Telephonetics Enhances Offering
Telephonetics VIP has enhanced its offering with a solution designed to keep callers from having to repeat themselves.…
Call Centers
Web-based CRM Helps Software Firm Beef Up Call Center
Many businesses like to say they are driven by their customers. At the same time, though, many of…
Virgin Media Collaborates with Zeus
The collaboration is aimed at improved Virgin Media’s online customer experience. Virgin Media is working with Zeus Technology…
Virgin HealthMiles Chooses IntelliResponse
The company will use the hosted Answer Suite technology across all of its customer service channels. Virgin HealthMiles…
Noble Systems Introduces TouchStar 6.0 for Call Centers
The company has added significant enhancements to the call center software solution. Contact center technology provider Noble Systems…
Duxoft Offers Hosted IP Call Recording
The solution provides full call recording functionality without requiring a premise-based system. IP call recording provider Duxoft’s MiaRec…
Contactology Integrates with Zendesk
The integrated solution allows users to manage e-mail subscriptions from within Zendesk. E-mail marketing and online survey technology…
Hosted Call Center Solution Assists Storage Provider
Extra Space Storage has improved its customer service with the help of inContact’s hosted call center platform Self-storage…
Spotlight: STCU Analyzes Customer Data to Improve Service
To better serve its 74,000 customers, the Spokane Teachers Credit Union (STCU) worked with consultants from Pitney Bowes…
Toshiba Introduces Strata Call Manager
Toshiba America Information Systems has introduced Strata Call Manager, a new unified communications solution. "It’s compatible with the…
Tealeaf Offers Insight to Mobile Customer Behavior
Tealeaf Offers Insight to Mobile Customer Behavior Customer experience management (CEM) software and even basic Web site analytic…
Get to Know Your Customers With New Survey Service
E-mail marketing provider Constant Contact today unveiled ListenUp Survey, an online customer feedback program for small businesses that’s…
Web Retail All About Customer Experience
A report released today ranking the top 100 online retailers for customer satisfaction finds that the customer’s experience…
Live Help the Open Source Way
There’s little doubt that many e-commerce businesses embrace open source applications such as OS Commerce. The problem is…
Service With A Smile: When What You’re Selling is You
The benefits of owning your own home-based business are obvious: no commute, no cubicle, no gossip, no dress…
Survey Says…Online Feedback Key to Success
It used to take months to plan a survey. There was the matter of compiling questions and getting…
Survey Says…Online Feedback Key to Success
It used to take months to plan a survey. There was the matter of compiling questions and getting…
Online Sales Up, Service Down
Online merchants had a great holiday shopping season. But they’d better watch out: Customer satisfaction is dropping. That’s…
KnoahsARK Sets Sails With Contact Center Suite
KnoahSoft, a provider of multi-channel outsourcing services, today announced the general release of its KnoahsARK agent performance management…
Customer Support — Internet Style
You’d be hard pressed to find a more time-consuming, yet vital, business issue than customer support. Customer retention…
Consumers’ Online Security Concerns Rising
The seemingly never-ending barrage of fraud and identity theft on the Internet this year has continued to drive…
Satisfied Online Shoppers Adding Up
Online sales are booming. But even the top-grossing e-tailers may be leaving money on the table, a study…
Review: Crafty Syntax Live Help
Immediate customer interaction is often the key to increased customer satisfaction and sales for both bricks and mortar…
BT to Pipe Customer Calls Through VoIP
BT will stick with its longtime telecom equipment vendor Nortel when it shifts its U.K. and Indian call…
Microsoft Cuts Call Times
Microsoft has created a Web services software platform to make call center operations run more efficiently and cost…
The Brokerage and The Bot
Instant messaging bots are building steam in the online brokerage world. Conversagent, a developer of chat-based interactive customer…
Fraud Concerns No Match For eCommerce Growth
The growing threat of phishing attacks and increased incidences of identify theft weren’t enough to keep consumers from…
ESurance Hires Veeper for Customer Service
For better or worse, e-commerce lacks human sales help. Online broker Esurance hopes a virtual customer service rep…
BT Makes ‘Contact’ With VoIP
To improve customer service and save money, BT is having Nortel bring Voice over IP to its U.K.…
Interactive Voice Response Keeps Customers Satisfied
Answering the phone, a critical function in any business, shouldn’t be a big deal. But for many small…
Add a Virtual Salesperson to eBay Listings
Providing live sales support in connection your eBay sales is a great way to make a pitch or…
Onyx Strikes Contact Center/CRM Integration Deal
Customer relationship management (CRM) software provider Onyx Software announced an alliance agreement Monday with business communications solutions developer…
InQuira’s New Release Automates Customer Service
InQuira, a San Bruno, Calif.-based provider of Web-based CRM applications, earlier this week announced the release of InQuira…
White Pajama Intros Hosted VoIP Contact Center for salesforce.com
White Pajama on Tuesday debuted its Hosted VoIP Contact Center for salesforce.com, integrating contact center and telephony functionality…
Ultimate Software Focuses On Customer Service
Web-based payroll and workforce management provider Ultimate Software on Tuesday launched its “Passion for Perfection” initiative to improve…
Perceptions of Trust
Just over half of surveyed consumers discontinued doing business with a company because they were uncomfortable with their…
Trust, Mistrust and Consumer Information
Recent Harris Interactive surveys reveal that most customers still do not trust companies to handle their personal information…
Siebel Takes Telephones Out of the Call Center
Customer relationship management software provider Siebel Systems announced Tuesday its decision to acquire hosted telephony provider Ineto Services…
Case Study: Market Central
By Jeff Goldman Market Central was initially created as the contact center for Gibraltar Publishing, and was spun…
Level 3: Use VoIP for Toll-Free
Wholesale communications provider Level 3 launched a new service Tuesday that lets businesses use Voice-over-IP technology to handle…
LivePerson Adds Island Data Assets
New York-based online customer interaction service provider LivePerson Inc. on Monday acquired the Express Response hosted knowledgebase product…
EarthLink to Offshore More Call Center Jobs
Internet service provider EarthLink plans to eliminate approximately 1,300 call center jobs by shuttering operations in Pennsylvania and…
Sykes: A Solid Support Solution for ISPs
By Jeff Goldman Sykes Enterprises was started back in 1977 as a small engineering firm in Charlotte, North…
Novell Strives to Improve Customer Service
Adding to its IT customer list, enterprise software provider Kanisa has signed network software specialist Novell as a…
Giving Good Customer Service During the 2003 Holiday Season
As e-commerce dives head first into the biggest shopping season of the year, retailers can expect more customers…
Is the ‘Killer App’ Killing You? Part 2
Perhaps as a result of the dot-com bust of 2000-2001 businesses have underestimated the impact of the online…
Mistakes Happen
I’m sure you read about it in the news recently. You’re likely to have heard about it by…
Salesforce.com Takes a Simpler Approach to Voice-enablement
Most software companies look at a problem and see a technology solution. Salesforce.com has taken a different approach…
Don’t Let Them Get Away
Did you know that for every dollar spent acquiring a customer online, you’ll spend $100 reacquiring them after…
Is the ‘Killer App’ Killing You?
There’s no arguing that consumer sophistication and expectations have risen dramatically when it comes to online business communication…