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Articles: Telecommunications
Mobile Marketing Forum '10: An executive of the search-engine giant explains how his company plans to capitalize on mobile devices, and the notion of "immobile browsing."
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Making conversations the center of innovation and business strategy.
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
The German software giant says it will now be able to offer enterprise software and next-generation business intelligence on mobile devices.
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
Get customers involved in your decision-making with on-demand enterprise content management.
Monitor your customer service operations — and improve the customer experience — with process analytics.
How interactive voice response helps CRM.
Social media may be hot, but don't leave contact centers out in the cold.
Surveys and quality assurance are important, but how do your customers feel about their experience?
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
How the recession brought marketing and customer service closer together.
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Customers want — and expect — personalization.
Don't let distance infringe upon effective leadership.
Community tools from Mzinga help a communications company communicate
Boost sales while recovering from the recession.
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