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Articles: Customer Service/Call Centers
VBVoice with VisualConnect will support simultaneous dual-channel IVR development to create voice- and data-enabled applications.
What brands can learn from United's social customer service hits and misses. (Featured on SMartCustomerService.com.)
TeamSupport Customer Insights helps support agents connect with customers by putting a face to the name.
Plum Insight ties customer feedback to specific agent interactions for targeted, actionable reports and holistic views across organizations.
As an IBM Watson ecosystem partner, Purple Forge is leveraging Watson technology to improve the customer service experience for the City of Surrey in British Columbia, Canada.
Mobile solution extends real-time capabilities for managers.
HeyWire's texting applications are now fully integrated with Interactive Intelligence's Customer Interaction Center.
Confirmit Horizons delivers deeper insight and greater agility for market research, voice of the employee, and voice of the customer programs.
The new app promises to boost efficiency for customer service reps. (Featured on SmartCustomerService.com.)
Ytel's VoicePath guides agents with scripted audio responses.
French firm acquires the U.S. contact center outsourcing firm.
The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions.
Separate but specialized support teams are replacing traditional outsourcing. (Featured on SmartCustomerService.com.)
The solution provides insight into all unified communications components, including contact center deployments.
Expansion deepens Confirmit's presence in the growing Asia-Pacific market.
The U.S. Patent and Trademark Office has issued Patent No. 61/564,588 to CallPromise.
Customer Health Monitor, Canvas, and Custom Controls round out the new customer service features in Desk.com for Business Plus.
With Product Lines, multiple corporate divisions can share a single TeamSupport account.
TopBox offers feedback metrics for B2B firms.
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