Archive

Verint Moves Into Financial Services With Workforce Optimization App

Analytics software solutions provider Verint is leveraging the workforce optimization capabilities it developed for the call center space so that it can move into other areas. The company, having digested its acquisition of Witness Systems earlier this year, tailored its scheduling, monitoring and p...

Verint Rolls Out Recording App for Small Biz Call Centers

Analytic software provider Verint released the first update of its Audiolog application since its acquisition of Mercom last year. A call recording and monitoring application designed for small and medium-sized business contact centers, Audiolog incorporates enterprise-level features that have been ...

Verint to Acquire Witness Systems in $1B Deal

Verint Systems has entered into a definitive agreement to acquire Witness Systems for $27.50 per share in an all-cash deal that will total roughly $1 billion. The transaction is expected to close in the second quarter, pending approval by regulators and Witness Systems stockholders. The combined pro...

Witness Acquisition to Enhance Impact 360 Suite

Witness Systems announced Monday that it has acquired Amae Software, which will add customer feedback capabilities to Witness' contact center offering. The Amae application is a Web-based system that can survey across any communications channel or customer contact. It can link survey results and cus...

Witness Systems Buys Into Banking

Witness Systems is making its first vertical play with the dual acquisitions of Demos Solutions Consulting Group and Exametric, two companies that provide workforce optimization, productivity and enterprise planning applications for the financial services industry. The aggregate purchase price for t...

Witness Systems Upgrades Workforce Management App

Witness Systems has upgraded the workforce management module of its Impact 360 Workforce Optimization application to provide tighter integration into the workforce optimization engine, as well as new functionality. Impact 360, released last September, combines Witness Systems' software with technolo...

Witness Systems Expands Workforce Optimization in Impact 360

Witness Systems has added new functionality to its Impact 360 Workforce Optimization application that it launched last year. Impact 360 is the application derived through combining Witness Systems' software with technology obtained in its Blue Pumpkin acquisition. In this release, Witness Systems ti...

INDUSTRY REPORT

E-Learning Capturing Market Attention

Widespread use of computer networks and the adoption of voice over Internet protocol (VoIP) phone service are fueling the rapid growth of electronic learning beyond the classroom. The e-learning technology is improving the way for students to earn degrees and enhancing the way employers in-service t...

Speech Analytics: Producing Results from Recorded Calls

Just as many companies that adopted CRM applications years ago often failed to use the data they collected, call centers that tape inbound calls for regulatory compliance and quality assurance often lack the time and the staff to listen to the calls and learn from them. Enter speech analytics softwa...

CRM BUYER SPECIAL REPORT

The Root of All Great Service

Who's No. 1? Most U.S. companies jump to answer this question by saying their customers take top priority. However, some firms have begun citing a new crown jewel: customer-service employees. On the surface, this trend might seem counterintuitive -- many companies in recent years have chosen to outs...

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