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Articles: Telecommunications
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.
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
Is on-demand marketing the way of the future?
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
What you need to know about quality management and liability recording solutions.
Red Pocket Mobile snags a particular prepaid phone market, with help from VoIP Logic
We recently overhauled our own IVR. What we learned can provide useful lessons as you adopt Web 2.0, CRM 2.0, and social networking strategies.
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