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Articles: Telecommunications
There are several layers to effective email messaging. Delivery is the first one, but getting customers to open and act on emails is what matters.
The new service offers biometrically authorized payments via phone, providing convenience and security.
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Sprint Nextel will close contact centers in response to lower demand for customer service while increasing its marketing efforts.
The vendor's new PBXtra Unified Agent solution fulfills the promise of unified communications, according to one analyst.
Citing high customer demand, the company's latest Bomgar Box release incorporates support for BlackBerry users.
Gartner points to the continued evolution of software-as-a-service implementations.
The voice platform vendor helps itself to a portfolio of self-service applications.
Mastering the multi-sourced call center.
According to research firm IDC, blame the current recession for the scaled-back spending forecast.
A new report from Aberdeen suggests that the best time for marketers is when customers are communicating through their actions.
A look at the younger crowd's shifting Web preferences: Facebook still rules, LiveJournal and CNN are on the rise -- but PerezHilton.com and CollegeHumor.com fall off the list.
There's one way to improve your chances of having customer-centric service: Hire customer-centric employees. If only it were really that simple.
Contact center surveying is evolving into enterprise feedback management.
Instead, invest more in your best customers.
Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?
Clearly, improving customer trust should be a major focus for organizations in 2009.
New research from Datamonitor finds the two market giants continue to lead the WFO space, which is set to grow 10.3 percent annually through 2013.
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