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Articles: Telecommunications
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Selectica releases its latest sales configurator, optimized for field agents with high-end laptops.
Teradata's reselling of Trillium DQ offerings offers a boost in master data management for enterprises.
AOTA '08: Security is nascent and consumers are still hesitant to make an online transaction. What will it take for the Internet to be a place where everybody knows your name—and it's OK?
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight.
Jacada hopes a tighter focus will lead to brighter fortunes.
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
Replacing computer-telephony integration (CTI), this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
Telcordia Technologies may have been around -- but it's planning to be around a lot longer, too.
New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support.
IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
With wireless encroaching one coverage bar at a time, wireline providers are struggling to revamp their customer strategies.
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service.
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
VoiceCon 2008: Unified communications starts to expand its footprint -- by helping companies reduce their carbon footprint; IBM unveils a billion-dollar commitment to UC.
Unified communications software vendor Objectworld offers a UC platform that lets companies keep their existing phone systems.
VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
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