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Articles: Customer Service/Call Centers
Nuance has released its Nuance 8.5 and Nuance Verifier 3.5, respectively.
Emerging software applications like profit optimization are cracking data's code and increasing sales revenue by realizing more profit from flat sales.
Outsourcing customer service: For companies considering outsourcing, both are tough decisions.
To gain support for CRM in the call center begin with cost savings and build your business case around it.
Basics in the financial services world are the branch and the call center--analysts predict that most of the CRM spending in the financial services industry will be on the branch and on the tools to help call center agents make the most of their customer touch points.
Dollar Rent A Car's top brass wanted more productivity and efficiency enhancements.
To understanding the potential return on an outsourcing arrangement is to first understand the inefficiencies and challenges facing your current customer contact solution and then to set targets for the outsourcer to meet to improve the situation.
As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not?
Low labor costs are spurring more and more companies to consider outsourcing their contact centers to service providers in offshore and nearshore locations.
PeopleSoft posted record license revenue; Comergent has acquired Profile Systems; and more.
The report finds that businesses and consumers maintain opposing ideas on what generates and what undermines trust.
Driving global initiatives are increased efforts in follow-the-sun strategies and the ability to generate a local presence in many geographical areas.
These days the guiding principle is, let the customer choose.
Acquiring Ineto enables Siebel to get 100 percent of the CRM business from existing clients, and opens up more opportunities for Siebel in the small- and midsize business market.
Forty percent of respondents found their customer service experiences had greatly improved from those of 12 months ago.
Far too many CRM providers fail to understand what their customers want, a very odd thing for companies selling closer customer contact.
DreamFactory's new SBuilder helps Salesforce.com customers integrate services; Sales Performance International releases new sales development products; Stronghold Technologies introduces its Call Management Services; and more.
ScanSoft announced it has acquired Montreal's LocusDialog, a developer of speech-enabled, auto-attendant applications and call routing solutions, to further ScanSoft's efforts to bring more speech applications to the market.
VoiceXML has moved from being a platform decision to a core part of a strategic direction. But that is only the right direction if you take advantage of the things that VoiceXML has to offer.
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