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Customer Care and Billing (CC&B)
Customer care and billing (CC&B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC&B software includes functionality for mediat...
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Documents related to » voice customer


Voice of Customer: Using Customer Actions That Speak
Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer

voice customer  Actions That Speak Traditional voice of customer (VoC) analytics for understanding and predicting customer behavior relies on two types of data sources—structured (customer feedback surveys, focus groups, etc.) and unstructured (blogs, forums, etc.). Data is then organized for use by diverse teams across an organization. Read about how companies can use data captured from customer actions or on-board diagnostic (OBD) systems for VoC analytics. Read More...
Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values

voice customer  and Acting on the Voice of the Customer There''s a new three-letter acronym making the rounds out there—and it''s already getting on my nerves. The acronym? CEM. The term? Customer experience management . To be sure, the underlying idea is attractive. There is certainly value in a positive customer experience, and it''s worth exploring the many ways in which one might design, optimize, and support this practice. Who''s against giving customers a memorable and meaningful experience? Sounds a lot like Read More...
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

voice customer  Knowledge Base (KB) (Wikipedia) Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions Knowledge Base is also known as : Knowledge Base , Knowledge Base Usage , Knowledge Base Software , Dynamic Knowledge Bases , Database for Knowledge Management , Creating Knowledge Bases-Free , Knowledge Management , Top Knowledge Base Software , Knowledge MGMT Software , Knowledge Base Article , Knowledge Base Open Source , Knowledge Base Freeware , Knowledgebase Marketing , Compare Knowledge Read More...
Customer Care and Billing (CC&B)
Customer care and billing (CC@B) solutions typically support providers of utilities, telephony, cable, or other services providing companies. CC@B software

voice customer  systems, and billing for voice, data, content, and utility services. Read More...
A Product Note: Attensity and the Voice of the Customer
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge

voice customer  Note: Attensity and the Voice of the Customer About Attensity Attensity , an organization with more than 10 years of experience in the customer intelligence market, provides solutions for analysis of unstructured data and offers a new breed of Customer Experience Management (CEM) solutions. The company is headquartered in Palo Alto, California, with offices throughout the United States, Germany, and the United Kingdom. As customer conversations can be used to enhance an organization’s products and Read More...
The Three Cs of Successful Positioning Part Four: The Customer
What''s keeping your customer up at night? Know thy customers—and their problems.

voice customer  Three Cs of Successful Positioning Part Four: The Customer The Three Cs of Successful Positioning Part Four: The Customer Featured Author - Lawson Abinanti - March 29, 2005 Introduction There is no easy, off-the-shelf way to uncover a strong positioning for your business-to-business (B2B) software or service. By definition, every positioning must be unique to be effective. But there is a cut-to-the-chase question that will get you right to the heart of it: What is my target audiences'' most pressing Read More...
Customer Relationship Management (CRM)
When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However

voice customer  Relationship Management (CRM) When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However, relationships also exist between companies and their vendors, companies and their customers, vendors and their suppliers, employees, different departments of the same company, and so on. The Relationship Management Evaluation Center concentrates on CRM and supplier relationship management (SRM), as software and Read More...
Active Voice Adds Unified Messaging to Cisco’s CallManager
The Cisco CallManager is an IP based telephony system that will utilize Active Voice’s software to deliver a reduced dependency on external hardware to achieve

voice customer  Voice Adds Unified Messaging to Cisco’s CallManager Active Voice Adds Unified Messaging to Cisco''s CallManager P. Hayes - July 17, 2000 Event Summary (Seattle, Washington, USA-July 26, 2000) - Active Voice Corporation, a global provider of unified messaging and computer telephony software solutions, announced that Unity Enterprise-its Windows NT-based true unified messaging server-will support integration with the latest version of Internet Protocol (IP) telephony call processing software from Read More...
2011 Customer Relationship Management Buyer''s Guide: Innovations in CRM
Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software

voice customer  Customer Relationship Management Buyer''s Guide: Innovations in CRM Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources, case studies, and a directory of CRM vendors. Read More...
Service: Reduce Cost While Maintaining Customer Satisfaction
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers

voice customer  Reduce Cost While Maintaining Customer Satisfaction Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers happy is the primary objective of customer service organizations. Customer relationship management (CRM) applications help you streamline customer service processes and reduce cost, enabling you to keep your customers happy and grow your business. Find out how. Read More...
Customer Feedback Management
Years ago, I took a job as an interviewer because I thought it would be interesting to talk to different people to find out what they thought on a variety of

voice customer  chance to make their voices heard by voting, they simply don’t do it. While voting is not something that you can do very often, giving feedback about products and services can be done at anytime—even when you don’t want to, because the interviewers will call you. Surveys can be more or less successful—depending on the way they are created and conducted. The following characteristics will have an influence on the quality of the feedback: Intrusive: All unrequested attempts to get feedback are Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

voice customer  the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More...
Clear Voice over Wi-Fi
For consumers, fixed/mobile convergence (FMC) means a world where integrated voice and data services are available anywhere through a single mobile handset. For

voice customer  Voice over Wi-Fi For consumers, fixed/mobile convergence (FMC) means a world where integrated voice and data services are available anywhere through a single mobile handset. For carriers, FMC represents a lucrative opportunity to leverage inexpensive technology. This technology, however, has its technical challenges, making performance hard to predict. To be successful, carriers need to understand the factors that influence this behavior. Read More...
Customer Relationship Management (CRM) RFI/RFP Template
Sales Force Automation, Marketing Automation, Customer Service and Support, Analytics and Reporting, and Technical Functionality

voice customer  Relationship Management (CRM) RFI/RFP Template The Customer Relationship Management (CRM) RFI/RFP Template lists and describes 1363 features and functions found in Customer Relationship Management (CRM) software solutions. This Customer Relationship Management (CRM) Template can help you save time, control costs, and communicate clearly with vendors at nearly every stage of your Customer Relationship Management (CRM) software selection projects. Features and functions included in this Customer Read More...
Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

voice customer  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More...

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