Dovetail Software Blogs

Speech self-service systems are the growing hot item in contact centers, rated variously as the indispensable difference-maker, and the top priority acquisition for 2008. “Speech self-service is quickly becoming an essential application for any organization interested in delivering the best customer service possible. In fact, the ...

A new theme in customer service is emerging in the contact center. First call resolution – closing a case and satisfying the customer in the first contact – challenges both current technology and an embedded layer of management assumption. But with customers so annoyed with call centers today, this may be the only way to keep them from ...

One thing the CRM software industry can be sure of seeing in 2008 is the continuing demand for context-sensitive, customer-centric applications and utilities. These don’t have to be grand or elaborate: APIs, web services, mashups can make all the difference. In customer service, little things go a long way, and the large things are on the ...

CRM systems and the contact center between them constitute a lot of spaghetti for integration, and the road is definitely uphill, but the push for unified systems continues to gain force as it becomes unavoidable that the customer today must be dealt with using a full set of data. Pulling the pieces together and getting them to talk ...

The significance of the contact center to both the enterprise and systems developers is often understated. The front line engagements of customer service are enacted here, and all the dynamics of interaction are highlighted in measurable ways. In fact, the entire contact center operation is built out of numbers, making it perhaps the most ...

The contact center is undergoing rapid development nowadays, as institutions hurry to catch up with the merciless modern customer. What’s needed are unified technology systems to bring the complete and profitable responses instantly to the agent desktop or self service kiosk. The right answers make both sides happy. Complete and accurate ...

The changing landscape of CRM software, with its recent vendor offerings – dubbed CRM 2.0 – designed for two-way customer participation and social networking, supplies an additional argument – or headache – for IT to integrate Enterprise 2.0 into its development path. The salesforce, as we’ve reported in the last few days, wants Web ...

CRM for Customers ''Beyond these advantages, the tools also are founded on dynamics of user feedback, review, and approval, which makes for platforms grounded in metrics of trust and authenticity. These two qualities have long played a role in sales and indeed all business – in fact salespeople are on working terms with them both – but ...

Today’s contact center is a busy crossroads for a large variety of vendors and tools: vendors are starting to deliver more integrated systems, but this trend is just beginning, and innovations so far are coming faster than any whole-suite offering can easily match. Gartner in its latest Magic Quadrant for Contact Center ...

Dovetail Software Blogs: Customer Collaboration Reverses the Flow of Software “Empowering your customers not just to give feedback but actually to write to the database makes enormous sense within the goal of customer centricity, and even more from the crowdsourcing dynamic it introduces into the heavy lifting. The only true ...