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Envision Takes Workforce Optimization to the Cloud

Envision has carved out a slice of the workforce optimization market by offering its suite of products as cloud-based services. In addition to core products such as interaction recording, quality assurance, workforce management, training,...

Posted January 29, 2014    

IBM Social Business Bets on Key Application and Technologies

I recently attended an IBM event about its new social business products and services. I was skeptical at first: I have seen another vendor’s “social enterprise” come and go, and although companies need to address customer use of social...

Posted October 25, 2013    

Verint Utilizes Voice and Feedback to Advance Employees and Customer Satisfaction

Verint has been a major player in the workforce optimization and voice of the customer (VoC) feedback markets for several years. As I noted in a previous analysis, its major challenges stem from the fact that its product portfolio has come...

Posted October 3, 2013