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Articles: Telecommunications
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
VoIP protocol SIP's potential in the contact center comes with both benefits and caveats.
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
Magic Quadrant '06: This year's European CRM service provider quadrant reveals Accenture and IBM BCS as the strongest implementation partners.
The company shipped its real-time performance management tool, which, according to the company, will help monitor and improve the productivity of individuals and departments.
Priorities are changing from cost cuts to service improvements.
The problem with automated phone systems is, companies neglect the various environments of a typical user experience.
Business Problem: Unstructured text, articles, surveys, call center notes, and more are concealing patterns and trends, obscuring customer relationships.
A recent bone-chilling story involving delayed cell phone messages has convinced me to stick with reliable landlines.
Integration with PAR3 Communications lets the telecom turn off the autodialer.
Better bundles and more aggressive pricing are cited as major reasons for improvement in a new J.D. Power study.
The addition will help Amdocs's customers generate revenue through delivering digital content across multiple devices and access methods.
Purchasing the billing and revenue management solutions provider should strengthen Oracle's go to market offerings for the communications and media industry, and bolster its apps focus.
The on-demand vendor has acquired Sendia to bring mobility to its AppExchange applications.
Companies expect to up the use of short message service--or text messaging--as a low-cost way to immediately touch customers on the move.
Wireless carriers' family calling plans are increasingly popular with customers; pricing is an important factor.
Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services.
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
It could begin to suffer from high saturation levels and revenues could drop while providers improve their service offerings.
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