Aberdeen Publishes Contact Center, Manufacturing, Product Innovation & Engineering, GSM Research

Research Examines Speech Analytics, Virtual Contact Center Agents, Industrial Networking, Embedded Software Development, and Supplier Risk Management

BOSTON, MA--(Marketwire - Sep 12, 2012) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of new research reports from its Contact Center/Marketing Effectiveness, Manufacturing, Product Innovation & Engineering, and Supply Chain Management research practices.

"Speech Analytics: Listen to your Customers," authored by Omer Minkara, Research Analyst for the Aberdeen Contact Center/Marketing Effectiveness research practice, reveals how 60% of the leading speech analytics users improved their year-over-year customer satisfaction results. Companies are paying close attention to incorporating channels such as social media and live chat within their contact center activities. Because voice is the primary channel through which companies serve customers, businesses are increasingly focused on applying speech analytics to manage voice exchanges with customers. This report highlights enterprises experiencing a direct positive impact by deploying speech analytics. To obtain a complimentary copy of the report, made available in part by Aspect Software and Angel, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8124&camp=2.

Also authored by Minkara, "Virtual Contact Center Agents: Break the Boundaries" reveals how using virtual agents helps reduce contact center costs while improving customer satisfaction levels. When implemented effectively, virtual contact center agent initiatives hold significant potential in helping companies address rapidly changing customer demands while remaining within budget constraints. This report highlights key activities companies use to successfully manage customer interactions through remote agents. To obtain a complimentary copy of the report visit: http://aberdeen.com/Aberdeen-Library/8148/AI-virtual-contact-center.aspx.

"Industrial Networking: Real-time Foundation for Manufacturing and the Enterprise," prepared by Nuris Ismail, Research Analyst for the Manufacturing research practice at Aberdeen, highlights how manufacturers are using industrial networking as a competitive advantage from a people, process, and technology perspective. Driven by the continued need to reduce operational costs, manufactures are constantly seeking new ways to enable collaboration and real-time visibility for improved decision-making among key employees. This report examines how companies are using industrial networking as a competitive advantage and have developed a roadmap for expanding its future use. Readers of this report will obtain a strategy to adopt the latest industrial networking technology to harness the real-time capability of the plant floor. To obtain a complimentary copy of the report visit: http://aberdeen.com/Aberdeen-Library/7916/RA-industrial-networking-security.aspx.

"Embedded Software Development: Implementing an Agile Methodology to Improve Time and Quality," by Michelle Boucher, Senior Research Analyst in the Product Innovation & Engineering practice at the Aberdeen Group, illustrates how applying an Agile approach to develop embedded software provides the flexibility to meet changing market needs, prevents scope creep, manages complexity, and validates requirements while improving quality and meeting time-to-market goals. Embedded code in new products has increased by 25% over the last two years. With the importance of embedded software growing, companies that have flexible and adaptive development processes enjoy a competitive advantage due to their ability to capitalize on market opportunities as needs change. This report will provide a strategy for implementing Agile methodologies throughout development. To obtain a complimentary copy of the report visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=7833&camp=2.

"Managing Supplier Risk with Third Party Supplier Data," by Constantine Limberakis, Senior Research Analyst for the Aberdeen Global Supply Management research practice, indicates that organizations leveraging third party supplier data demonstrate lower rates of supplier failure and better performance from their suppliers. Research also shows leading organizations are more likely to monitor their suppliers in areas such as credit risk, fraud, legal challenges, and regulatory compliance requirements through the use of licensed market intelligence services. To obtain a complimentary copy of this report visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8127&camp=2.

About Aberdeen Group, a Harte-Hanks Company

Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), is a global, full-service, multi-channel marketing services firm with deep expertise in developing research-based technology marketing content. Enabled by its team of 40 analysts covering 17 industry-sector categories, Aberdeen provides B2B marketers with relevant content assets available in multiple formats that target each stage of the customer buying cycle. 

Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America.

(C) 2012 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897