Dovetail Software Blogs

ECtel and Amdocs Team Up to Fight Fraud ''What do you get when a leading revenue management firm teams up with leading telecom billing solutions provider? You get a neat fraud detection and prevention solution with an expert delivery team. According to a report in this morning's Globes, ECtel (ECTX) announced a collaboration with Amdocs ...

Amdocs Launches New Portfolio of Services to Support Delivery of Customer Experience Systems ''One of the new services from the Oxford University partnership is the Customer Experience Maturity Assessment. This assessment helps providers measure the level to which their current customer experience is impacting their customer base, as ...

Retailers are beginning to reap rewards from the long path of CRM software development, showing more willingness to invest in technology, and excited by the demonstration of radical new ways to embrace customers made by the Web 2.0 tools of social personalization.“Stores spend $34.5 billion a year on all kinds of technology, from the cables ...

CRM and the Right Answer ''Typically agents during interactions cannot pause long enough to read all the details of the case, especially from separate report systems. For success, theCRMsystem has to deliver the right data at the right time, and displayed noticeably. ''And these issues are simply to solve problems. The luxury of the ...

Speech analytics (SA) in call centers are growing in usefulness, both as a means of understanding the customer and as a way to optimize customer process in general across all touchpoints. Unlike the speech analytics solutions of a few years ago, which were mainly used to perform simple “word spotting” in recorded conversations, today’s ...

Marketing Still Smells Bad to CIOs''We were being serious when we pointed out that everyone is still learning how to drive this thing called the enterprise. In our article we suggested that communication was the lubricant of knowledge-growth, and in today’s technological landscape, no one was better empowered to improve internal communications ...

Sales 2.0 ''So it remains to be seen how well the sales effort will be aided by the new generation of software. These are large forces in play: one the one hand the great sea change of user individuality and customer personalization; on the other hand the sometimes entrenched waterfall and top-down approach of software development and IT ...

Dovetail Email Agent 1.4 For Clarify''The lighter touch can play a part in corporate deployments of Web 2.0 tools however. Paul McDougall in an Information Week tipsheet offering five simple steps to encourage wiki adoption in your own company reminds us that the organization is a social organization, citing the Australian IT company that ...

In this age of continuously emergent technology, the greatest danger lies in assuming any particular application or platform is limited to any one particular use. Forget what it says on the box: the more urgent question is, do you need it, and why?Call center technology is in a time of rapid change and innovation, as technology allows agents ...

Dovetail Software Blogs: Is Simple IT Possible ''In a technology world coming apart at the seams - that's a good thing by the way, and of course we mean decoupling in general - the question comes up, how big a culprit is IT itself in the complicated nature of enterprise evolution?''What arises from this conversation is the conclusion that a ...