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Adaptive IVR Blog

Insights on Verint's Acquisition of Contact Solutions

Dr. Natalie Petouhoff of Constellation Research recently wrote a blog post about Verint’s Acquisition of Contact Solutions.  These are the insights she offered:

Cloud-Based Customer Service and Customer Experience

Verint® Systems Inc. announced its acquisition of Contact Solutions, a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions advances the Verint Customer Engagement Optimization portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. 

Topics: Industry Insights

Verint and Contact Solutions Merge

Today, we’re pleased to announce Verint’s acquisition of Contact Solutions, a leading provider of cloud-based voice and mobile customer care solutions.  

Topics: Industry Insights

How to Achieve High Performance IVR for your Contact Center

Most enterprises treat their Interactive Voice Response (IVR) system like a family car.  When you bring it home for the first time, it feels like it’s perfect.  It sparkles like a diamond, there’s not a scratch on it, the engine purrs like a kitten and it’s even got that new car smell. 

It can last a reasonably long time if you maintain it properly, but most people just change the oil and the tires when absolutely necessary.  And while it grows comfortable and familiar, you never expect it to get any better than the day you bought it.

Topics: Process Improvement IVR Business Case

Which CRM Metrics Did You Forget?

Deploying and maintaining a CRM system is a big deal, especially when you consider the surrounding business processes and employee effort necessary to make CRM a business success. Without proof of success, executive support for the CRM initiative will wane, participation and progress will slow down, and success will be increasingly difficult to achieve. 

As you endeavor to create a holistic view of your customer interactions, are you, like many enterprises, forgetting to include detailed interaction data from one of the highest-volume customer interaction points in the company?

Topics: Cloud IVR FAQ Performance Optimization