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Articles: Customer Service/Call Centers
Jive Software enters the Web 2.0 world with Clearspace X, a solution that helps companies develop public communities for consumers, tightening the relationship between company and customer.
The communications infrastructure vendor and the on-demand CRM provider announce Unified CallConnector, strengthening the companies' partnership.
About one-fifth of consumers now seek third-party advice first for service problems, according to a new report from Jupiter, which helps uncover how this new consumer behavior can best be served.
The company has beefed up its SaaS functionality by making available hosted automated outbound notification services and all of its contact center applications.
The e-service player enters into a definitive agreement to grab management consultancy and systems integrator eVergance Partners; KANA will operate eVergance as a wholly owned subsidiary.
A new study indicates that mobile phone calling in Great Britain is experiencing a sharp decline, while the use of text messaging is on the rise.
SugarCRM introduces a customer self-service portal and knowledge base to connect customers with key CRM business processes; an analyst firm draws parallels to Salesforce.com.
The company releases version 8 of GoToAssist, focusing on chat and collaboration functionality to improve one-call resolution rates.
Unearthing the gems.
If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures.
Hosted call center solutions help ensure data security.
A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result.
Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes.
The company's latest version of its CIM suite highlights functionality surrounding email management, collaboration, reporting, and the agent desktop.
How to connect the dots to reveal a complete image of new corporate performance management software solutions.
Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.
Measure their experience.
Industry innovators give customers more control.
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