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Articles: Channel Management
The solution offers improved agent efficiency and case management through updates in service level agreements, automation, in-app mashups, Mobile Service Desk, and reporting.
Batchbook users can now drag in a file of contacts, setup custom contact profiles, and create lists, all in one step.
The application unifies and customizes communications across multiple interaction channels.
The offering can act as landing pages that link to company Web pages or as a company's primary Web site.
Performance Edition will combine Sales Cloud, Service Cloud and Salesforce Platform with Data.com, Work.com, Identity, Live Agent, Knowledge and additional sandbox functionality in a single solution.
The call center outsourcing company now offers Web and Internet communications services.
The solution is aimed at reducing caller frustration and in-bound call time by offering users a menu-driven interface across mobile and Web channels.
Recording can improve compliance, quality monitoring, and coaching for customer service via video conferencing.
Natural language processing application rates social media leads based on posting histories.
The app makes it easier to create and track digital marketing materials.
The surveying tool is geared toward SMBs for gathering customer and employee feedback.
Online marketers can now engage brand influencers and their social ‘look-alikes.'
More than 20 new features include gamification, business analytics, and integrations with Evernote, Chatter and Yammer.
Whisper Message and Call Recording On/Off round out the newest product upgrades.
The addition lets ReachMail users to identify traffic to their Web sites.
Professional services automation can improve project profitability by providing details about consulting engagements, including customer history. Here's how to get customer background and technical details at your fingertips. (Originally appeared on SmartCustomerService.com)
Engage employees with gamification.
Rebranding reflects the company's new cross-channel focus.
New Operator Console extends customer service experience management beyond the contact center.
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