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Articles: Customer Service/Call Centers
With the merger complete, the two BPO powerhouses announce new unified branding and a refreshed approach to the industry.
10 years of getting right down to the real nitty gritty.
Consumers buy cars differently from how they did a generation ago. Makers and distributors must respond to the changes or become last year's model.
Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy.
The Philadelphia Eagles and Baltimore Ravens have turned to Epic Cycle to personalize their Web sites.
Thankfully, CRM implementations are not as risky as they used to be.
Perhaps indicative of Verint Systems' intent to continue its pre-Witness initiatives, the company's latest performance management solution caters to the front office, back office, and enterprise departments.
The company announces the public availability of its community platform that helps marketers to make social networking mean more than mere viral efforts.
Though it's a sharp departure from its usual acquisitions, the maker of Dragon NaturallySpeaking voice recognition software buys BeVocal, which hosts voice-automated customer service solutions.
The company's SOA framework will fuse its own capabilities with those acquired from workforce management player IEX and performance management specialist Performix Technologies.
With the release of InQuira 8, the e-service vendor sets its sights on supporting Web 2.0, a move that one analyst predicts will spark a "dramatic year for this company."
While overall satisfaction with e-commerce continues its upsurge, the online travel industry is feeling the competitive pressure from airline and hotel sites, and travel search engines.
The range of IP telephony solutions presents smaller businesses with many confusing choices, according to a new study; vendors have an opportunity to create targeted solutions.
Verint scoops up Witness today, which marks major consolidation in the market, while propelling Verint to the head of the contact center solutions game.
Allegiance releases version 4 of its EFM suite, with considerable emphasis placed on reporting and managing of survey results for company management.
Two years after first acquiring voice technology, the company integrates it into outbound processes and reveals an e-service trend.
Small companies find the island attractive due to its close proximity to the United States and its well-educated, English-speaking workforce
VoIP technology will transform the customer service industry.
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