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Articles: Customer Service/Call Centers
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.
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.
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