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Articles: Customer Service/Call Centers
New effort includes plans to combine contact center and process analysis offerings.
VoiceHub brings a speech recognition-based phone service to entrepreneurs, mobile workers, and small to medium businesses.
New features include cloud licensing, live desktop monitoring, and caller location mapping.
Here's how to get ahead of the curve
Learn from Netflix's mistakes
New online survey and customer feedback solution promises better customer collaboration.
New dialer enhancement enables contact centers to transition between dialing strategies for more effective and compliant customer outreach.
GC1's hosted cloud-based dialer platform offers new features to improve agent productivity.
Hiring, training, and technology are considered keys to raising the customer service standard.
Westpac Group installs Holly Connects platform to address customer service woes.
Can the Industry Deliver Integrated Support?
Get customers onto the winning team—yours
Determine the needs of customers and their value to the organization
Stop treating them like children and open a dialogue
The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features.
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
Altitude solution enables contact centers to manage free calls and provide click-to-call convenience for Skype users worldwide.
"Quick Spin" program designed to further reduce risk of migrating to communications-as-a-service.
Sugar 6 becomes the first CRM product available through IBM's software-as-a-service platform.
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