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Articles: Telecommunications
Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015
It's not the medium but, rather, how you use it to engage customers that counts
Mix skilled workers, listening platform, and measurable objectives
Improved customer care and navigation capabilities highlight upgrades of Amdocs' pre-integrated solution for mid-tier and independent cable operators.
Growth is sparked by the iPad's popularity among businesses and the ability to send actionable insights to sales reps
The solution is geared toward global utility and telecommunication providers.
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
The promise of sending tailored ads to customers' mobile devices is appealing, but privacy issues remain
Aiming at small and midsize enterprises, the integrated solution will be accessible for 14 million Nortel users.
Smartphones allow consumers to share their in-store experiences moments after they happen
New federal laws have "thrown everything up for question"
But many contact center offerings require a trade-off between accuracy and ease of use
Leveraging sites like Facebook and Twitter is critical
IBM survey highlights trends, cites an "urgent need to turn data into actions"
Ten percent of customers can't be identified by automated customer service systems, driving down customer satisfaction.
To make the best use of your time and your company's CRM investments, you must measure what you manage.
CRM director Ven Bontha describes Cemex's transition to SAP CRM
FundNET installs Ifbyphone to redefine call-in support for financial services clients
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