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Articles: Customer Service/Call Centers
Engine Yard adds social rewards to customer support community powered by Zendesk.
Oaisys AllWays and Gateway to the Cloud will enable users to take advantage of advanced recording anywhere, anytime, and on any device.
The company's new offering leverages technology acquired from a Swedish SaaS provider.
Allegiance customers can now reach 8 million members of a richly profiled audience to gain instant insights.
Joint Voice Call Back offering promises to improve the customer experience.
Supporting connected customers has never been more important.
The company will help financial institutions take action on customer complaints.
Andrea Ayers will succeed Jeff Fox
Technology automates the transfer from end-of-life IVR systems to new platforms.
Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements.
Interaction Mobilizer enables companies to build and deploy customer service applications on mobile devices, bridging the gap between mobile self-service and live assistance.
New version of Netop Live Guide provides multiple API access points for integration of valuable customer data with CRM and analytics systems.
New supervisor workflow, AV player for search/queries/evaluations, and tabbed interface round out the enhancements.
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.
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