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Articles: Customer Service/Call Centers
New offerings provide integrated social and mobile applications for customers.
A critical component of successful voice of the customer programs
New analytics with continuous improvement methodology adds science to IVR customer experience management.
Improved customer care and navigation capabilities highlight upgrades of Amdocs' pre-integrated solution for mid-tier and independent cable operators.
Solution allows organizations to move the storage of cardholder data to hosted environments.
Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model.
Understanding a 360 degree view of your customers
Researchers rate Microsoft and Salesforce.com as leaders within the Value Matrix, while Sage and SAP are ones to watch.
Now call centers can add synchronized screen capture to any recording
CCC Loyalty View measures the amount of effort a customer has to expend to have his issue resolved.
Automated workflow notifications are among the enhancements in its spring release.
Recognize and reward your customers for their support
The solution is geared toward global utility and telecommunication providers.
Social media and smart technologies are here
When self-service via the Web fails, then customers call the contact center, NICE research finds.
Global contact center technology provider upgrades its remote and mobile management tool.
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
Aiming at small and midsize enterprises, the integrated solution will be accessible for 14 million Nortel users.
New federal laws have "thrown everything up for question"
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