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Articles: Customer Service/Call Centers
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.
Forrester Research and Gartner uncover trends driving marketing decisions for 2013.
Nine contact center hurdles to overcome.
Latest enhancements improve answer accuracy by up to 17 percent while substantially reducing customer effort.
New technology partners and solutions added to the long list of suppliers.
Enhancements are made to the chat and email functions; improved reporting is also included.
Latest major portfolio release delivers real-time integration across network control, business and operational support systems to give customers a new level of control over their experiences.
The deal adds session border control technology to Oracle's communications offering to speed the deployment of all-IP networks.
The integrated solution promises NetSuite customers enhanced service through knowledge management and Web self-service.
The solution brings together CRM data with multiple means of customer contact.
New methods for predicting customers' behavior are changing how we listen to them.
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