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Articles: Customer Service/Call Centers
Dialog Dashboard becomes the latest part of the Splice Dialog Suite for building and measuring campaigns.
Partnership between Avtx and ComputerTalk extends unified communications to the contact center environment.
OEM/retailer collaborations may be the key to cutting losses and satisfying customers.
The new version of ShoreTel Enterprise Contact Center has greater support for multidevice, multichannel interactions.
Verint has launched a mobile application of its Impact 360 workforce optimization solution.
The enhanced GL CMU application lets users manage and access call recordings from anywhere in real time.
The new release of Kana Enterprise unifies multinational, multilingual customer service across channels.
Five9 opens its cloud-based contact center solutions to the Oracle partners network.
vBox 5 is Altitudes next-generation SIP server for contact centers.
In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa.
Update to the workforce optimization suite introduces gamification, expanded ad hoc reporting, and cradle-to-grave recording.
Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite. (Featured on SpeechTechMag.com).
The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings.
The iService Chat improvements allow managers to view ongoing conversations in real time and take a variety of actions.
Social listening tool lets the technology product and service provider focus on actionable data.
Ticksy helps Web design firm respond to customers quickly and efficiently.
Effective strategies start with talking to customers.
As minorities climb in social status, marketers must seize new opportunities.
Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study.
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