Serving the Omni-Channel Customer: From Self-Service To Agent-Assisted
This newsletter includes the Gartner MarketScope for IVR Systems and Enterprise Voice Portals.
Frost & Sullivan Executive Summary - Balancing Customer Experience and Profitability in a Mobile World
Providing a world-class customer experience is critical to building loyalty, but many companies struggle to do so without eroding profits. Get insights from Frost & Sullivan's Joe Outlaw and learn how T-Mobile used multi-channel self-service to drive loyalty while lowering costs.
Ovum Decision Matrix: Selecting a Provider of Cloud-based Self-Service
Read Ovum's 2011 Cloud-based Speech Self-Service Solutions Decision Matrix report to learn why Voxeo was one of only two vendors on the "shortlist" that enterprises should consider for cloud-based IVR. Ovum's report helps businesses select a cloud-based IVR platform and cloud-based speech applications vendor. The report provides a complete overview of vendor capabilities and advises on those vendors that businesses should explore and consider.
Aberdeen Trends in Multi-Channel Customer Service Report
This report highlights findings from a recent Aberdeen poll. It includes analyst insight on trends in customer service and best practices for engaging customers across multiple channels.
Maximizing Customer Value with Proactive Outbound Contact
This paper by Ovum analyst Keith Dawson takes a look at some of the new ways that proactive outbound can add value to your customer relationships. Keith shares how outbound notifications have evolved, data on customer preferences and best practices.
Opus Research Advisory: Hosted Voice Biometrics -- Key to Scale and Flexibility
Many companies are turning to voice authentication in the cloud as an attractive option that eases adoption, improves scalability and enables pay-per-use pricing. Read the Opus Research Advisory by Sr. Analyst, Dan Miller.