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Articles: Customer Service/Call Centers
With a goal to "open up the enterprise," the semantic analytics company purchases the global listening solution provider for an undisclosed sum.
Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.
The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.
SugarCon '10: Keynote speakers impart their wisdom to attendees, with the key message to become "a company like me" for every customer.
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
SAS Global Forum 2010: The business analytics giant aims to help medium and large enterprises understand customer sentiment and respond.
CloudForce 2010: Pushing Sales and Service further into the "Cloud 2," introducing Chatter for Force.com, and unveiling a Chatter-specific AppExchange, Salesforce.com continues to embrace social media, collaboration, and the "Facebook Imperative."
The mega-vendor makes a handful of CRM announcements and heads into two new verticals.
CIM Version 9 brings forth social media monitoring, community integration, and new support functions all wrapped up in the company's notion of the "social customer."
Get customers involved in your decision-making with on-demand enterprise content management.
Integrate systems and share data to deliver a better, more-holistic customer experience.
Monitor your customer service operations — and improve the customer experience — with process analytics.
How interactive voice response helps CRM.
Jay H. Baker Retailing Initiative/Wharton Interactive Media Initiative '10: The chief executive officer of Home Shopping Network details how to engage customers and improve service.
The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.
Social media may be hot, but don't leave contact centers out in the cold.
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
The social media monitoring vendor says the new product "brings the social phone to every desktop in the company."
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
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