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Articles: Telecommunications
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
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.
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
The voice user interface problem has long been the sticking point in automated support systems. Why can't designers design a system worth talking about?
Mobile WiMax will transform the way consumers interact with technology -- but only if it's widely available.
Inertia will only keep customers in place for so long.
Forrester sees nearly six times more respondents in this year's survey, a sign that green initiatives are increasingly top-of-mind for technology departments.
The newest offering from the provider of enterprise compliance and quality management solutions takes the human factor out of unifying data.
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.
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