IVR – Enhancing the Customer Experience

Interactive Voice Response (IVR) is a technology that allows interaction between an automated telephony system and customers. Customers can input their information either by spoken word or a touch-tone key pad without a ‘live agent,’ and the IVR system will direct the call to the appropriate area.  IVR allows a customer to complete non-critical tasks such as scheduling payments, obtaining an account status (due date and balances), and scheduling routine maintenance or deliveries. This improves general services and decreases wait times for customers that want to perform specific tasks in the system quickly.

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Olenick Welcomes TJ Johnson

Olenick is excited to announce and welcome TJ Johnson.  TJ will join Bill Mertes and Scott Christensen as part of the leadership team for Olenick’s Legal Practice in late September.  She will focus on the conception, development, and implementation of new service lines to augment Olenick’s offerings to legal organizations.  TJ will also align with client engagements where her deep experience in legal technology can help deliver successful results.

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Salesforce Testing & Implementation Recommendations

Olenick has been involved in testing, managing, and implementing Salesforce.  Salesforce is a CRM (Customer Relationship Management) cloud platform.  CRM platforms allow users to store and manage customer contact information such as accounts, leads, and sales opportunities in one central location.  In working with Salesforce, Olenick has gathered some observations and recommendations that warrant further consideration.  Some of the main observations and recommendations captured involve Salesforce customization, data alignment, methodology, and validation points. Below are the main takeaways from each category.

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Eggplant - Performance Matters June 2018

“Performance is user experience” – Forresters

I was lucky enough to attend the Eggplant Performance Matters conference in London where a number of speakers from Eggplant, along with guest speakers from various companies that use their tools, spoke on the topic of why performance testing matters. 

The conference started with the above quote and that theme was carried throughout the day. Users aren’t interested in when the http response packet is delivered to their device, they care when they can interact with the application or website they are using.  

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Join Olenick at ILTACON 2018

Join the Olenick legal team at ILTACON August 20 – 23 in National Harbor, Maryland. 2018 marks Olenick’s 20th year of providing quality focused solutions that are designed to help clients deploy innovation. As an ILTA gold sponsor and longtime ILTA supporter, Olenick is looking forward to connecting with colleagues and learning more about legal technology challenges and innovations.  

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Assure Quality by Adopting a Shift Left Mindset

Today’s consumer demands modern technological improvements in software with little to no imperfections. To serve this growing need information systems organizations are embracing an evolutionary mentality, of shifting towards building out quality engineering teams.

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The 4 Ws of Testing

Earlier this year, Olenick partnered with Temenos to present the first ever software testing session at their annual educational conference.  Mike Mokrzycki presented the four Ws of testing to an audience comprised of Credit Unions with varying levels of quality engineering maturity. 

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Catch Olenick at ILTA’s LegalSEC Summit

Olenick will be attending ILTA’s LegalSEC Summit in Arlington, Virginia on June 12-13. LegalSEC Summit provides educational sessions and networking opportunities to help attendees address security challenges within the legal industry.  Bill Mertes and Scott Christensen will be representing Olenick at LegalSEC.

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