The Birth of the Voice-Managed Customer Center - InformationWeek

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The Birth of the Voice-Managed Customer Center

Voice recording and voice analytics herald a new day in contact management.

Ventana QuickTake™

At the recent ICCM show in Las Vegas, greatly enhanced voice recording and voice analytics capabilities were unveiled by a set of vendors including eTalk, KnoahSoft, NICE Systems, Verint and Witness Systems. Ventana Research believes this is yet another signal of the death of traditional CRM and the birth of voice-managed contact centers. Until recently, CRM systems were seen as indispensable to contact centers’ efforts to record, manage and analyze customer contacts. Now voice recording removes the need to capture and manage separately transactions that are simply records of voice contacts. As increasingly sophisticated voice analytics emerge, organizations can gain directly from the source calls a clearer understanding of why customers are actually calling. Ventana Research recommends that organizations consider these systems as part of their overall customer contact management strategies.

About Ventana Research
Ventana Research is the leading Performance Management research and advisory services firm. By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. These business improvements are delivered through a top-down approach that connects people, process, information and technology. What makes Ventana Research different from other analyst firms is a focus on Performance Management for finance, operations and IT. This focus, plus research as a foundation and reach into a community of over two million corporate executives through extensive media partnerships, allows Ventana Research to deliver a high-value, low-risk method for achieving optimal business performance. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.

© 2005 Ventana Research

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