Evolution of the Enterprise Applications Industry

John Mancini, the President of AIIM International, provides his perspective on the evolution of enterprise IT in one slide: Personally, I like the way John describes the shift from managing "a web page" to managing "a conversation" as we see systems of engagement emerge in the enterprise… but… While the balance of the slide is […]

Conversation Analytics : Patterns, Sentiment & Intent

Here is another proof point supporting my vision for the emergence of conversation analytics.  Autonomy announces Autonomy Explore: "Autonomy Explore connects to all customer touchpoints including web, contact center, social media and email to deliver a complete understanding of each customer and customer segment, as well as the overall customer-base. Powered by Autonomy's unique meaning-based […]