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Articles: Customer Service/Call Centers
Forrester predicts market comeback; cross-channel integration, verticalization, Web services, new pricing models weigh in; Microsoft will dominate
New software keeps employees and customers in lockstep; human interaction verses self-help; watching over workers
Genesys creates a voice portal; Avaya and Aspect also shout offerings; VXML is being heard
Avaya delivers latest version of interactive voice-response system; supports VXML 2.0; "Not quite Star Trek," says CRM evangelist
IDC reports mobile middleware market on the rise; 105 million road warriors in U.S. by 2006; the email trigger
SupportSoft unveils automation software; IBM already lovin' it; help-desk days are numbered, says Big Blue executive
Accenture's energy-outsourcing services charge sales, signs deals with CustomerWorks and BC Hydro
CRM developer raises $13.1M to expand marketing, sales efforts
CRM developer raises $13.1M to expand marketing, sales efforts
CRM developer raises $13.1M to expand marketing, sales efforts
Culture clash brewed at Ogilvy and Mather; creative types spurned e-collaboration; CIO turned the tables
Short-term growth barriers hid long-term pot of gold; suite vendors face sophisticated customers; e-marketing evolves
Provider of Web chat services hopes to jumpstart sales with acquisition; "risky bet" says industry watcher
Shows off Beta 1 with clear mid-market message; pricing, packaging unveiled, resellers line up
IM technology joins automated response system for new-age customer service; chatting with a computer
New version offers mobile and warehouse functions to field service reps
Vendors and customers alike know it's coming; Frost and Sullivan points to 2004 and 2005 as peak growth years
Kana study shows increased Web self-service activity, but telephone calls still rule the roost
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