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Articles: Customer Service/Call Centers
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.
Offering lets companies blend automated and live support through multiple channels.
Avaya will provide custom managed services to enhance contact center performance for Airtel's operations in 20 countries across South Asia and Africa.
Research finds consumers want future interactions with financial services companies to feel local and personal.
Spaces by Moxie integrates its communication channels with Salesforce.com's Service Cloud.
NNDS hopes to improve support for more than 200 customers across the nation and provide greater access to self-service knowledgebase.
Technique links IVR interactions with caller satisfaction to pinpoint navigation pain points.
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