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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 call recorders


KANA Connect 2014—Morphing into Verint’s Engagement Vision: Part One
TEC senior analyst P.J. Jakovljevic attended the KANA Connect conference, and reports on the company's recent acquisition by Verint, with an in-depth look at

call recorders  was on the commercial call recording market (most of us will have heard the “this call may be monitored for quality purposes” mantra when calling a customer service number), which at the time was transitioning from analog tape to digital recorders. In the late 1990s, the company unveiled its Internet Call Waiting service and Words & Pictures, a pre-configured “plug-and-play” quality monitoring solution for small and midsized call centers. In the same period, Verint’s former parent, Comverse

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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The Truth about Agent Training and Turnover in the Contact Center


Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is), you’ll need to complement rewards such as bonus pay, flex time, and public recognition with other means of getting the most productivity from your agents before they head for greener pastures.

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Six Essential Considerations When Choosing a Field Service Software Solution


There are numerous CRM, call center, help desk and ERP solutions available that can help companies control and manage their call center and customer support activities more effectively. However, field service requirements are much more complex and diverse than call center and customer support functions. Therefore, it is essential that companies considering software for field service evaluate, select, and deploy software designed specifically for field service. If you're in the process of evaluating field service software, be sure that both the solution and the vendor selected conform with each of the six criteria described in this white paper.

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The ROI Dilemma - Part 1 - Look at how bad you Look!


If you're going to use ROI in order to find new business or, justify your solution, be careful. ROI is a loaded gun and you might just shoot yourself.

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Hacking Your PBX: 15 Ways to Make the Most of a Modern Phone System


The days of telephone switchboard operators are long gone. In today's electronic age, through private branch exchange (PBX) technology, operators have been replaced with Internet protocols that automate the switchboard process. But how can you make the most of your modern phone system when you're not really sure how it works? Discover some tips and tricks that can help you understand—and optimize—your business phone setup.

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Time Tracking and Attendance Primer: Beyond the Clock


Punch clocks, clock card machines, Bundy clocks, time recorders. Most organizations are opting for newer methods to track their employees’ time and attendance. Today’s time tracking technology is not just about capturing hours—it’s about where those hours are allocated and how productive they are. TEC analyst Sherry Fox reviews some of the key features of current time tracking software and highlights some popular vendors.

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Purchasing CRM for Contact Centers


Every business is in business to generate revenue. The more revenue generated, the happier everyone is. A company’s call center is no different. But how do you manage your call center to run as efficiently and productively as possible? While CRM software will represent an investment when initially implemented, it offers the possibility for a favorable return on investment. See how a CRM solution can benefit your call center.

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Master Data Management and Accurate Data Matching


Have you ever received a call from your existing long-distance phone company asking you to switch to its service and wondered why they are calling? Chances are the integrity of its data is so poor that the company has no idea who many of its customers are. The fact is, many businesses suffer from this same problem. The solution: implement a master data management (MDM) system that uses an accurate data matching process.

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Small Business VoIP Service Providers Buyer’s Guide


Small-business users of voice over Internet protocol (VoIP) have very different needs. But all users have similar concerns when it comes to cost, the range of features, and the level of service included in their VoIP plans. Does your provider offer remote office features? Fax support? E-911? And do you need a hosted or an on-premise service? Before you sign the contract, there are a few things you ought to know.

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Answering the Call: Emerging Best Practices in Consumer Mobile


The short list of what retailers need from first-generation mobile capabilities is surprisingly long, spanning deep product information, ratings and reviews, scanning capabilities, full commerce, and more. Download this white paper to learn more about the state of consumer mobile in retail today, as well as the mobile use cases that retailers have currently deployed. Download now.

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Active Voice Releases Unity 2.4


Release 2.4 of Active Voice’s Unity Unified Messaging solution has hit the streets touting software only support for Cisco’s Call Manager 3.01, unlimited usage of ViewMail® for Microsoft Outlook and a special agreement with Microsoft to allow telephone only users access to his/her inbox, without the need to purchase a Client Access License (CAL).

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