step that lies at the heart of customer-centric service strategies. When deployed as part of a workforce optimization (WFO) solution, analytics can extend the reach of WFO beyond the contact center, into other areas of the enterprise — including branch, remote, and back-office operations — to enhance the customer experience, drive down costs, and improve  competitive advantage.

The “C” in Systems Integration Customer Engagement with SOFTEL Communications
A SOFTEL Communications White Paper

There is a reason that many of the big players in enterprise communications and IT foster a partner model to take care of the long term health of their customer’s communications infrastructure. When you develop a 5-30 year history of continuous product development with dozens of products, hundreds of features, and myriad releases of those products, providing integration, support and maintenance, for an installed base of customers that number in the tens of thousands, is daunting and expensive. No one vendor, no matter how good they are can be everything to everybody. Here is where the systems integrator (SI), value-added reseller (VAR) or third-party developer steps in and proves their worth.

State of the Art: Sentiment Analysis
A Whitepaper by Nexidia, Inc.

This paper will explore the two most common technological approaches to providing sentiment analysis, and the relative merits of each. It will also highlight practical applications of this area of speech analytics to discuss the benefits it can provide within contact centers.

The Ins and Outs of Outbound IVR
A Voxeo White Paper

Datamonitor predicts the market for hosted Outbound Interactive Voice Response (IVR) services in North America alone will more than double from an estimated $213 million in 2008 to $524 million by 2013. Outbound IVR offers companies the ability to provide proactive customer service, deliver important notifications, expedite collections and more. In order to put the advantages of Outbound IVR to work for you, it is important to understand the intricacies of successful outbound calling, how it differs from your Inbound IVR solutions, and the importance of delivering a cohesive customer experience. This whitepaper will explore the business case for Outbound IVR and the critical success factors you need to know about before getting started.

Internal Monitoring Isn’t Enough for Communications Technologies
An IQ Services White Paper

Companies that utilize RAPM in production are usually diligent throughout the entire design and development stages of their new technology projects too. If these companies assumed that because of their  pre-cutover diligence, their solutions would always work as designed in production, they’d be mistaken. They know that unexpected issues will occur. They do not want these issues to continue without resolution for any longer than is necessary. Contact center and communications technology issues can frustrate customers, upset management teams and potentially impact revenue generation in a negative way. These companies rely on RAPM to draw their attention to the kinds of issues that internal monitoring misses. In addition, they know RAPM offers a unique outside-in perspective on solution performance, which allows them to identify areas for optimizing solution performance and preventing problems.

The Future of Speech Application Development Tools
An AjaxWeaver White Paper

Application innovation is happening on the Web at a much faster pace than it is on the desktop, allowing people to switch away from Windows to their OS of choice. Driven mainly by Ajax technology, this innovation is showing that Web-based applications are in some cases better than their desktop counterparts.

Catch the NEXT WAVE to Caller Satisfaction with UNIQUE Voice Recognition Technology
A VoltDelta White Paper

More than a creative voice user interface is needed to engage callers in voice recognition dialogs.  This White Paper explores how the use of multiple recognition technologies in parallel, along with context sensitivity can work to deliver voice recognition applications that perform more intelligently - with less tuning.

Customer Service Analytics:
A New Strategy for Customer-centric Enterprises
A Verint Systems White Paper

This paper profiles customer service analytics, an essential part of an enterprise strategy for delivering customer service in today’s volatile global market. The paper describes how the customer service analytics offerings from Verint® Witness® Actionable Solutions foster customer-centric business processes by improving the efficiency and effectiveness of enterprise customer service, driving down costs, and building a cycle of continuous performance improvement across the entire customer service value chain.

Five Ways to a Better Caller Experience
An Avaya eBook

The really cool way to make customers happy and impress your boss with your own smarts and thriftiness.

Gaining the Vote of the Customer
Using Analytics to Create and Deliver Winning Customer Service Strategies
A Verint Systems White Paper

Today’s businesses are campaigning for customers — customers who “vote” with their wallets and are flooded with choices from a global array of candidate providers.

Winning the customer vote can require knowing what customers and prospective customers want, and then delivering it in a way that meets or exceeds their expectations. This paper introduces contact center analytics — speech analytics, data analytics, and customer feedback surveys — and explains how these solutions can help organizations more effectively cultivate customer relationships by mining interactions for actionable information on customer opinions, product and service issues, competitive intelligence, and more.

Speech Technology Magazine Presents: Speech Analytics
Sponsored by: Autonomy, Nexidia, Nice, and Verint

This month we are highlighting four speech analytics industry leaders whose technologies can help you increase customer satisfaction and retention, save costs, troubleshoot problem areas, and improve agent performance. According to DMG Consulting’ s 2008 Speech Analytics Market Report, more and more enterprises are adopting this technology due to the rapid payback timeframe of three to nine months.  Learn why these companies are respected in their field and how their applications can help increase the efficiency of your business processes.

Speech Technology Magazine Presents: Customized Self-Service Applications
Sponsored by TuVox, Inc.

This month’s Best Practice Series centers around customized speech solutions and how they can benefit a company’s business processes. TuVox has instilled a new program to help offset traditional costs of implementing an IVR system by speeding up the return on investment timetable. All the benefits of speech can be fully experienced by your customers while scaling back much of the initial investment that would have been required in the past. This creates a “win-win” combination on many levels for both you and your customer base.

Speech Technology Magazine Presents: The Importance of Testing, Tuning, and Tools
Sponsored by IQ Services, Primas, and Voxeo

If you are considering deploying a new speech application or upgrading your existing interactive voice response system for your enterprise or contact center, make sure you read the following valuable information from these industry experts.