Act! by Sage 2009 keys in on user requests, aiming to improve their experience.
Daily News,
Posted 12 Aug 2008
The financial services industry overhauls its customer service.
Viewpoints,
Posted 08 Aug 2008
CallCopy's cc: Survey enables data collected by customer service agents to influence the entire organization.
Daily News,
Posted 06 Aug 2008
A three-phase approach to reaching social media maturity.
Reality Check,
Posted 01 Aug 2008
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
Daily News,
Posted 31 Jul 2008
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
Daily News,
Posted 25 Jul 2008
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
Daily News,
Posted 23 Jul 2008
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
Daily News,
Posted 22 Jul 2008
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Daily News,
Posted 17 Jul 2008
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Daily News,
Posted 16 Jul 2008
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
Daily News,
Posted 10 Jul 2008
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Daily News,
Posted 09 Jul 2008
Magic Quadrant for Data Mining '08: Packaged applications are all the rage -- but as the pair atop the list remains the same, a Visionary emerges overseas.
Daily News,
Posted 08 Jul 2008
ID Analytics' new authentication solution looks to break high-cost boundaries.
Daily News,
Posted 03 Jul 2008
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
Daily News,
Posted 02 Jul 2008
A recent study from the SSPA finds "higher-than-expected" gains in customer community and wiki adoption.
Daily News,
Posted 27 Jun 2008
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Daily News,
Posted 26 Jun 2008
Selectica releases its latest sales configurator, optimized for field agents with high-end laptops.
Daily News,
Posted 24 Jun 2008
West at Home says its new Locked-Down Desktop Security Environment will help a company manage its at-home reps through each agent's own computer.
Daily News,
Posted 19 Jun 2008
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