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Articles: Customer Service/Call Centers
Jacada's latest U.S. patent covers the transition from self-service to agent-assisted interaction.
The deal expand's 8x8's presence in Europe and enhance its contact center capabilities.
The companies' combined portfolio expands CEM capabilities and operationalizes the voice of the customer with social engagement.
The release offers a multichannel agent interface for Salesforce, new outbound campaign management, automated actions in WFO, new reporting options, and additional APIs for a growing developer ecosystem.
The SDK allows developers to integrate Nexus support functionality directly into their consumer or business apps.
VCC Global uses local connectivity and language translation to provide worldwide customer and employee engagement.
Alorica will deliver end-to-end customer experience management with Salesforce's Customer Success Platform.
Zappix Visual IVR now supports iOS and Android devices and Web apps.
In the second wave of major updates this year, Microsoft furthers its integration of Parature products. (Featured on SmartCustomerService.com.)
A new emphasis on services designed for the contact center and two new premium products support Jabra's total solution philosophy.
New solutions let users deliver personalized experiences that bridge offline and online in retail, product fulfillment, and customer support.
CallMiner Eureka incorporates voice biometrics from SpeechPro to isolate each person's voice.
Agents who have mentally checked out of their jobs means dissatisfying customer experiences. But why are they detached? Hint: Look up the corporate ladder. (Featured on SmartCustomerService.com.)
Algorithms and simulation address a key mathematical challenge
For better business results, give employees the support they need
The 11 worst customer service practices.
Jacada issued a patent for its Visual IVR technology covering its contextual method of intelligent transition from self-service to agent assisted service.
The solution helps utility companies manage their call center environments from one application.
Spam Detective keeps spam phone calls out of the call center.
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