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Articles: Customer Service/Call Centers
Out-of-the-box solution for analysis and measurement of the customer experience accelerates actionable insights.
The new voice analysis application will feature immediate detection of select words and phrases and send alerts when scripts aren't adhered to.
Database integration and transaction automation are built in to improve the quality and efficiency of every customer interaction.
Companies can now monitor and respond to support requests on a wide variety of mobile devices.
Kapersky Lab extends its use of Lena from customer support to aid in product selection.
New free app automatically translates customer feedback into whatever language the site owner specifies.
Seamless multichannel insight and customer connection enable retailers to deliver a complete shopping experience.
New version 8.0 modernizes the contact center supervisor experience with an expanded dashboard and new tools to manage agents.
CallRex 4.2 adds expanded Microsoft Lync integration, RT Audio codec support, and simplified deployment process.
New tool allows call center agents to use any Web browser for CRM system access.
Spanlink customers will benefit from Altitude uCI Campaign Scripting and Agent Desktop tools.
USCG turns to Avaya for its centralized service desk in St. Louis.
Customer interaction technologies should support one another, not compete
One-click problem resolution is powered by Tific.
New capabilities include Automated Comment Tagging and Categorization as well as Social Media Special Offer Sharing.
Confirmit Mobile Survey On-Demand Application (SODA) provides real-time results; enables companies to engage customers at the point of the experience
Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds.
Cloud-based subscription software enables SMBs and departmental buyers to see benefits within weeks.
Users of RightNow CX can now initiate translation workflows and access reports in more than 100 languages.
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