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Articles: Customer Service/Call Centers
How data discovery improves agility.
Any improvements in customer satisfaction given today's economy is noteworthy, but government could still use more votes.
The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Sprint Nextel will close contact centers in response to lower demand for customer service while increasing its marketing efforts.
The company's new public safety-specific solution is a shot in the arm for an industry "15 to 20 years behind in contact center technology," according to one pundit.
Research indicates that the use of social networks among small businesses will double over next 12 months.
SAP's business intelligence division strengthens its abilities in data warehousing and data exploration with its latest BI OnDemand release.
A new tagging feature aims to make reviews more easily accessible.
The vendor's new PBXtra Unified Agent solution fulfills the promise of unified communications, according to one analyst.
Citing high customer demand, the company's latest Bomgar Box release incorporates support for BlackBerry users.
The company expands its online marketing platform with a new text-messaging solution.
Video-enabled call centers will change the company-customer relationship.
Gartner points to the continued evolution of software-as-a-service implementations.
Consumer Health World '08: Consumers are cost-ignorant with healthcare -- and yet always want too much.
New in-the-cloud services and social feeds in Sugar 5.2 puts it on par with traditional CRM leaders, says one analyst.
The voice platform vendor helps itself to a portfolio of self-service applications.
Mastering the multi-sourced call center.
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