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Articles: Telecommunications
Industry innovators give customers more control.
The Siemens AG subsidiary releases a solution to capitalize on the agents-anywhere concept, and delivers additional presence and collaboration capabilities.
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.
Craft applications with touch-tone and speech-enabled IVRs based on customer needs.
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.
Telecommunications companies are communicating better with their customers online, but still lag tech and retail outfits, according to The Customer Respect Group.
VoIP technology will transform the customer service industry.
Want a more effective interactive voice response system? Here, 10 do's and don'ts.
A $3.2 billion Arkansas telco turns to self-service and remote troubleshooting to better serve its nontechnical customers.
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.
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.
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.
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.
A study reveals that only half of smaller businesses trust the security of IP telephony, ranking it less certain than many other data networks.
North American enterprises devoted about one fourth of their 2006 telecom and network services budgets to mobility, but most of these budgets are still going to landline services.
The region's enterprise telephony application market is set to realize a seven-year CAGR of 33.7 percent, thanks largely to interest in leveraging IP platforms to spur productivity and slash costs.
As part of Stealth Communications' Voice Peering Fabric, the company's intercontinental direct connection capabilities will achieve enhanced quality and reliability.
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