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Articles: Customer Service/Call Centers
The region's enterprise telephony application market is set to realize a seven-year CAGR of 33.7 percent, thanks largely to interest in leveraging IP platforms to spur productivity and slash costs.
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
As part of Stealth Communications' Voice Peering Fabric, the company's intercontinental direct connection capabilities will achieve enhanced quality and reliability.
Magic Quadrant findings ping Avaya, Genesys Telecommunications Laboratories, Intervoice, and Nortel as leading the sector; reduced complexity and tight integration are hallmarks of advancement.
Witness Systems gets customer feedback management functionality with the purchase of Amae Software, a move that may spark a customer feedback trend in the contact center market.
Strengthening one-to-one relationships is the driving force behind successful viral marketing efforts.
UPC Nederland's unified approach to agent scheduling leads to cost savings and upped customer satisfaction
A brief but thorough evaluation process led the company to select HyperQuality, a call center monitoring company focused on quality assurance.
Take it from cost burden to strategic asset.
Telemarketers taking the ostrich approach to DNC compliance is a nonstarter for enterprises. Refresh marketing initiatives to ensure that the rules are followed and reach your target audience more effectively.
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
Never has "know your audience" resonated so much.
European energy provider ScottishPower tones its customer service with a new Web site that allows customers to more effectively help themselves.
CRM's missing link.
As text messaging becomes a hot direct marketing channel, marketers must be careful that the message is helpful, not harassing.
The financial management software vendor will acquire on-demand banking services provider Digital Insight, which will allow Intuit to blend financial management workflows with online banking.
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