Solariat Offers New Conversational Analysis and Marketing Tool
Conversational analysis and marketing company, Solariat, has announced AdLib, a product that the company describes as a marketing…
Call Centers
CRM and Business Intelligence Get Smarter with Analytics
Business analytics used to be a very geeky endeavor practiced by hard-core IT people skilled in the arcane…
LiveVox Upgrades Call Center Business Analytics Tools
LiveVox has announced upgrades to its business analytics suite that allow organizations to analyze and compare hour-by-hour changes…
ShoreTel Announces Contact Center 6
ShoreTel has announced the release of ShoreTel Contact Center 6, the latest version of its call center software.…
Strativity Customer Experience Management Certification Program
Strativity Group has recently announced the continuation of its CEM certification with an optional third day of practice…
TeleTech Partners with Lithium Technologies for Social CRM
TeleTech says it has formed a strategic alliance with Lithium Technologies to develop a fully integrated solution for…
Impact 360 Speech Analytics Optimizes Contact Center Operations
Verint Systems has announced that that Telefónica O2 Ireland has implemented its Impact 360 Advanced Speech Analytics solution…
Integrating Enterprise UC with Social Networking
With social media reaching ubiquity big business can’t afford to sit on the sidelines. As suggested in this…
Top 10 Tips for Using Social Media to Improve CRM
These days, if you really want to know what your customers are thinking (and where they are shopping),…
Delivering on Customer Experience in Multiple Channels
Today’s online channels not only serve as marketplaces but also as public forums in which consumers and businesses…
Australian Retailers Failing in Customer Retention
New research from Forrester Research says that Australian online retailers risk losing customers by failing to invest in…
Performance Analytics in the Call Center
Applying performance analytics solutions in contact centers can help organizations identify opportunities to cut costs and grow sales.…
Report Suggests Consumers Prefer Email Contact Over Social Media
A new report from Rhino Marketing suggests that consumers check email first, social media and search engines second.…
VirtuOz Announces Rapid Adapt Virtual Agent Solution
VirtuOz has recently announced the latest version of its virtual agent solution, VirtuOz Rapid Adapt. The new release…
ICMI Launches Customer Management Operation Standards Program
The International Customer Management Institute (ICMI) has unveiled the Customer Management Operation Standards (CMOS) Program, providing a results-driven…
Oracle Offers Agile Customer Needs Management
Oracle is rolling out part of its Product Value Chain suite called Agile Customer Needs Management. As noted…
Constant Contact Enhances Event Marketing Tool
Constant Contact says that newly added features to its Event Marketing tool make it easier than ever for…
Shadow Lowers Cost of Call Management Software
Shadow Technology has announced new pricing for its call management software, Call-Shadow. The reduced price offers a new…
TeleTech Deploys New SMB Revenue Generation Tools
TeleTech has announced the addition of three new solutions to its revenue generation product suite. The new product…
Hosted Call Center Market Becoming Commoditized
A recent report from Frost & Sullivan says that the hosted call center market is becoming more competitive…
Marketers Look to Improve Customer Support With Real-Time Chat
Demandbase has enhanced the capability of the Real-Time ID service it introduced last month by integrating it with…
The Perks of Call Center Scheduling Software
Workforce management software – or call center scheduling software – help call center managers reduce costs and labor…
Dispelling Cloud-based Call Center Myths
Call center managers are not yet convinced of the advantages of cloud-based call center systems as many see…
Customer Experience Megatrends
A recent Temkin Group report identified key trends that can reshape customer experience management practices. According to this…
InfoGrow Links Dynamics CRM to Constant Contact
The InfoGrow Corporation has announced CRM2Emails, an e-marketing service that is designed to keep your loyal customers and…
Astute Solutions Updates its Customer Experience Solution
Astute Solutions has recently announced RealDialog 3.0, the company’s knowledge management and e-service solution. According to the company’s…
Planning the Customer Experience
Engineering customer experience is building strategic internal relationships a company will be able to draw on. This MSPmentor…
Combine Customer Feedback, Web Analytics for Success
Search Engine Land suggests that a competitive edge can be gained when you connect more closely with customers.…
NetSuite Provides Customer Everything Management
In the world of ecommerce, to attract and retain customers (i.e., be successful) you have to provide shoppers…
Using Five9 For At-Home Call Center Agents
In the call center industry, work-at-home agents is a way to minimize costs without lowering service standards. This…
aMarketForce Offers International Call Center Services for SMB
aMarketForce, an inbound call center and B2B marketing services company says it is now targeting small and mid-sized…
Customer Interactions: Self-Service and Live Service
Even with a highly successful self-service application boasting a high call-completion rate, this CRM Buyer report suggests that…
Improve Customer Experience With Better Call Center Management
As the clouds of a recession dissipate, companies are ready to invest in software and systems that will…
Connectiva Forms Customer Experience Management Business
Connectiva Systems Inc., has announced it has launched a new solution offering for customer experience management (CEM), based…
Software Decodes Customer Emotions Over the Phone
Israeli-based company, eXaudios, has developed a computer program that decodes the human voice to identify an emotional state.…
Siemens Optimizes Contact Center Software for Virtualization
Siemens Enterprise Communications has announced that version 8 of its contact center application, OpenScape Contact Center V8, has…
Utopy Offers New Speech Analytics Solutions
Utopy, Inc., has announced two new products that leverage the insights from Speech Analytics to increase customer satisfaction…
Aspect 6.6 Offers Improved First Call Resolution
Aspect has recently announced general availability of an enhanced version of its unified communications (UC) and collaboration services…
Call Center Package for Property Management
Call center solution provider, AnswerFirst Communications, has announced a new service package tailored to provide property management companies…
Tealeaf Offers New Customer Experience Management Software
Tealeaf has announced new features to deliver successful online customer experiences in Tealeaf 8, its customer behavior analysis…
Oaisys Offers New Versions of Call Center Software
OAISYS has announced new versions of its call center management software solutions. The new 6.1 release Talkument personal…
Ringio Enterprise-Class Call Center for SMBs
SaaS communications provider, Ringio, says its enterprise-class call center technology is now available to SMBs at a price…
IBM, Assurant Introduce Real-Time Call Center Analytics Platform
IBM and insurance management solutions provider Assurant Solutions have introduced the IBM Real-Time Analytics Matching Platform (RAMP), which…
Angel.com Intros Caller First Business Intelligence Analytics
Angel.com has introduced Caller First Analytics, a business intelligence analytics reporting solution built using MicroStrategy’s BI platform. "The…
Aspect Assists NV Energy with Call Center Management
NV Energy has deployed Aspect’s quality management solutions at two of its call centers in Nevada. "Available via…
Datatech SmartSoft Launches AccuMail Verify for Call Centers
Datatech SmartSoft has introduced the real-time address validation solution AccuMail Verify. "Based on its award-winning AccuMail address correction…
ConAgra Chooses inContact Call Center Solution
ConAgra officials have stated that the company saved $1 million and achieved a customer satisfaction score of 96.7…
IBM Plays Customer Service Matchmaker With Call Center Offering
IBM wants to personalize the customer call center process with the debut of a new service that aims…
Leading European Operator Implements Kofax for Customer Data
A leading Southern European telecommunications operator has implemented Kofax‘s document capture solution. "Each year, the operator receives about…
Jacada Introduces Jacada Insight
Jacada Ltd. has introduced Jacada Insight, a solution designed to help companies understand and improve the customer experience.…