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Articles: Customer Service/Call Centers
Adds valuable capabilities to reveal key performance indicators and deliver best-available IVR self-service business intelligence.
Give your content global relevancy with machine translation.
The deal brings an integration of voice, data, and SIP carrier services with 3CLogic's call center software.
Sales Performance Accelerator combines Salesforce.com's Sales Cloud, Data.com, and Work.com.
The latest in its Business Impact Solutions suite seeks to help organizations maximize performance and operational efficiency.
Whisper Message and Call Recording On/Off round out the newest product upgrades.
Collaborative help desk software can now prevent duplication, inefficiency, and contradictory responses when assisting customers.
New analytics platform offers real-time guidance for agents based on the current conversation.
Professional services automation can improve project profitability by providing details about consulting engagements, including customer history. Here's how to get customer background and technical details at your fingertips. (Originally appeared on SmartCustomerService.com)
Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great. (Reported on SmartCustomerService.com).
Why customer service will—and should—never be the same.
Technology allows customers to pay by phone 24/7.
The $150 million deal strengthens Aspect's IVR and multichannel self-service solutions portfolio.
Former BT Global Services president Michael Boustridge takes the reins at Contact Solutions.
New Operator Console extends customer service experience management beyond the contact center.
Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice.
Look at empowered customers as opportunities to build your brand.
In an attention economy, customers desire an emotional approach.
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