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CRM
January 2015
Donna Fluss |
Navigating the Cloud-Based Contact Center Infrastructure Market Ease of use is key consideration for potential buyers.   |
CRM
March 2014 |
The 2014 CRM Service Awards All of them are pioneers in their own right and have contributed to bringing the industry to new heights. |
CRM
April 16, 2015 |
Zappix Launches Visual IVR Big Data Analytics Zappix Visual IVR now includes a big data analytics suite, allowing companies to get a true picture of multichannel interactions. |
CRM
March 2012 |
Prepare for a Multichannel Support Environment The social media eruption emphasizes the importance of connecting with customers on their preferred interaction channels. However, while doing so is beneficial to companies and their customers, it presents other challenges. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
PHONE+
Jon Heaps |
Top 7 Targets for Hosted Contact Centers Identifying the right targets for hosted contact center solutions. |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
January 2013
Donna Fluss |
Why Contact Centers Are Moving to the Cloud Low cost and flexibility make this a win-win solution for many enterprises. |
CRM
April 2014
Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM
September 2011
Donna Fluss |
Future of Contact Centers Clearly Lies in the Clouds Too compelling to ignore, the benefits include low startup costs and no capital investment |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
CRM
November 2014
Donna Fluss |
Is It Time to Move Your Contact Center to the Cloud? Make sure you understand the myths and realities. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
InternetNews
July 23, 2010 |
Enterprise SaaS Surges in 2010: Gartner Businesses are poised to spend more than $8.5 billion this year on cloud and hosted solutions. |
CRM
February 2014
Donna Fluss |
Exploring the Role of Cloud-Based Contact Center Solutions Adoption is growing, but concerns remain. |
PHONE+
Charlene O'Hanlon |
Partners' Best Bets for Cloud Services Channel partners looking to get into cloud services can hedge their bets on four technologies sure to sell. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
May 2012
Donna Fluss |
Making Sense of the Hosted Contact Center Infrastructure Market A 2012 buyers' guide. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
January 2016
Donna Fluss |
Cloud-Based Contact Centers: The Sky's the Limit The market is starting to soar thanks to flexibility, cost-effectiveness, and ever-increasing reliability |
CRM
July 2, 2014
Robert Killory |
The Contact Center Revolution While the benefits of the cloud are obvious, figuring out the logistics is less clear. |
PHONE+
Doug Allen |
Are Carriers Contenders for the Cloud Services Channel? Take a look at several carrier's basic cloud service offerings and market strategy, as well as their thoughts on the channel. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
November 7, 2012 |
The Cloud Changes Everything in Oz Contact centers in Australia will shift to more cloud-based solutions starting in 2015, according to a Frost & Sullivan report. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
CRM
January 2013
Leonard Klie |
Building an Impenetrable Cloud Companies concerned about data security have more hybrid (public and private) cloud computing options. |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
December 18, 2014 |
Spoken Partners with Avaya on Cloud Contact Center Solutions The partnership yields a hybrid cloud contact center as a service offering. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
PHONE+
December 22, 2009 |
How Will the Communications Industry's Indirect Channel Be Transformed in the Next 10 Years? Telecom executives weigh in on what the future holds for the telecom industry. |
CRM
June 6, 2011
Leonard Klie |
Nuance Launches Complete Care Multichannel Solutions Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care. |
Insurance & Technology
September 18, 2009
Anthony O'Donnell |
Patni Announces Cloud Services Strategy Global services provider Patni Computer Systems has announced the first in a series of consulting and software services initiatives designed to help customers accelerate deployment to a cloud computing environment |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
CRM
June 9, 2015 |
Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace Jacada has joined the Interactive Intelligence Global Alliance Program. |
