March 05, 2010

 

Welcome to the week in review for the customer relationship management, or “CRM,” industry. Below are some of the top stories that came across the TMCnet news wires this week.

 

It was a big week for NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises.

 

On Thursday, NICE Systems, introduced a new methodology for optimizing Customer Dynamics, the dynamic between customers and organizations.

 

Customer Dynamics is the ongoing exchange of information, ideas, opinions and commerce that occurs between businesses and customers, via various touch points, including phone, email, chat and social media.

 

“Today, more than ever, it is a business imperative for companies to understand and take charge of Customer Dynamics to generate tangible business value,” said Dan Yalon, chief strategy and marketing officer at NICE.

 

And on Friday, NICE Systems, which had another breaking announcement this week, has been increasingly dominant in the workforce optimization and security fields.

The company, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, also announced the addition of real-time analytics with its NICE SmartCenter suite of business solutions. The new NICE Real-time Guidance is available with the latest release of NICE SmartCenter, company officials said.

The company helps enterprises and security organizations to extract insight from interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety.

 

Also on Thursday, reports surfaced that VoiceXML (News - Alert), IVR works better with a female audience.

 

The battle of the sexes is prevalent in almost everything in today’s environment. From television shows to politics to the workforce to media, men and women have been vying for his or her spot on the top of the totem pole.

 

Now, one of the technology gender battles has been covered: women respond better to voice-recognition technology.

 

The popularity of VoiceXML and IVR technologies has continued on a steep incline ever since organizations – both large and small – have adopted this software platform to manage calls and eliminate additional costs and time.

 

According to the report, the reason voice recognition adapts better to a women’s voice is the pitch of our voices over men. Who knew being so dainty would be beneficial in a technological sense?

 

That’s the top CRM News for this week. Check back next week on TMCnet for more breaking news in the CRM industry.