| Articles: Telecommunications |
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Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
Reality Check,
Posted 01 Jun 2007
A new study indicates that mobile phone calling in Great Britain is experiencing a sharp decline, while the use of text messaging is on the rise.
Daily News,
Posted 07 May 2007
If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures.
Customer Centricity,
Posted 01 May 2007
A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result.
REAL ROI,
Posted 01 May 2007
Industry innovators give customers more control.
Viewpoints,
Posted 01 May 2007
The Siemens AG subsidiary releases a solution to capitalize on the agents-anywhere concept, and delivers additional presence and collaboration capabilities.
Daily News,
Posted 19 Apr 2007
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Magazine Features,
Posted 01 Apr 2007
Craft applications with touch-tone and speech-enabled IVRs based on customer needs.
Insight,
Posted 01 Apr 2007
Insight,
Posted 01 Apr 2007
BT Group and Avaya's hosted contact-center technology gives customers the option to ramp up, scale down, and distribute offsite centers; the service could prove a telco's greatest strengths are its applications.
Daily News,
Posted 07 Mar 2007
Telecommunications companies are communicating better with their customers online, but still lag tech and retail outfits, according to The Customer Respect Group.
Daily News,
Posted 06 Mar 2007
Insight,
Posted 01 Mar 2007
VoIP technology will transform the customer service industry.
Viewpoints,
Posted 01 Feb 2007
Want a more effective interactive voice response system? Here, 10 do's and don'ts.
Customer Centricity,
Posted 01 Feb 2007
A $3.2 billion Arkansas telco turns to self-service and remote troubleshooting to better serve its nontechnical customers.
REAL ROI,
Posted 01 Feb 2007
Increased B2B emphasis on the customer experience and continued CRM investment from midmarket companies are two reasons behind expected 2007 spending of more than $1 billion.
Insight,
Posted 01 Feb 2007
Struggling with a growth dip, telecoms are turning to new multimedia markets to increase revenue; the segment could have plenty of failure due to not grasping business models.
Daily News,
Posted 26 Jan 2007
Amdocs unveils version 7 of its CRM suite, a solution designed to enable service providers to deliver an improved customer experience in the ever-converging world of communications.
Daily News,
Posted 24 Jan 2007
A new report finds that as advertisers' interest in mobile marketing increases, carriers must find a way to increase mobile advertising while keeping customer trust.
Daily News,
Posted 23 Jan 2007
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Companies: Telecommunications
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