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Articles: Customer Service/Call Centers
Mobile solution extends real-time capabilities for managers.
HeyWire's texting applications are now fully integrated with Interactive Intelligence's Customer Interaction Center.
Confirmit Horizons delivers deeper insight and greater agility for market research, voice of the employee, and voice of the customer programs.
The new app promises to boost efficiency for customer service reps. (Featured on SmartCustomerService.com.)
Ytel's VoicePath guides agents with scripted audio responses.
French firm acquires the U.S. contact center outsourcing firm.
The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions.
Separate but specialized support teams are replacing traditional outsourcing. (Featured on SmartCustomerService.com.)
The solution provides insight into all unified communications components, including contact center deployments.
Expansion deepens Confirmit's presence in the growing Asia-Pacific market.
The U.S. Patent and Trademark Office has issued Patent No. 61/564,588 to CallPromise.
Customer Health Monitor, Canvas, and Custom Controls round out the new customer service features in Desk.com for Business Plus.
Traditional contact centers need to give way to omnichannel engagement centers. (Featured on SmartCustomerService.com.)
With Product Lines, multiple corporate divisions can share a single TeamSupport account.
Knowing how your business reacts to change can help you prepare for new challenges. (Featured on SmartCustomerService.com.)
TopBox offers feedback metrics for B2B firms.
TCN's cloud-based call center suite will be marketed to MPG's network.
Jacada will offer Visual IVR technology to IVR Technology Group's customers.
Verint is working with IIJ Global Solutions to expand its presence in Japan and across Asia.
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