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From Our Contact Center Analytics Experts

  • ZOOM Performance Analytics Puts Key Contact Center Info in One Place
    ZOOM International this week announced the launch of a new cloud-based reporting and analytics solution that aims to increase agent performance, improve efficiency and build up customer loyalty. Dubbed ZOOM Performance Analytics, the solution connects with dozens of internal and external data sources right out of the box, consolidating information into fully customizable dashboards and metrics.
  • First Insight Helps Retailers Preempt Demand
    First Insight launched the latest version of a product called InsightSuite, which helps retailers find the products that customers want and build the right inventories to meet demand. The product is cloud-based, making the entry a simple proposition for retailers to implement. The best value however is in the data that is used to indicate which products will have the most appeal to consumers months in advance. This system counts on the data being highly accurate and focused on the future.
  • Polymorphic Attack Response Changing the Security Industry
    Modern trends in sophisticated security attacks show that polymorphic attacks are on the rise. This issue has caused great concern and is forcing companies and the security industry to shift towards solutions that have intelligence and behavior sophistication and are appropriate in response to these constantly evolving threats. Polymorphic attacks come at multiple levels, they can change in time, or they can be launched under one type of attack but then switch to another while hiding the nature of the true attack.
  • 2020 Projection Puts the Workforce Analytics Market at $860 Million
    The market research firm MarketsandMarkets has put out a new report that projects the size of the workforce analytics market at $860.4 million by the year 2020. The report is titled "Workforce Analytics Market By Solution, Service (Consulting Services, System Integration Services, Managed Services), Deployment Type, End User, Vertical & by Region - Forecast to 2020". The forecast for five years out from today represents a growth from the current size of $422.5 million and a Compound Annual Growth Rate (CAGR) of 15.3 percent to 2020 towards $860.4 million.
  • Global Public Pension Fund Selects Verint for WFO
    Public pension funds are complicated financial vehicles responsible for millions of employees around the world. With so many different moving parts, the right workforce optimization (WFO) solution can introduce greater control for organizations that operate in this segment. And according to Verint, provider of actionable intelligence, a global public pension fund has selected its customer engagement optimization solution to improve member service experience along with desktop and process analytics software.

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