Chris Skinner wrote a nice little piece on the Future Call Center over on the swift community. He had some nice examples, though he was focused on how the future call center might be using video. What struck me, though, was that decision making is critical to his example. Neither the avatar nor the video-linked [...]

Chordiant announced Recommendation Advisor 6.1 today, a “real-time conversation and interaction management solution”. This Next-Best-Action engine is built on Chordiant’s Decision Management platform and designed to both improve self-service channels and support call center staff.  It uses rules and analytics to make the best recommendation and dynamically adapts during a conversation, for instance if the [...]

Connie Moore and John Rymer kicked off today talking about Dynamic Business Applications and their first discussion was around brown paper bags. They made the point that brown paper bags are a pure commodity and all you can do is reduce costs. Other kinds of bags offer more opportunities for innovation and, thus, more margins. [...]

I spent some time with Peter Docherty of ThinkAnalytics recently, talking about their decisioning product. ThinkAnalytics grew out of K.wiz, a small team focused on the automation of the data mining process. The team had experience in data mining, real-time telecoms monitoring and data compression. They delivered an open, component-based platform with the intent to [...]