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Articles: Customer Service/Call Centers
C3 becomes first in the BPO industry with advanced capabilities to manage social media conversations.
The offering, enhanced by recent Fizzback and Merced acquisitions, enables enterprises to shape interactions as they occur and impact every stage of the interaction lifecycle.
Despite willingness to adopt social service channels, adoption still wanes depending on organization size and region.
John Ragsdale, TSIA's VP of technology research and former analyst, tells all.
A natural language-based IVR connects US Airways passengers to better service.
With their direct access to customers, service departments can offer valuable strategy insights.
New service automatically updates on-hold messaging and simplifies direct audio streaming.
Solution helps smartphone users determine the best way to reach customer service.
Customers want it to be easier to enter payment, billing, and shipping information.
The latest in a suite of managed analytics services tracks agent desktop activitiy.
Legislative pressure to cut funding to U.S. companies that outsource call center operations overseas hits a Filipino job training program.
A strategic partnership with Urban Airship provides the technology for targeted, context-aware push notifications.
The deal gives Kana a comprehensive set of customer service solutions, from the midmarket to the enterprise.
Platform is geared toward large-enterprise social media management
HP launches Social Enterprise Services to help organizations implement a social CRM program.
Financial institutions can leverage NICE's expertise and solutions to ensure compliance with key components of the act relating to transactions and interactions for trading floors, contact centers, back offices, and branches.
Innovations to VSI's Vertical Services Platform technology combine business process management with service guidance to improve end-to-end service.
The mobile Web solution provides on-the-go access to call recordings.
With the push of a "Smart Button" Genesys Mobile Engagement unlocks context, history, and live assistance capabilities for mobile applications.
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