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Contact Center and Customer Engagement

Contact Center and Customer Engagement covers contact center platforms (ACD/IVR/WFO), social customer engagement and monitoring, customer communities, WebRTC for customer engagement, and multi-channel engagement

Mar 09, 2015
Cloud ACD deployment is up from 0% in 2013 to 9% this year; 17% of organizations are using cloud IVR, up 140% from 2013.
Feb 10, 2015
Twenty-nine percent of organizations are already using speech analytics with another 38% planning or evaluating the technology.
Jan 07, 2015
Sixty-eight percent have marketing respond to social mentions, but contact center is increasingly involved.
Dec 05, 2014
53% of organizations look at contact center performance primarily in half-hour or shorter time intervals for forecasting purposes.
Dec 05, 2014
Nemertes developed this checklist to help contact center IT and operations leaders evaluate their contact center operational performance
Dec 05, 2014
For most organizations, migrating to an IP ACD just makes sense.
Oct 01, 2014
Twenty-three percent of organizations are already using predictive analytics tools in their contact centers.
Aug 28, 2014
22% of organizations plan to integrate email, and 35% plan to or are evaluating integrating mobile into their contact center platforms.
Aug 18, 2014
Sixty-seven percent of organizations are at least evaluating speech analytics.
Aug 18, 2014
Fifty-two percent of companies currently use a fully IP ACD platform.
Aug 14, 2014
Webinar Playback
Jun 25, 2014
Benchmark
Jun 16, 2014
Benchmark
Jun 16, 2014
Issue Paper
May 01, 2014
Mar 09, 2014
Mar 09, 2014
Mar 09, 2014
Mar 09, 2014
Mar 09, 2014