Genesys Acquires Informiam: Embedded Analytics Trend Continues

I’m working on my top trends for 2007/2008, to be published next week, and one of the trends is definitely embedded analytics.  Over the last decade, enterprise software has done a great job of capturing details about every customer interaction–information that previously was lost to the ether.  However, now companies are realizing they have this huge [...]

6 Months After Merger Closes, Verint/Witness Delivers New Converged Platform

When I launched this blog back in February, one of the first posts was about the merger of two leaders in quality monitoring, Verint and Witness Systems. Ten months later, after the initial announcement and subsequent merger close, that remains one of the most frequently read posts on my blog. So consider this an update, [...]