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Case Studies : Cisco-Eagle

Cisco-Eagle is a material handling distributor and integrator. They provide their customers with solutions for the movement, storage, retrieval, control and protection of materials and products throughout their manufacture, distribution, consumption and disposal. For Cisco-Eagle, it’s all about enabling their clients to get the right amount of the right material to the right place at the right time. Founded in 1970, Cisco-Eagle has grown to 110 employees spread across eight offices throughout Texas, Oklahoma and Arkansas, with its corporate office located in Dallas.

For Cisco-Eagle, as with any company, maintaining consistent, timely and accurate customer data is a mission critical goal. But with a diverse customer base of approximately 9,000 clients ranging from Texas Instruments to Wal-Mart to General Electric, Cisco-Eagle found that inconsistencies across interdepartmental groups, particularly between the marketing and sales departments, in the way customer information was being entered, stored and tracked was leading to tens of thousands of dollars in avoidable expenses and even more in lost revenue.

"We had some employees using Microsoft Access, some using Excel, some in Outlook and still others using Web browser-based CRM tools," said Chris Doyle, Cisco-Eagle’s director of marketing. "This led to not only very disparate data, but many hours spent trying to consolidate and clean up the customer information so it was usable as a whole."

For example, every time the marketing team planned customer outreach, such as a direct mail campaign, they had to dedicate resources to not only making sure the customer data pulled in from the various pools of information was still accurate, but they also had to bring it all together in a reliable and actionable format.

"It was almost a full time job to keep all our customer data reconciled and usable," Doyle said. "In fact, we had one associate who spent 70 to 75 percent of her time just pouring through our various customer databases, trying to keep it useful for outreach activities. It was a herculean effort."

Cisco-Eagle estimated the simple problem of disparate customer databases was costing them approximately $55,000 a year in expenses alone, and this, according to Doyle, was a conservative estimate. The reality is it was probably more.

"We certainly wanted to reduce the amount of money we were spending on reconciling customer data, especially because we knew it wasn’t necessary if we could all just get on the same page," Doyle added. "This doesn’t mean we wanted to cut expenses by reducing employees or their hours, we simply wanted to free those employees who were spending so much time in a mission critical, but ultimately avoidable task, to do higher priority revenue-generating activities."

In addition, the company knew the lack of common threads tying their customer data and interactions together was also costing them in lost revenue. They looked at the number of sales inquiries and leads the sales staff received and agreed in excess of 10 percent did not receive follow up in a timely manner because of a lack of a process and execution on that process.

"We conservatively estimated the percentage of those inquiries and leads that could be converted into sales if we had the ability to better manage and track them," Doyle said. "Once we applied our average order size to that, we figured we were missing out on approximately $150,000 to $175,000 worth of gross profit per year."

After this thorough analysis, Cisco-Eagle decided it was time to get serious about implementing a customer relationship management (CRM) solution.

Cisco-Eagle actually began looking into CRM software seven or eight years prior to the issues outlined above fully came to fruition, but they heard too many nightmare tales of CRM vendors offering very expensive solutions which ultimately provided little functionality and minimal benefit.

Company executives also heard many stories of poor reliability, disastrous implementations with abysmal user adoption and virtually no return on investment. At the time, they realized CRM was a necessary tool, but with so many vendors still in the research and development phase, they simply didn’t want to pay for a solution, only to become a vendor’s guinea pig.

However, knowing the CRM industry had matured, and after the analysis revealing how many expenses the company could reduce and how much revenue could be increased by implementing a unified CRM solution, Cisco-Eagle decided it was worth another look.

"We looked at many solutions," Doyle said. "Ultimately, we narrowed it down to three: Microsoft CRM, TeamScope and Avidian Technologies’ Prophet."

Not leaving anything up to chance, an interdepartmental team was assembled to analyze the options and determine which solution would make the most sense for Cisco-Eagle. The group developed and prioritized a list of criteria they deemed as critical, including sales pipeline visibility, opportunity and proposal logs, robust reporting and configurability.

They also looked at non-functionality related criteria, such as how easy each solution would be for users to adopt and integrate into their daily routines and how efficient they felt the technical implementation would be.

"One additional area we really looked at was what customer references each vendor could provide us," Doyle added. "To be honest, we had a hard time finding quality customer references for most of the companies we looked at. Avidian was the exception. They were able to provide great customer references, and the customers were all very satisfied. We actually did one end user site visit, spending a couple of hours understanding how they used the application. That assisted us in deciding Prophet was the CRM solution for us."

The fact that Prophet is built into Microsoft Outlook also played a big role in Cisco-Eagle’s decision.

"We use Outlook," Doyle said. "Most if not all our employees are in Outlook for e-mail and calendaring all day long. So, naturally we felt the fact that Prophet simply adds all the CRM capabilities we were looking for to Outlook was a major plus. We felt this approach would allow us to be up and off to the races much faster. This proved to be the case."

Cisco-Eagle has been up and running on Prophet since February of 2009. The company initially rolled the CRM out as a cross-team pilot program, including members of the sales and marketing teams. After just three months, Cisco-Eagle’s management team was pleased with the results the pilot team was achieving and the company-wide implementation was initiated.

"We had Avidian do an on-site pilot team and administrator training at the very beginning," said Anne Miller, Cisco-Eagle’s education and training manager. "This was really helpful because the trainer was able to give us the pros and cons of some of the administrative decisions we were making. After that, we felt equipped to carry out the rest of the training ourselves. In all, the implementation went well; in fact, with eight offices across three states, the biggest challenge was simply the logistics of getting all our people trained."

As predicted by Cisco-Eagle, selecting a CRM solution built into Outlook paid off in terms of user adoption.

"We really only have two or three users out of about 50 that aren’t using Prophet regularly for their contacts and opportunities," Miller added. "We have 15 or so users that have really taken full advantage of the software and are using all the functionality regularly. I would say the majority of users are very happy, with only a couple who have had technical difficulties."

Overall, Prophet has allowed Cisco-Eagle to do just what they set out to: unite disparate cross-team customer data and regain lost revenue due to inefficient and untimely sales lead follow up.

Doyle estimated the complete Prophet implementation cost Cisco-Eagle around $50,000. Meaning that within the first year alone, the CRM had essentially paid for itself by reducing the estimated $55,000 in expenses the company was incurring associated with incongruent customer databases.

"Not only did we see CRM literally pay for itself through expense reduction and efficiency gains," Doyle said. "We also began capturing lost revenue thanks to having better CRM tools and processes in place for managing sales leads that were otherwise falling through the cracks. These revenue gains were significantly greater than what we achieved in expense reductions. In my opinion, CRM just makes good business sense. We’ve been happy with Prophet and the results."

About Cisco-Eagle:
Company LogoCisco-Eagle is one of the nation's largest materials handling integrators and distributors, providing cutting edge system design and expert customer care. Services offered include systems integration; consulting; and equipment sales, service and maintenance.
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About Avidian Technologies:
Company LogoAvidian Technologies is a software company specializing in creating both cloud-based and on-premise software solutions for users of Outlook and Exchange. Prophet, developed by Avidian Technologies on the .NET platform, is the leading contact management and CRM software built inside Microsoft Outlook. The company is headquartered in Redmond, Washington.
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Saturday, December 25, 2010

Printer Friendly Version Printer friendly version

2023 Buyers Guide Analytics

Page: 12

CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.


Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)


CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)


Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

ethosIQ, LLC

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

MiaRec, Inc.

MiaRec Voice Analytics
A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance.

Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l...
(read more)


CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

OpsTel Services

With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.


*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)


CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)


SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Page: 12

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