At the recent ICCM show in Las Vegas, greatly enhanced voice recording and voice analytics capabilities were unveiled by a set of vendors including eTalk, KnoahSoft, NICE Systems, Verint and Witness Systems. Ventana Research believes this is yet another signal of the death of traditional CRM and the birth of voice-managed contact centers. Until recently, CRM systems were seen as indispensable to contact centers’ efforts to record, manage and analyze customer contacts. Now voice recording removes the need to capture and manage separately transactions that are simply records of voice contacts. As increasingly sophisticated voice analytics emerge, organizations can gain directly from the source calls a clearer understanding of why customers are actually calling. Ventana Research recommends that organizations consider these systems as part of their overall customer contact management strategies.
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