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 ...

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 ...

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 ...

Whoever said customer service requires people? Technology is creating more and more devices and platforms that supply results to the end user without human intermediation, and on many occasions this is all to the good. People are moving out of the customer service zone, and paradoxically, service is improving. At the same time, ...

We’ve discussed before the digitization of the contact center, and the increased levels of customer service and support (CS&S) that improved software can bring to the customer experience. The sea change behind the evolution of the contact center is a shift from cost-containment to longer term, strategic actions that ...

Dovetail Software Blogs: Death by CRM “Eventually, directives from the top will have to ripple out through the computing environment of the company, and Home Depot will require the most flexible software it can get to exercise enough agility to survive its current woes.” Call Center Speech Analytics: Beyond Word ...