Call Centers

LivePerson , an ASP that provides services designed to allow companies to offer real-time online customer interaction, today…

After just a month, Firepond’s licensing program is paying dividends. The Minneapolis maker of customer service and e-commerce…

“As soon as possible” (ASAP) is not as nebulous as you might think. Customers are innately aware of…

3Com and Aspect Communications have signed a wide-ranging partnership aimed at increasing the use of Internet protocol phone…

Sprint , the Overland Park, Kan., telecom carrier, has signed two new multi-year, multi-million dollar deals to provide…

Most IT firms view customer service as a necessary, but expensive, part of doing business and are happy…

Most IT firms view customer service as a necessary, but expensive, part of doing business and are happy…

It may not be possible to make the experience of buying a product online entirely comparable to buying…

By Bruce McCracken As a small business grows, it must often transform its back office system to allow…

Enterprise software company SAP AG and Japanese electronics giant Sharp have teamed up in order to build applications…

It pays for online banks to deploy effective customer relationship strategies since satisfied consumers are 50 percent more…

German enterprise software giant SAP AG Wednesday unveiled the SAP Customer Services Network, a new initiative offering coordinated…

LivePerson Inc. , a New York-based ASP that offers real-time online customer service applications, yesterday announced that for…

KnowledgeBase Solutions Inc., a provider of knowledge management software for customer self-help and support, today announced the availability…

U.S. companies are failing at online customer service, forcing consumers to bypass email service for the telephone, according…

Utilizing a powerful established customer care service provider with vast related competencies has proven to be the winning…

Cisco Systems is introducing new versions of two Internet protocol applications to help companies better manage ever-evolving call…

Last year, I wrote a column describing a horrible customer service experience with Virgin Atlantic Airlines. Last time,…

Conventional wisdom says it’s easier (and less expensive) to keep a current customer than acquire a new one.…

DirecTV Broadband customers will not be left in the lurch when the high-speed Internet service is discontinued next…

Looking for positive signs of life in the ASP market? LivePerson Inc. appears to be alive and well…

It’s like asking “Can I help you?” in cyberspace, but without all of that shoe leather use. LivePerson…

The customer is king is the mantra of many businesses. But while providing good customer service may give…

Real-time customer service ASP LivePerson has acquired all the customer contracts of NewChannel, a rival firm that provided…

Denver-based extensible IM developer Jabber Inc. said it is partnering with Malibu, Calif.-based Virtual Personalities to offer automated…

As LindowsOS continues to gain converts from Microsoft Windows, its San Diego-based founders are taking steps to make…

Having trouble with an eBay auction? Have a question about setting up an account? Soon, eBay users will…

Enterprise IM company: FaceTime Communications Name of client company: Wachovia Securities Client’s problem: Giving customers what they want…

Online marketing analytics provider Coremetrics is aiming to beef up its data-collection products with consumer satisfaction and customer…

Enterprise IM company: Microsoft Corp. Name of partnering company: FaceTime Communications, which provides third-generation instant messaging and presence-based…

LivePerson Inc. , a New York-based ASP that specializes in real-time communications and customer service, yesterday announced M.O.M.…

The Commonwealth of Virginia has become the first state in the nation to deploy a real time customer…

Westford, Mass.-based customer interaction management (CIM) solutions provider Davox Corp. Friday announced that it has officially changed its…

For e-tailers, understanding the movement of ‘Net surfers through a Web site is as important as the lengths…

In the first part of this two-part series, we looked at Corporate Schizophrenia — the bizarre disease that…

By Bonny L. Georgia The key to building lasting, profitable relationships with customers is making superior customer service…

IDC has released the findings of a major end user study looking at Internet banking penetration and channel…

PresenceWorks Inc. said it has signed a pact with AOL Time Warner Inc.’s America Online (AOL) unit, where…

Effective immediately, Silicon Valley-based Support.com, Inc. will change its name to SupportSoft, Inc., representing the company’s increased scope…

The travel industry is going to have to step up its customer service efforts to regain consumer trust,…

Consumer confidence in the Internet dropped during the first quarter of 2002, the first such fall noted in…

Wireless software maker AvantGo reported two partnerships this week that it says will bolster its position in the…

In today’s business environment where product quality can be easily duplicated and price wars are of no help…