ISG Software Research Analyst Perspectives | Unified Communications (5)

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SAP Diversifies into Contact Center and Communications Technology Market

Posted by ISG Software Research on 12 May 2011

Most people associate SAP with enterprise software: ERP, CRM and more recently with business analytics and business intelligence. The majority also see the company as committed to providing these as on-premises applications and having only begun its presence in cloud computing for business applications. But there’s more to the story, as I recently discovered. With its Business Communications...

Topics: Sales Performance, SAP, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Operational Performance, Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Call Center, Contact Center, Contact Center Analytics, CRM, Unified Communications

It’s Time for the Contact Center To Change

Posted by ISG Software Research on 03 May 2011

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...

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 Integrates Contact Center Interactions

Posted by ISG Software Research on 25 April 2011

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.

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