Nextel to Outsource Customer Service
Nextel Communications, Inc. hopes to reduce the wireless carrier’s future costs by $1 billion over an eight-year period…
Call Centers
A Dozen Ways to Improve Your Social CRM
Just because you have a customer relationship management (CRM) system, a Facebook page and a Twitter account doesn’t…
Buying Guide for Call Center Software
Writing a buying guide to cover call center software is somewhat like doing a short blog post that…
6 Call Center Best Practices
Call centers (also known as “contact centers” these days due to the addition of email, text and video…
Zendesk Brings Advanced Voice to Customer Service
Customer service support is often a make or break attribute for companies offering goods or services. For Zendesk,…
Salesforce Boosts Mobile Customer Service Capabilities
Mobile is becoming an increasingly important part of customer service. A recent survey of U.S. adults by Software…
DialogTech Measures Mobile Click-to-Call Marketing Activity
Mobile marketing is beginning to really take off. According to eMarketer, in 2015 mobile ad spending in the…
Salesforce Service Cloud Gets Intelligence Engine
On the most recent earnings call for Salesforce.com, CEO Marc Benioff touted growing adoption of the company’s Service…
10 CRM Predictions for 2015
When we surveyed experts about CRM trends, cloud, integration with analytics and speed of deployment are among the…
Salesforce Revamps Sales, Service Apps
With less than a week to go until Dreamforce, CRM giant Salesforce is already making major announcements that…
CRM Integration More Important than a Pretty Interface
I recently wrote about a growing emphasis on usability in CRM applications, especially mobile apps. Vendors are focusing…
Clarabridge Adds Speech Analytics to Contact Center Software
Clarabridge, a provider of customer experience management (CEM) software, is rolling out Clarabridge Speech, a speech analytics solution…
Genesys to Put IBM’s Watson to Work
Contact centers have long recorded customer telephone calls in an effort to improve agent performance and increase customer…
Salesforce Beefs up Desk.com Customer Support Software
Salesforce.com offers customer support options in its Sales Cloud and its Service Cloud, as can be seen in…
Genesys Intros Managed Service Offering
Genesys, a provider of customer experience and contact center software, today introduced a managed service solution called Genesys…
Genesys, Zendesk Partner to Enhance Cloud Contact Centers
Contact center software provider Genesys has formed an alliance with Zendesk to integrate its cloud contact center solution…
IntelliResponse Adds Targeted Marketing to Virtual Agent Technology
IntelliResponse, a provider of enterprise virtual agent technology, has launched OFFERS, software that presents real-time, customized promotions to customers…
TouchConnect Steers Contact Center Callers to Self-Service
TouchCommerce is rolling out TouchConnect, software for contact centers that steers customers off the traditional call channels via online…
Smartphones Will Boost IVR’s Customer Service Image
A 2012 poll found that 80 percent of consumers would cease doing business with a company following a…
How to Buy Social Customer Service Software
Social media networks are a fact of life. Customers are going to use Facebook, Twitter and other networks…
inContact Updates Contact Center Software with New Integration, Reporting
inContact has released the first of two enhancements to its cloud-based contact center software planned for 2014. Highlights…
Tool Analyzes Customer Comments
Mindshare Technologies, a provider of cloud-based customer service software for the food services, retail and contact center industries,…
LiveOps Raises $30M, Buys Customer Service Startup
LiveOps, a provider of cloud contact center and customer service software, has closed a $30 million round of…
Verint Expands Customer Service Capabilities with Kana Buy
Workforce optimization and customer analytics provider Verint Systems has signed a definitive agreement to acquire Kana Software, which…
7 CRM Trends for 2014
Mobile CRM, which has been gaining momentum for quite some time, is a trend that will only get…
Nice Systems Adds Video Recording to Contact Center Software
Video calling was one of six key call center trends identified by Enterprise Apps Today last summer. The…
In the Contact Center: Speech Analytics Software Buying Guide
People once spent years lying on a couch pouring out their deepest secrets so a psychotherapist could analyze…
SaaS, Big Data and More: Speech Analytics in the Contact Center
It was front page news in 2005 when it was revealed that the U.S. National Security Agency had…
Workforce Optimization Software Buying Guide
Last month we provided a buying guide for call center software suites. A major component of call center…
Genesys Brings Customer Service to Salesforce Cloud
Genesys, a provider of call center and customer experience software, joined the large group of companies making product…
Call Center Software Suite Buying Guide
There are an awful lot of vendors out there offering call center software suites. The challenge was narrowing…
6 Key Call Center Trends
Writing an article on call center software trends is a bit like trying to summarize the contents of…
Jacada Says Mobile App Will Promote Self-service Via Smartphone
While overall growth in the mobile phone market is slowing, recent IDC research shows smartphones are still experiencing…
Zendesk Partners with Microsoft on Dynamics CRM Integration
Zendesk, a provider of cloud-based contact center software, announced a new two-way integration with Microsoft Dynamics CRM that…
LiveOps Adds Facebook Integration to Social Contact Center Software
Social media and contact centers are like the peanut butter and chocolate of the enterprise – a once-unusual…
Mobile App Analyzes Best Customer Service Options
There appears to be growing interest in giving consumers more options to use their smartphones and other mobile…
Genesys Links Mobile Apps with Contact Center Agents
Genesys, a provider of customer service and contact center software and services with more than 2,000 customers in…
inContact Refreshes Cloud Contact Center Software
inContact, a provider of cloud contact center software and contact center agent optimization tools, earlier this week announced…
Eight Useful Contact Center Apps
Call centers have evolved way beyond a bunch of people fielding customer calls. Indeed, today’s “call center” customers…
Web Chat, Speech Analytics Hottest Contact Center Technologies for 2012
Web chat and speech analytics are the two contact center technologies that will experience the highest growth rates…
BPM + CRM Yields Great Results for Insurer
Gary Kirkham doesn’t need to wait for a question to start talking about Pegasystems’ work with Farmers Insurance…
Social Adds New Twist to Customer Service, Support
Remember when shopping meant driving to the nearest store and buying the product on the shelf? Consumers may…
Salesforce Launches Enterprise Social Marketing Cloud Suite
Salesforce.com (NYSE: CRM) is extending the social enterprise to marketing with the release of its Radian6 Social Marketing…
Ten Reasons to Combine CRM and BPM
Most, if not all, mid-to-large organizations have some form of customer relationship management (CRM) system. Many of these…
Oracle CRM and Business Intelligence in Two Real-World Environments
Each year, Oracle opens its customer doors to the press at its annual Oracle OpenWorld event. Enterprise Apps…
The Cloud CRM Market: Microsoft, Salesforce, SAP, Oracle and More
Salesforce.com, Oracle, Microsoft, SAP and dozens of others are offering cloud CRM (customer relationship management) services. There are…
Oracle Buys RightNow for Cloud Customer Service
Oracle (NASDAQ: ORCL) has announced plans to acquire cloud-based customer service provider RightNow Technologies (NASDAQ: RNOW) for $1.5…
Cisco Touts Social CRM Call Center Success
In the year since Cisco Systems (NASDAQ: CSCO) added social CRM and analytics to its contact center software,…
An In-Depth Look at Oracle Fusion Applications
A year ago, Oracle (NASDAQ: CEO) Larry Ellison made a big splash at the 2010 Oracle OpenWorld about…
Oracle Adds Call Center, Marketing to CRM as Salesforce Rivalry Heats Up
Oracle (NASDAQ: ORCL) has unveiled new call center and marketing features for its cloud CRM service – just…