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Articles: Customer Service/Call Centers
Customer service is becoming the next brand differentiator.
While demand for workforce management systems continues to increase, its growth is solid but not spectacular. Can cloud and mobile solutions save the day? (Featured on SmartCustomerService.com.)
Financial services and healthcare companies can now leverage call analytics without compromising sensitive data. (featured on SpeechTechMag.com.)
Ignite leverages Verint's Impact 360 Speech Analytics suite to offer contact centers the business impact of speech analytics. (Featured on SpeechTechMag.com.)
Speakers stress the value of transparency with the public.
Ifbyphone's Spring 2014 Release enables marketing and sales teams to monetize and manage the surge of inbound calls from smartphones.
Satmetrix Standard helps SMBs develop customer experience management programs based on the Net Promoter Score (NPS) methodology.
Allegiance Dashboards 2 lets users drag and drop data from multiple sources for instant data visualization.
Product updates in Enghouse Interactive's CCE 9.0 focus on enhancing collaboration, operational efficiencies, and reducing cost of ownership.
The OrgSpan acquisition is designed to strengthen Interactive Intelligence's cloud-based business communications solutions.
InContact has expanded its cloud portfolio to connect advanced interactions across the customer journey.
Features include deeper integration with Saleforce.com, white labeling, and custom integration of APIs. (Featured on SmartCustomerService.com.)
Network-based service to enable financial services firms to meet Dodd-Frank and MiFID mobile recording regulations.
Ensure loyalty by putting customers first.
Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center. (Featured on SmartCustomerService.com.)
Customer service teams using TeamSupport will benefit from new business intelligence capabilities.
Agents can now support customers from anywhere on their iPhones.
Zendesk plans to integrate Zopim's live and proactive chat software with its customer service platform.
The technology partnership pairs social intelligence with customer insights.
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