Dovetail Software Blogs

Contact Center Performance Thriving in the Recession ''Conventional thought would dictate that key performance metrics (KPI) measuring contact center performance would drop during the economic recession due to more stressed-out, grumpier individuals. According to a new study from CFI Group, the opposite rang true -- as it found the Contact Center ...

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Cutting Through the Business-Critical Information Fog ''Organizations are benefiting from increasingly employing analytics and business intelligence tools, which rapidly update decision makers on issues and how they impact a company's overall compliance or risk activities.''The Mainframe is Not Evil, But COBOL is.. ''Large enterprises love ...

''Tech firms are in denial'' ''Amdocs is one of the better companies right now. I have very few ''Buy'' recommendations at present - Amdocs and Cisco are just about the only ones. Amdocs has long-term outsourcing contracts, while on the other hand it recently reported two major contract wins with AT&T. We estimate one at $500 million over ...

Amdocs, IBM To Expand Global Relationship To Deliver Improved Customer Experience ''Amdocs Ltd. (DOX) and IBM (IBM) revealed that they have decided to enhance their global relationship to help service providers deliver significantly improved customer experience. The recently announced Amdocs Service Provider Information Management Solutions ...

And I Suppose VRM is the New Customer Service ''A heads up for folks who are interested in learning more about (a) customer service and support, (b) marketing or (c) Vendor Relationship Management (VRM) -- I'll be leading a workshop session at the 'Customer Service is the New Marketing' conference next Monday here in SF.'' How Best-in-Class ...

Dovetail Software Blogs: The Risk of SaaS in CRM “Beyond this, the scope of challenge in customer relations today is literally life-threatening to the enterprise. Technology has to be the handmaiden of the critical business needs for completely integrated data cross-enterprise, and genuinely useful business intelligence in ...