The mobile-service provider runs into problems and looks to customer experience as a solution.
Posted 01 Oct 2008
The relationship management vendor unveiled Customer Service Manager 5.0 to help streamline processes in a telecommunications market growing in complexity.
Posted 26 Sep 2008
destinationCRM Exclusive: New survey data finds customer adoption is growing, but companies need to create a strategy to attract -- and keep -- loyal channel users.
Posted 25 Sep 2008
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
Posted 16 Sep 2008
The evolution of the physical dialer.
Posted 15 Sep 2008
100 percent of companies surveyed by Aberdeen Group report either having customer experience management in place or planning on having it within 30 months.
Posted 12 Sep 2008
New research from DMG Consulting finds one out of every five contact centers is without a plan for business continuity or disaster recovery.
Posted 09 Sep 2008
Translation software makes inroads where rapid and accurate customer communication is literally life-or-death.
Posted 05 Sep 2008
A 2007 Rising Star delivers a browser-based CRM suite that stays true to its wireless roots.
Posted 03 Sep 2008
The Herald: Paul Greenberg -- chief customer officer, BPT Partners; president, The 56 Group.
Posted 01 Sep 2008
CallCopy's latest release -- a Voice over Internet Protocol call-recording solution -- specifically targets the smaller end of the small-to-midsize-business segment.
Posted 28 Aug 2008
destinationCRM 2008: The missing link in providing quality service is an effective contact center manager.
Posted 21 Aug 2008
destinationCRM 2008: A snapshot of the conference's marketing track in the last two days.
Posted 20 Aug 2008
destinationCRM 2008: The push to truly provide a differentiated service experience must take into account the consumer's ecosystem—not the companies'.
Posted 19 Aug 2008
New research from Aberdeen finds unified communications is on the minds of many, but more work needs to be done to clear up misconceptions.
Posted 14 Aug 2008
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Posted 05 Aug 2008
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
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.
Posted 31 Jul 2008
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
Posted 30 Jul 2008