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Articles: Customer Service/Call Centers
Fear is not a strategy.
Predictive and real-time analytics offer tremendous potential for contact centers.
Intradiem's Intraday Task Management technology enables the distribution of back-office work to frontline contact center agents.
Genesys expands further into the cloud contact center-as-a-service segment with overall annual recurring cloud-based revenue expected to exceed $85 million.
The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem.
The deal will bring Employer of Choice certification to U.S. call centers.
Adds cobrowsing, mobile live chat, and communities for smart devices.
Former Vodafone and France Telecom head will lead the company's transformation.
Customer experience professionals and customers need to have a voice in pricing decisions, Forrester concludes.
Offering provides maintenance, proactive monitoring and managed services for Cisco collaboration and contact center customers.
Seven trends you can't ignore.
Integration helps to transform available time into productive time for agents.
Contact center forecasting, capacity planning, and analysis product suite enhanced to reduce costs and improve customer service.
Features include real-time views of productivity and metrics.
The move represents an effort to divest itself of non-core solutions.
Storacall call recording systems are integrated with Rostrvm Solutions' dialers and call center software.
The analyst firm warns insurers to treat each customer as an individual or risk being left behind.
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