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Articles: Customer Service/Call Centers
61 percent of respondents in a new survey cite customer experience management as their greatest challenge.
Users gain more control, flexibility, and time savings with end-to-end, automated IVR, contact center, and voice infrastructure testing.
REST API allows voice with visuals' mobility communications to be added to new and existing IVR systems.
New cloud solution makes it easier to optimize end-to-end call center experiences.
The deal adds real-time, mobile customer engagement and risk intervention capabilities to decision management applications.
Companies that make an experience "frictionless" and that build for the future win.
Customer Service Experience panelists think things will only get worse before they get better.
But while customers embrace new channels, businesses have to catch up, Customer Service Experience speakers warn.
Start with the "five Cs" of in-store marketing, analyst says.
Vendors partner to provide cloud-based, multichannel solution.
The acquisition will add long-term forecasting, planning and analysis capabilities to Interactive Intelligence's workforce optimization offering.
The newest release offers on-the-go queue management through smartphones and tablets.
The relationship expands NexxPhase's contact center services and broadens Knowlagent's market reach.
The HTML5 mobile app enables any size business to respond to customer feedback on any mobile device.
HP Transformation Services-CEM is designed to help improve operational efficiency in the contact center.
An increase in the need for home-based agents means an increased emphasis on data security.
SAP CRM rapid-deployment solution for citizen contact center is part of the SAP Urban Matters program.
Customers expect more from their banks, and customer service is the biggest point of contention.
Streamlined user interface and new Ticket Toolkit are among the new features.
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