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Articles: Customer Service/Call Centers
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
Churn is the ugly word among telecommunications companies that means customer turnover. But CRM vendor Kana Software claims its e-service applications free up customer service representatives to take care of pesky customers, and thus reduce churn.
To help deliver web content by telephone, Genesys Laboratories Inc., a subsidiary of Alcatel, Wednesday unveiled an agreement to acquire Telera, a maker of extensible markup language voice solutions.
Amid widely reported CRM failures, a Fujitsu Consulting study today found a bright spot in the telecommunications sector -- one of the fastest adopters of CRM technology.
Are your customers happy? It's the critical question facing many Web retailers, and no one's really found the answer yet. Help though, may be on the way. Online comparison shopping site BizRate.com and marketing analytics and data collection firm Coremetrics have teamed up to help companies get more aligned with customer behavior.
This week Oracle unveiled its Lease Management module as part of its Oracle 11i E-Business suite. The module automates and manages the lifecycle of leased products, from loan origination to contract termination.
Adding to its list of nearly 1,300 customers, Kana Software Inc. signed on German direct marketing-service company Bertelsmann Marketing Service to deploy Kana's Response software for email management throughout 13 call centers worldwide helping over 11,000 agents.
Teamwork 4.0 is designed to help companies bolster customer satisfaction by delivering faster, more accurate answers to complex issues
The lines between service automation and other software are blurring, and thus signaling the fall of standalone eServices
How GreenPoint's call center achieved a 300 percent ROI.
There's no "short cut" to customer enlightenment - instead, companies must do the hard work to understand customer processes, issues, and opportunities, set clear goals (supported by specific actions and metrics), and prioritize the "long list" of possible projects into a series of steps that can improve customer value and demonstrate results.
State-of-the-art solution for giant, public healthcare agency helps Siebel open market share lead
Seldom will shoppers fill up their carts and then leave them at the cash register, never to return. But this happens all the time on the Web. That's why CRM Metrix, a marketing software company, announced its Abandonment Tracker product today.
The market for customer relationship management (CRM) services is heating up.
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