All posts by Sam Heggie-Collins

Convergys Partners with Voci Technologies for Accurate, Fast Speech-To-Text

PRESS RELEASE: Convergys Corporation and Voci Technologies Incorporated announced today Convergys Analytics’ selection of Voci’s V-Cloud speech recognition solution to automate the extraction of business intelligence from audio. Continue reading Convergys Partners with Voci Technologies for Accurate, Fast Speech-To-Text

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

PRESS RELEASE: Eptica announced today that it has been named in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center” by Michael Maoz, April 24, 2014. Eptica was one of only two vendors to transition with the same product from the retired Magic Quadrant for CRM Web Customer Service (WCS) Applications. This marks the fourth consecutive year the company has appeared in a Gartner Magic Quadrant. Continue reading Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

With Voice Biometrics from Nuance, Banco Santander México Customers Say “Goodbye” to PINs and Passwords, and “Hello” to a Better Banking Experience

PRESS RELEASE: Nuance Communications, Inc. announced that Banco Santander México has deployed Nuance’s Vocal Password voice biometrics solution to replace PINs, passwords, and security questions in their automated phone system. Nuance’s voice biometrics solution is being used to securely and automatically confirm the identity of Santander customers – using just the sound of their voice. This is the first such customer-facing voice biometrics application in México. Continue reading With Voice Biometrics from Nuance, Banco Santander México Customers Say “Goodbye” to PINs and Passwords, and “Hello” to a Better Banking Experience

Clearlake Capital To Acquire ConvergeOne

PRESS RELEASE: Clearlake Capital Group, L.P. (together with its affiliates, “Clearlake”) today announced that it has reached a definitive agreement to acquire ConvergeOne (the “Company”), a leading independent provider of innovative communications solutions and managed services to enterprises globally. Continue reading Clearlake Capital To Acquire ConvergeOne

Adobe Analytics Expands Market Lead With Advanced Capabilities

PRESS RELEASE: Adobe announced powerful new capabilities for Adobe Analytics, the data and analytics backbone of Adobe Marketing Cloud, that will help marketers make precise, data-driven decisions to drive return on marketing spend. Having today been named a leader with the strongest position in The Forrester Wave™: Web Analytics Q2, 2014 Report, Adobe Analytics now extends its market lead with live stream (real-time event firehose), predictive marketing decision trees, new mobile app analytics and Apple iBeacon support. Continue reading Adobe Analytics Expands Market Lead With Advanced Capabilities

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

PRESS RELEASE: Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled “Great Expectations” Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. Continue reading 82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

IBM Introduces ‘IBM ExperienceOne’ to Help Organizations Bring Together Marketing, Sales and Services Practices to Deepen Customer Engagement

PRESS RELEASE: At its Smarter Commerce Global Summit in Tampa, IBM announced ‘IBM ExperienceOne,’ a new integrated portfolio of cloud-based and on premise offerings that help clients quickly deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices. Continue reading IBM Introduces ‘IBM ExperienceOne’ to Help Organizations Bring Together Marketing, Sales and Services Practices to Deepen Customer Engagement

Frost & Sullivan Names Interactive Intelligence Its North American Contact Center Systems Company of the Year

ININ logoPRESS RELEASE: Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has been named Frost & Sullivan’s 2014 North American Contact Center Systems Company of the Year. Continue reading Frost & Sullivan Names Interactive Intelligence Its North American Contact Center Systems Company of the Year