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For example, Verint, a WFO vendor, purchased KANA, an agent desktop solution in 2014.
The most recent enhancements to the Pitney Bowes Customer Information Management solution is Spectrum v10 which addresses this issue in a number of ways.
Stefan Kummert explains why it was nearly impossible for Microsoft IT to analyze internal customer satisfaction data about its applications and services to create actionable next steps.
He shares how User Experience Services created a solution built on Power BI to capture real-time feedback along with data from User Voice, Yammer, and Io T devices.
The root cause problem stems from business unit and product line segmentation, in which the same customer will be serviced by different product lines, with redundant data being entered about the customer (a.k.a.
party in the role of customer) and account in order to process the transaction.